Last updated: 20 August 2026

At Vital Thrive, we want customers to receive the correct products in good condition. This policy explains how cancellations, returns, damaged goods and refunds are handled.

Cancelling an Order

If you wish to cancel an order, please contact us as soon as possible at:

vitalthrive@outlook.com

If your order has not yet been dispatched, we will let you know whether cancellation is possible.

If the order has already been dispatched, your cancellation and return rights will depend on the nature of the product and applicable UK consumer law.

Returns

Please contact us before returning any product so that we can provide the appropriate instructions.

Where you have a legal right to cancel an online purchase, this is generally exercisable within 14 days of receiving the goods, subject to applicable exemptions.

Products should be returned appropriately packaged and, where applicable, in their original condition.

Some goods may be exempt from the usual cancellation right—for example, certain sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. We will only apply an exemption where it legally applies.

This does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied or not as described.

Damaged or Incorrect Orders

Please inspect your order when it arrives.

If your item is:

• Damaged in transit
• Faulty
• Incorrect
• Missing an item
• Significantly different from its description

please contact us as soon as reasonably possible.

We may request photographs of the product, packaging and shipping label so we can investigate the issue.

Where appropriate, we will arrange a replacement, refund or other remedy in accordance with your statutory rights.

Faulty Products

Products supplied by Vital Thrive must meet the standards required by applicable UK consumer law.

If a product is faulty or does not conform to the contract, you may have statutory rights to a repair, replacement, price reduction or refund depending on the circumstances and timing.

Nothing in this policy limits those statutory rights.

Change-of-Mind Returns

Where the statutory cancellation right applies, please notify us within the applicable cancellation period.

Unless we agree otherwise or the goods are faulty, customers may be responsible for the reasonable cost of returning unwanted products.

Returned products should be appropriately protected during transit.

Products That Have Been Opened

For safety, integrity and contamination-control reasons, we may be unable to resell certain products once their original packaging or seal has been opened.

However, we will not use this restriction to deny a remedy where you have statutory rights because a product is faulty, damaged, misdescribed or otherwise does not conform to the contract.

Refunds

Once a return has been received and assessed, we will confirm the outcome.

Where a refund is due, it will normally be returned using the original payment method.

Banks and payment providers may take additional time to process the refund after it has been issued.

Where required by law, applicable standard delivery charges will also be refunded.

Return Shipping

Please contact us before sending anything back.

We will provide return instructions where a return is accepted or required.

If an item is faulty, damaged or incorrectly supplied, we will handle reasonable return costs as required by applicable consumer law.

Delivery Problems

If tracking shows that your parcel has been delivered but you have not received it, please check around the delivery location and with household members or neighbours before contacting us.

If you still cannot locate the parcel, contact us and we will investigate the delivery with the courier where appropriate.

Please see our Delivery Information page for additional information.

Research Products

Where a product is expressly sold for research purposes only, customers must follow the stated intended-use restrictions.

However, describing a product as a research product does not remove any statutory consumer rights that apply to the transaction.

How to Contact Us

For cancellations, returns, refunds or problems with an order, contact:

Vital Thrive
Email: vitalthrive@outlook.com

Please include your name, order details and a brief description of the issue so we can deal with your enquiry efficiently.