Refund policy

SHIPPING, RETURN AND REFUND POLICY

Effective Date: 30th June 2025
 Website: www.vital-light.com

At Vital Light, we are committed to providing clear, honest, and customer-oriented service. This policy outlines how we handle shipping, returns, refunds, and related procedures for purchases made through our Website. By placing an order, you agree to the terms below.

1. SHIPPING POLICY

a. Shipping Zones & Costs

We currently ship to all countries within the European Union, divided into two pricing zones. Fixed shipping rates apply depending on your zone, which are clearly displayed during checkout.

b. Optional Shipping Protection

During checkout, customers may opt to add shipping insurance for a small fee. This insurance covers confirmed loss, theft (including after delivery if the package was left unattended), or damage occurring during transit.
If shipping protection is not selected, Vital Light cannot provide compensation for lost, stolen, or damaged packages after they leave our facility.

c. Order Processing

  • Orders are processed within 1–2 business days after payment confirmation.
  • Orders placed on weekends or holidays will be processed on the next business day.

d. Estimated Delivery Time

  • Typical delivery time is 5–8 business days after dispatch.
  • Delivery times are estimates and may vary due to location, customs, holidays, or courier delays.

e. Tracking & Responsibility

  • A tracking number is emailed once your order is dispatched.
  • Customers are responsible for tracking shipments and ensuring someone is available for delivery.

f. Customs & Import Fees

Customers are responsible for all applicable customs duties, taxes, or import fees levied by local authorities.

g. Damaged or Lost Packages

  • If someone is present at delivery:
    Ask the courier to take photos, document the damage, and file an incident report. Email this to info@vital-light.com within 24 hours.
  • If the package is left unattended:
    Take clear photos or video showing the exact condition of the package as it was found. Email them to info@vital-light.com within 24 hours.
  • If tracking stalls before delivery:
    Customers must file a claim with their local courier and notify us immediately.
  • If tracking says “Delivered” but the customer claims non-receipt:
    We cannot offer refunds or replacements in such cases. The customer must follow up directly with the courier.

h. Incorrect Address Responsibility

Vital Light is not responsible for orders lost due to incorrect shipping details (e.g., wrong house number or postal code). Customers must contact the courier directly to attempt recovery.

2. RETURN POLICY

We offer two types of return policies:

A. Legal Right of Withdrawal (EU Customers)

Under EU law, customers may withdraw from their purchase within 14 days of delivery without providing a reason.

B. Voluntary 30-Day Return (All Customers)

As part of our customer-first approach, we offer a 30-day return period for eligible products, even beyond the legal requirement.

Return Eligibility

  • Items must be unused, undamaged, and in their original packaging.
  • The return must be initiated within 14 or 30 days, depending on the applicable policy.
  • Returns must include the order number or receipt.

Return Exclusions

  • Personalized or custom-made items.
  • Products unsealed after delivery that cannot be returned for hygiene or safety reasons.

Return Shipping

  • All return shipping costs are the customer’s responsibility.
  • We strongly recommend using a tracked and insured courier.
  • If returned items arrive used, damaged, or improperly packaged, no refund will be issued. If you want them sent back, you must cover the return shipping cost.

Return Process

  1. Email info@vital-light.com with your order number and reason for return.
  2. Upon approval, ship the product to our designated return address in Portugal.
  3. Send us the tracking number after dispatching your return.

3. REFUND POLICY

a. Processing

  • Once your return is received and approved, you’ll be notified via email.
  • Refunds will be issued to the original payment method within 5–10 business days after approval.

b. What Is Refunded

  • Only the product price will be refunded.
  • Shipping charges (original and return) are non-refundable.
  • No refunds will be issued for:
    • Used, damaged, or improperly returned products.
    • Returns outside the allowed timeframes.

c. Delays or Issues

If your refund is delayed:

  1. Check your bank or credit card statement.
  2. Contact your payment provider.
  3. If unresolved, email us at info@vital-light.com.

4. EXCHANGES

We do not offer direct exchanges. If you need a different product, please return the original item (if eligible) and place a new order.

5. ORDER CHANGES & CANCELLATIONS

Orders are processed immediately. If you need to cancel or change an order, contact us as soon as possible at info@vital-light.com. We will do our best to accommodate your request, but we cannot guarantee modifications once processing begins. Please double-check all details before submitting your order.

6. CONTACT & RETURNS

For any questions about shipping, returns, or refunds, please contact:

Vital Light
Email: info@vital-light.com
Website: www.vital-light.com