At The VitaBliss, we want you to feel confident when shopping for your hair care and skincare products. This policy explains how to request help if an order arrives damaged, defective, incorrect, or is otherwise eligible for a return under the terms below.
Because hair care and skincare products are personal-use items, hygiene and product-safety considerations apply to returns.
1. Reporting a Problem with Your Order
Please inspect your order after delivery. If an item arrives damaged, defective, incorrect, or incomplete, contact us at contact@thevitabliss.com within 48 hours of delivery.
Please include:
- Your order number and the name of the product.
- A clear description of the problem.
- Photographs of the product, packaging, and shipping parcel where relevant.
We may request additional information to assess the issue. Please keep the product and its packaging until we have reviewed your request.
2. Eligibility for Returns and Exchanges
A return, exchange, replacement, or refund may be considered in the following circumstances:
- You received a product different from the one you ordered.
- The product arrived damaged or defective.
- An item included in your order is missing.
- A return is otherwise required or permitted under applicable law.
For hygiene and safety reasons, products that have been opened, used, or unsealed generally cannot be returned simply because a customer has changed their mind or no longer wants the item.
Where a return is otherwise eligible, the product should be unused, unopened, sealed where applicable, and in its original packaging, unless the issue itself makes those conditions impossible.
All requests are reviewed individually. Nothing in this policy is intended to remove rights that cannot legally be excluded.
3. Items That Generally Cannot Be Returned
Unless the product is damaged, defective, incorrectly supplied, or applicable law requires otherwise, the following generally are not eligible for a change-of-mind return:
- Opened or used hair oils, shampoos, soaps, skincare products, and other personal-care items.
- Products with broken seals or damaged packaging caused after delivery by the customer.
- Products damaged through improper storage, handling, or use after delivery.
- Items returned without prior communication or the required return instructions.
Promotional or discounted products are subject to the same process for reporting damage, defects, or incorrect items. A sale price alone does not remove any applicable consumer rights.
4. How to Request a Return or Refund
To request assistance:
Step 1: Contact us. Email contact@thevitabliss.com with your order number, product details, and reason for your request.
Step 2: Allow us to review the request. We will assess the information and may request photographs or further details. We aim to respond within 2 business days.
Step 3: Follow the instructions provided. If a return is approved, we will email you the return instructions and the address to use. Please do not send a product to an address that has not been provided or confirmed by our team.
Step 4: Product inspection and resolution. Where a returned item needs to be inspected, we will review it after receipt and determine the appropriate resolution under this policy and applicable law.
5. Return Shipping Costs
If a return is required because we sent an incorrect item or the product arrived damaged or defective, we will advise you of the appropriate return or collection arrangements.
For other returns approved as an exception, responsibility for return shipping costs will be communicated when the return is authorised.
Please contact us before sending anything back. Unauthorised returns may be delayed while we identify the order and determine how to handle the parcel.
6. Refunds
If a refund is approved, we will explain the refund method and any steps required to complete it.
Where possible, refunds will be issued through the original payment method. If that method is unavailable or cannot accept the refund, we will contact you to agree on an appropriate alternative.
Approved refunds are generally initiated within 5 to 7 business days after the returned product has been received and inspected, where an inspection is required. The time it takes for the funds to appear may vary depending on the payment provider, bank, or financial institution.
For orders paid by cash on delivery, we may need additional payment details to arrange an approved refund. Any information requested for this purpose will be handled in accordance with our Privacy Policy.
Shipping charges will be handled according to the reason for the return and applicable law.
7. Replacements and Exchanges
If a replacement or exchange is approved, we will confirm the available options and explain the next steps. Replacement availability depends on stock and product availability.
If the requested product is unavailable, we will discuss an appropriate alternative or refund where applicable.
8. Order Cancellations
If you need to cancel an order, contact us as soon as possible at contact@thevitabliss.com and provide your order number.
We will try to accommodate cancellation requests received before processing or dispatch. Once an order has been processed or handed to the courier, cancellation may no longer be possible. If the parcel has already been dispatched, please contact us to discuss the available options.
Any approved cancellation refund will be handled according to the original payment method where possible and applicable law.
9. Late or Missing Refunds
If you have been told that your refund has been processed but have not received it, please allow time for the payment provider or bank to complete its processing.
If the refund still has not appeared, contact us at contact@thevitabliss.com with your order number and refund confirmation details, if available. We will help you check the status.
10. Contact Us
For all return, refund, exchange, or cancellation requests:
Email: contact@thevitabliss.com
Please include your order number in your message. Our team will provide any approved return instructions and the appropriate return address by email.
Thank you for giving The VitaBliss the opportunity to resolve any concerns with your order.