Cancelling orders
Orders can be cancelled at any time before the items are picked for production in the warehouse. To do so, please email customerservice@vitalityonlinestore.co.uk.
If you need to email, please include your membership number and details of the order.
You will have several opportunities to review your order. You are encouraged to review all the details in your basket before you check out. In the basket, you will have the opportunity to amend the quantities and sizes. Once an order is placed, you will receive an email with a summary of each item.
Your order is withheld for a period of two hours after the email confirmation is sent, this allows you to review your order in case any amendment is required. Unfortunately, once the order is picked up by the warehouse for production you cannot cancel or amend your order, so it is best to review the order summary to prevent disappointment.
Return of non-faulty items
You can return your order within 30 days from receiving your products. To process a return please follow the next steps:
Visit the returns centre here
Enter your order number and email address to start
Follow the instructions and select the items you want to return
Once your request is approved, you will get a confirmation email with shipping guidelines
If you have any problems, please contact customer services at: customerservice@vitalityonlinestore.co.uk.
If you need to email, please include your membership number and details of the order.
Our policy lasts 30 days. If 30 days have passed since you received your order, unfortunately we can’t provide a refund for non-faulty items.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and contain the delivery note, so we know which order is being returned.
We advise using a tracked delivery service, such as Royal Mail 48hr. Any item not in its original condition, damaged, or missing parts for reasons not due to our error will not be eligible for a full refund.
You’ll be responsible for paying the shipping costs for returning your item, but if the entirety of an order is returned, we’ll refund any original cost of delivery.
Incorrect or faulty items
If you believe the item you have received is faulty or has been received incorrectly please let us know as soon as possible. Email customerservice@vitalityonlinestore.co.uk with an image of the fault or incorrectly received product and we will respond with a resolution as quickly as possible.
This doesn't affect your statutory rights.
If you need to email us, please include your membership number and details of the order.
Refunds and exchanges
Refunds
Once your return has been received and inspected, we’ll email you with a notification that your refund has been processed, or explaining why this isn’t possible. Refunds are processed back to the original card or payment method which depending on your bank may take 3-4 working days from the point of processing.
If you believe you haven’t received your refund within this time please contact your credit or debit card company to ensure the funds are not being held. They should be able to clarify.
If this isn’t the case, please email us at customerservice@vitalityonlinestore.co.uk and we’ll be happy to look into this further.
If you need to email us, please include your membership number and details of the order. If a delivery charge has applied, a refund will be provided if the item is faulty.
Exchange
We don’t offer exchanges for non-faulty items. To receive another size, we ask that you place another order, this way you can check availability for the new product and track your order's progression.