Refund policy

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, the Consumer Contracts Regulations, and all applicable UK consumer protection laws.

1. Eligibility for Returns

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

This includes your statutory right to cancel within 14 days of delivery under the UK Consumer Contracts Regulations, even if there is no issue with the item.

To be eligible for a return, items must be:

unworn
unwashed
in original condition
with all tags and original packaging intact

For hygiene and quality 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 conditions.

2. How to Request a Return

To initiate a return, please contact us by email:

📧 vitaleway@gmail.com

Include the following details:

your order number
the item(s) you wish to return
the reason for the return (optional, but helpful)

Our team will respond with 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 these cases, Vitale Way will cover or reimburse the return postage.

4. Refunds

Once your return is received and inspected, we will notify you of approval or rejection.

If approved, your refund will be issued to the original payment method.

Refund processing times:

Vitale Way processing: 1–3 business days
Banks / PayPal / Stripe: 5–10 business days (varies by provider)

Please note that bank processing times are outside our control and cannot be expedited.

5. Exchanges

We currently do not offer direct exchanges due to inventory limitations.

If you wish to change size or colour:

Request a return
Receive your refund
Place a new order for the desired item

This ensures faster processing and accurate stock availability.

6. Faulty or Incorrect Items

If you receive an item that is:

damaged
faulty
incorrect

Please contact us within 7 days of delivery, including clear photos of the issue.

We will prioritise a replacement or a full refund at no additional cost.

7. Order Cancellations

Orders may be cancelled before they enter processing.

Once processing or dispatch has begun, cancellations are no longer possible.
If cancellation is not available, you may return the item once it arrives in accordance with this policy.