Refund policy
Returns and Refunds
This policy applies to the Vitapointe Leave-In Conditioner purchased through vitapointe.co.uk. Nothing in this policy affects your statutory rights.
Health and hygiene
Once the seal on this product has been broken or the packaging has been opened, it is not suitable for return and cannot be accepted for refund or exchange. This applies to the statutory cancellation right described below, in line with the health and hygiene exemption under the Consumer Contracts Regulations 2013. It does not apply to items that are faulty, damaged or not as described.
Your right to cancel
You have the right to cancel your order within fourteen days without giving a reason. The cancellation period ends fourteen days after the day on which you, or someone you nominate, receives the goods.
To cancel, email info@vitapointe.co.uk with your order number and a clear statement that you wish to cancel. You may use the model cancellation form set out at the end of this policy, but you do not have to.
If you cancel, you must return the goods to us without undue delay and in any event within fourteen days of telling us. You are responsible for the cost of returning the goods, unless they are faulty or not as described.
We will refund all payments received from you, including the standard delivery cost, within fourteen days of receiving the goods back, or within fourteen days of receiving proof that you have sent them, whichever is earlier. If you chose Next Day Delivery, we will refund the cost of our standard delivery service rather than the enhanced service.
Our thirty-day returns window
In addition to your statutory rights, we accept returns of unopened items within thirty days of delivery. Please contact us for authorisation before sending anything back, so that we can log the return and process your refund promptly.
- Items must be unopened, unused and with the seal intact.
- Return postage is at your own cost and is not refunded on goodwill returns.
- Please obtain proof of postage. We cannot accept responsibility for items lost in transit to us.
- Refunds are issued to the original payment method within fourteen days of the returned item reaching us.
Faulty, damaged or incorrect items
If your item is faulty, damaged in transit or not what you ordered, you have the right to a refund, repair or replacement under the Consumer Rights Act 2015. If you tell us within thirty days of delivery you are entitled to a full refund.
Please email info@vitapointe.co.uk with your order number and a photograph of the item and packaging. We will arrange a prepaid returns label at our cost. You will never be asked to pay return postage on a faulty or incorrect item.
Where a return is required for inspection, we will issue your refund within fourteen days of receiving the item.
Missing items
If part of your order is missing, or your parcel has not arrived, please tell us as soon as possible so that we can investigate with the courier while the tracking record is still available. This does not affect your statutory rights.
Returns address
Please do not send anything back before contacting us. Once your return is authorised, send it to:
209 Crescent Road, Barnet, England, EN4 8SB
Model cancellation form
To Vitapointe International Ltd,
209 Crescent Road, Barnet, England, EN4 8SB, info@vitapointe.co.uk:
I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Date:
Contact us
Vitapointe International Ltd, 209 Crescent Road, Barnet, England, EN4 8SB. Email info@vitapointe.co.uk or call 020 8457 2471, Monday to Friday, 9am to 5pm.