Refund policy

Return & Refund Policy

We want you to feel confident in your purchase. If you’re not satisfied, we’re here to help — within the boundaries of hygiene and product integrity.

1. Return Requests

As an EU customer, you have the right to request a return within 14 days of receiving your order. To qualify, the item must be:

• Unused
• In its original, undamaged packaging
• With all tags, seals, and accessories intact

To initiate a return, email info@vitalityfixly.com with your order number and reason. Do not send items back without prior approval, as we’ll provide further instructions and a specific return address based on the product type and location.

2. Return Address

Returns are handled through our fulfillment partners. The return address will be communicated after your return request is approved. This address may vary per item and country of origin.

3. Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery. Include clear photos and your order number. We will review and provide a suitable solution, such as a refund or replacement.

4. Items That Cannot Be Returned

To protect our customers and ensure product safety, the following items are excluded from return or refund, except in the case of a proven defect:

• Underwear and intimate garments (e.g., bras, panties, shapewear)
• Cosmetics or skincare products once opened or unsealed
• Personal care items (e.g., razors, toothbrushes, etc.)
• Customized or personalized items
• Perishable goods (e.g., food, plants, flowers)
• Hazardous materials (e.g., flammable liquids or gases)
• Gift cards or items marked as “final sale”

This policy aligns with EU hygiene regulations which allow sellers to refuse returns for products that cannot be resold for health protection or hygiene reasons once opened or tried on.

If you are unsure whether your item qualifies for return, please contact our support team before purchasing.

5. Exchanges

We do not offer direct exchanges. If you wish to receive a different item, you must request a return (if eligible) and place a new order.

6. Refunds

Once we’ve received and inspected your approved return, we’ll confirm whether your refund is approved. If so, your payment will be refunded to the original payment method within 10 business days.

Bank or card provider delays may apply. If you haven’t received your refund after 15 business days, please email us at info@vitalityfixly.com.

7. CONTACT INFORMATION