Returns & Refund Policy

Last updated: 1 December 2025

At Vitale Way, we want you to love your purchase.
If something isn’t quite right, we’re here to help.

This policy complies with the UK Consumer Rights Act 2015, Consumer Contracts Regulations, and all applicable UK consumer protections.

1. Eligibility for Returns

You may request a return within 30 days of receiving your order.

To be eligible, items must be:

  • unworn

  • unwashed

  • in original condition

  • with all tags and packaging intact

For hygiene reasons, items showing signs of wear, damage, odour, stains or misuse may not be accepted.

We reserve the right to decline returns that do not meet these requirements.

2. How to Request a Return

To initiate a return, simply email us at:
📧 vitaleway@gmail.com

Please include:

  • your order number

  • the item(s) you wish to return

  • the reason for the return (optional but helpful)

Our team will provide full return instructions.

3. Return Shipping Costs

Return shipping costs are the responsibility of the customer unless the item received was:

  • faulty

  • damaged

  • incorrect

In such cases, Vitale Way will cover or reimburse return postage.

4. Refunds

Once we receive and inspect your returned item, we will notify you of approval or rejection.

Approved refunds will be issued to your original payment method.

Refund processing time:

  • Vitale Way: 1–3 business days

  • Banks / PayPal / Stripe: 5–10 business days (varies by provider)

We cannot expedite bank processing times.

5. Exchanges

We currently do not offer direct exchanges due to inventory limitations.
If you’d like a different size or colour:

  1. Request a return

  2. Receive your refund

  3. Place a new order for the desired item

This ensures faster processing and accurate availability.

6. Faulty or Incorrect Items

If you receive an item that is:

  • damaged

  • faulty

  • incorrect

Please contact us within 7 days of delivery with photos.

We will prioritise replacements or refunds at no additional cost.

7. Order Cancellations

Orders may be cancelled before they are processed or dispatched.
Once dispatch begins, cancellations are no longer possible.

If cancellation is not possible, you may return the item once it arrives.

8. Items Not Eligible for Return

For the safety and hygiene of all customers, we cannot accept returns for:

  • items worn, washed, or damaged

  • items without original tags

  • items returned after the 30-day window

  • accessories such as underwear or intimate apparel (if added in future)

9. Lost or Stolen Packages

Vitale Way is not responsible for packages lost or stolen after confirmed delivery.
If your parcel is marked as delivered but cannot be found:

  • check with neighbours

  • check delivery locations

  • contact the courier directly

  • then contact us — we will assist where possible

10. Returns from Outside the UK

International customers may return items, but:

  • return shipping costs are the customer’s responsibility

  • duties and taxes paid at checkout or delivery are non-refundable

11. Policy Updates

We may update this Returns & Refund Policy to reflect:

  • legal changes

  • operational updates

  • improvements in clarity

The latest version will always appear on this page.

12. Contact Us

For assistance with returns or refunds:

📧 Email: vitaleway@gmail.com
🌐 Website: https://vitaleway.com