Refund policy
Return and Refund Policy
We offer a voluntary 30-day return policy. This means that you have 30 days after receiving your order to request an eligible return.
This policy does not affect any statutory consumer rights available to you under Maltese or European Union law.
Eligibility for a Return
For a change-of-mind return, the product must be:
- Unused and unopened;
- In the same condition in which it was received;
- In its original packaging where reasonably possible; and
- Returned with any hygiene or tamper seal intact.
Opening the external delivery packaging does not by itself prevent a return, provided the product has not been opened or used and any product seal remains intact.
You will also need your receipt, order confirmation or other proof of purchase.
Starting a Return
To request a return, contact us at:
Please include your order number and the reason for your return.
If your return is eligible, we will provide instructions explaining where and how to return the product. Please contact us before sending the product so that we can identify and process your return correctly.
Change-of-Mind Return Costs
Customers are responsible for the direct cost of returning products for a change-of-mind return, except where applicable law requires otherwise or we have agreed to cover the cost.
We recommend using a tracked delivery method and retaining proof of postage. The customer remains responsible for the returned product until it is delivered to us.
Damaged, Defective or Incorrect Products
Please inspect your order as soon as it arrives.
Contact us promptly at vitacoremalta@outlook.com if:
- The product arrived damaged;
- The product is defective;
- You received the wrong product; or
- Part of your order is missing.
Please provide your order number and, where possible, clear photographs showing the problem.
We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law. Where a return is required because the product is damaged, defective or incorrect, we will cover the necessary return cost.
Nothing in this policy limits your statutory rights regarding products that are faulty, damaged, misdescribed or otherwise not in conformity with the contract.
Personal-Care and Hygiene Products
For health and hygiene reasons, we cannot normally accept change-of-mind returns of sealed personal-care products after the product’s hygiene or tamper seal has been broken.
This exclusion applies only where the product is unsuitable for return due to health-protection or hygiene reasons after being unsealed.
This does not affect your rights where a product is defective, damaged, incorrect or otherwise not in conformity with the contract.
European Union 14-Day Right of Withdrawal
Where the statutory European Union right of withdrawal applies, you may notify us that you wish to withdraw from your online purchase within 14 days of receiving the goods, without providing a reason.
To exercise this right, email vitacoremalta@outlook.com with a clear statement confirming your decision to withdraw. Please include your name, order number and details of the product being returned.
After informing us of your decision, you must return the goods without undue delay and no later than 14 days after notifying us.
The statutory right of withdrawal may not apply to sealed goods that are unsuitable for return due to health-protection or hygiene reasons where the seal has been broken after delivery.
For a valid statutory withdrawal, we will reimburse eligible payments received from you, including the cost of our least expensive standard delivery method. Additional costs resulting from your choice of a more expensive delivery method will not be reimbursed.
Unless we have agreed otherwise, you are responsible for the direct return-delivery cost.
Refunds will be made using the same payment method used for the original purchase unless another method has been expressly agreed. We may withhold the refund until we have received the returned goods or you have provided evidence that they have been sent back, whichever occurs first.
Voluntary Returns Between Days 15 and 30
Our 30-day policy provides an additional voluntary return period beyond the statutory 14-day withdrawal period.
For eligible change-of-mind returns requested between days 15 and 30:
- The product must remain unused, unopened and sealed;
- The customer is responsible for return-delivery costs; and
- The original delivery charge is not refundable unless the product was damaged, defective or incorrect.
Exchanges
We do not currently offer direct exchanges.
The quickest way to obtain a different eligible product is to return the original product. Once the return has been accepted, you may place a separate order.
Refunds
We will notify you after receiving and inspecting your return.
If the return is approved, the eligible refund will be issued to the original payment method. Refunds will be processed without undue delay, although banks and payment providers may require additional time to display the refund in your account.
If more than 15 business days have passed since we confirmed that your refund was processed, contact:
Contact
For questions regarding returns or refunds, contact: