Refund and Returns Policy

Last updated: 01-Sep-2026

Vita Soul Rise wants you to understand what happens if you change your mind, receive a damaged or incorrect order, find a product is faulty, or are entitled to a refund. This policy applies to purchases made directly from Vita Soul Rise.

1. Your Statutory Rights

Nothing in this Refund & Returns Policy limits your statutory rights under applicable UK consumer law. Your rights can differ depending on whether you are changing your mind or the goods are faulty, damaged, incorrect or not as described.

Change-of-mind restrictions do not remove legal remedies for goods that do not conform to the contract.

2. Cancelling an Online Order

For most qualifying online purchases of ordinary goods, you may cancel without giving a reason. The statutory cancellation period normally ends 14 days after the day you, or a person you nominate other than the carrier, receives the goods. If one order contains goods delivered on different days, the period normally runs from receipt of the last item.

To cancel, send us a clear statement before the period ends and identify your order. You may use a model cancellation form if one is provided, but you do not have to use it.

Email: Info@vitasoulrise.co.uk

After notifying us, you normally have a further 14 days to send eligible goods back, unless we have agreed to collect them.

Cancelling Before Dispatch

Contact us as soon as possible if you want to cancel before dispatch. We cannot guarantee that an order can be intercepted once fulfilment or delivery has started.

If goods have not been supplied, the appropriate refund will be processed under the statutory rules. If the parcel is already in transit, the normal cancellation and return process may apply.

3. Returning Unwanted Products

Where a change-of-mind return remains eligible, please keep the product unused, unopened and, where relevant, sealed. Keeping the retail packaging in good condition helps us process the return, although original packaging is not an absolute condition where the law gives you a cancellation right.

Food supplements should not be consumed or materially handled if you intend to return them simply because you changed your mind.

You will be responsible for the direct cost of returning an unwanted product where this was properly disclosed before purchase and is legally permitted.

4. Opened or Unsealed Food Supplements

Our tablets and gummies are food supplements and may be supplied with a tamper-evident or other product safety seal.

UK cancellation rules contain an exception for sealed goods that are not suitable for return for genuine health-protection or hygiene reasons once unsealed after delivery. Where that exception properly applies to a Vita Soul Rise product, the statutory change-of-mind right may end when the relevant product seal is broken.

Opening the delivery box does not automatically remove your rights. We distinguish between outer shipping packaging, retail packaging and the seal protecting the product itself.

This exception does not remove your rights where a product is faulty, damaged, unsafe, incorrect or not as described.

Please check ingredients, allergens, warnings, directions and suitability information before opening or consuming a product. Where the lawful sealed-goods exception applies, an opened supplement will not normally qualify for a simple change-of-mind return merely because you dislike the taste, change your mind after consuming it, or decide you no longer want it.

A subjective health outcome is not, by itself, proof that a product is defective. We do not offer a health-results or satisfaction guarantee unless a separate guarantee is expressly introduced.

5. Faulty, Damaged or Defective Products

Change-of-mind restrictions do not replace your rights where goods are faulty, damaged, not as described, or otherwise fail to meet legal requirements.

Examples can include a broken container, damaged tablets or gummies, a compromised seal, a manufacturing defect, a genuine contamination concern, or a product materially different from its description.

Please contact us as soon as reasonably possible with your order number, a description of the issue and, where useful, photographs of the product, packaging and batch or lot number. Photographs help us investigate but are not an absolute condition of a statutory remedy.

Please do not dispose of the product before we have had a reasonable opportunity to investigate, unless keeping it would create a genuine safety concern.

Depending on the circumstances, statutory remedies may include a refund, replacement, repair where appropriate, or price reduction. UK law also provides a short-term right to reject qualifying faulty goods within 30 days, subject to the statutory conditions.

6. Incorrect, Missing or Delivery-Damaged Orders

Incorrect or Missing Products

If we send the wrong product, the wrong quantity, or part of your order is missing, contact Info@vitasoulrise.co.uk. We will investigate and arrange the appropriate remedy.

Where the error is ours, you will not be required to bear return costs that the law requires us to cover.

Products Damaged in Delivery

Please inspect your parcel after delivery. If an item arrives broken, leaking, crushed, opened, with a compromised seal, or otherwise materially damaged, contact us promptly.

Where useful, we may ask for photographs of the product, outer parcel, shipping label, and damaged packaging. Prompt reporting helps us investigate, but we do not impose an artificial 24-hour deadline that removes statutory rights.

7. Product Safety and Adverse Reactions

Do not consume a product if its safety seal is unexpectedly broken, the packaging appears tampered with, the product is materially damaged, or you have another genuine safety concern. Contact us before using it.

If you experience an unexpected reaction, stop using the product where appropriate and seek medical advice if needed. For a serious or urgent concern, obtain professional medical help rather than relying on customer service.

Please also provide us with the order and batch or lot details so we can review the matter.

A reported reaction does not automatically establish that a product is defective.

8. How to Start a Return

Before sending anything back:

Contact Vita Soul Rise with your order number and reason for return.
Wait for any instructions needed for your case.
Confirm the correct return address.
Package the product securely.
Return it within the applicable period.
Keep proof of postage where appropriate.

Customer service email: Info@vitasoulrise.co.uk

Returns address: 51 Bedford Road, IG1 1EL, Ilford, London, UK.

Please do not send products to the public business address unless we confirm it is the correct returns address.

9. Returning Products Safely

Package returned goods appropriately to protect them from avoidable damage in transit. We recommend keeping proof of postage until the return is resolved.

Unless we tell you otherwise as part of a lawful return process, this policy does not require a particular courier, tracked service or insurance. Tracking may be sensible for some parcels, but it is not an automatic condition of your statutory rights.

10. Return Postage Costs

For change-of-mind returns, you may be required to bear the direct return cost if that responsibility was properly disclosed in advance.

Where we are legally responsible because goods are faulty, damaged, incorrect or otherwise non-conforming, we will bear the reasonable return costs required by law.

We do not apply a blanket rule that customers always pay return postage.

11. Refunds and Refund Timing

Following a valid statutory cancellation, we will reimburse the payments due under applicable law, normally including the product price and any standard outbound delivery charge that must be refunded.

For returned goods, where we have not offered collection, reimbursement must be made without undue delay and no later than 14 days after we receive the goods back or, if earlier, 14 days after you provide evidence that you sent them back.

In other cancellation cases, including where goods have not been supplied, the deadline is generally 14 days after we are informed of the cancellation.

Refunds will normally use the same payment method as the original transaction unless you expressly agree otherwise. We will not replace a legally required monetary refund with store credit or a voucher without your agreement.

The time taken for funds to appear after we issue a refund may depend on your bank or payment provider.

12. Delivery Charges and Excessive Handling

Where the law requires a delivery refund following statutory cancellation, we will refund up to the cost of the least expensive standard delivery option offered.

If you chose a more expensive express or premium option, we may not be required to refund the extra amount above standard delivery.

For an eligible change-of-mind return, a refund may be reduced where goods were handled beyond what was reasonably necessary to establish their nature, characteristics and functioning. Any deduction must reflect permitted diminished value; it is not a fixed restocking fee.

For sealed food supplements, the separate health-protection or hygiene exception may apply once the relevant seal is broken.

13. Exchanges, Sale Items and Promotions

Vita Soul Rise offers exchanges where the product sent is unopened and returned in its original condition within 7 days of delivery. If you want to exchange an eligible product, contact us with your order number and the product you would like instead. Exchanges are subject to product availability and any applicable return requirements.

Sale and discounted products remain subject to applicable statutory rights. A lower price does not remove rights relating to faulty goods or any statutory online cancellation right that applies.

Where a valid refund relates to a promotion, it will normally reflect the amount actually paid, subject to your legal rights. We do not create separate gift or promotional restrictions here.

14. Products Purchased Elsewhere

This policy applies to products purchased directly from www.vitasoulrise.co.uk.

If you bought a Vita Soul Rise product from another retailer or marketplace, you should normally contact that seller because your sales contract is generally with them.

We will still receive genuine product-safety enquiries about Vita Soul Rise products purchased elsewhere.

15. Refused or Undeliverable Parcels

If a parcel is refused, returned because the address supplied was incorrect, left uncollected, or otherwise undeliverable, we may contact you to agree the next step.

Refusing or failing to collect a parcel does not necessarily amount to a clear cancellation notice, so please contact us if you intend to cancel.

Any redelivery, return-to-sender or other charge will only be applied where lawful, reasonable and part of our confirmed process.

16. Contact Us About a Return

Vita Soul Rise

Operated by SADDI TRADERS LTD

51 Bedford Road

Ilford

England

IG1 1EL

United Kingdom

Website: www.vitasoulrise.co.uk