1) Your statutory rights
This policy does not affect your statutory rights. If an item is faulty, damaged, incorrect, not as described, or not fit for purpose, please contact us and we will offer an appropriate remedy.
The change-of-mind restrictions below apply to eligible returns where you simply change your mind. They do not remove your legal rights if there is a problem with the goods.
2) Change of mind returns
If you are a UK consumer buying online, you typically have 14 days after delivery to tell us you want to return or cancel an order.
- You must tell us within 14 days of delivery.
- Items must be unopened, unsealed, unused, and resaleable.
- You must send items back within 14 days of telling us you want to cancel, unless we agree otherwise.
- Return postage is normally paid by you for change-of-mind returns.
3) Items not eligible for change-of-mind return
- Opened or unsealed supplements where the tamper seal has been broken, unless the item is faulty, damaged, incorrect, or not as described.
- Items returned in a condition suggesting use, contamination, or handling beyond what would reasonably be permitted in a shop.
- Items returned without suitable protective packaging where damage occurs because the return was not packed reasonably.
4) How to start a return
Email support@vigeoplus.com with your order number, the email address used at checkout, and what you want to return.
If your return is approved, we will provide return instructions and the return address. Please do not send items back until we have confirmed the return instructions.
5) Refunds, timing and deductions
Refunds are issued to the original payment method.
For eligible change-of-mind returns, refunds are typically issued within 14 days from the day we receive the returned goods or evidence that you sent them.
Where required by law, we will refund the standard delivery cost for eligible cancelled orders. If you chose a more expensive delivery option, we only need to refund the cost of our standard delivery option.
Where permitted, we may reduce a refund to reflect any reduction in value caused by handling beyond what would reasonably be permitted in a shop.
Your bank or payment provider may take additional time to make the refund visible in your account after we have processed it.
6) Faulty, damaged, missing, or wrong items
Contact us as soon as possible with your order number and photos of the outer packaging, item, label, batch code, and any visible issue where applicable.
We will offer an appropriate remedy, such as a replacement, resend of missing items, or refund, depending on the issue and your statutory rights.
If we ask you to return an item for inspection and the issue is confirmed as faulty, damaged, incorrect, or not as described, we will cover reasonable return costs.
7) Order cancellation
If your order has not been dispatched, we can usually cancel it. Email support as soon as possible with your order number and the email address used at checkout.
If the order has already shipped, follow the change-of-mind return process if eligible, or contact support for help. You can also read our dedicated Cancellation Policy .
8) Refund disputes and chargebacks
If you have an issue, please contact us first. It is usually the fastest way to resolve it.
If you initiate a chargeback with your bank or payment provider, resolution may take longer because evidence must be reviewed by the provider.
This does not affect your legal rights. It is simply the cleanest path to a quick fix.
9) Contact
For returns or refund questions, email support@vigeoplus.com with your order number, the email address used at checkout, and a short explanation of the issue.