Exchanges & Returns

Return conditions:
When you send a return, you automatically agree to Vitaly's return conditions

  • Timeframe for returns:Goods must be returned within 14 days of receipt.

  • Sender's responsibility: Please note that you as the shipper are responsible. In approximately 5 to 10% of returns, issues arise that prevent us from processing a refund. Be prepared for this before sending.

  • Traceable proof of postage:You must provide the proof of postage with a traceable track & trace number to info.vitalyhealth@gmail.com. We cannot process a refund until the tracking number indicates that the package has actually been delivered.

  • Notification of return:Returns must be notified to us in writing via email.

  • Condition of the goods:The goods must be unused, undamaged and in their original packaging. If there is any damage, please report it immediately with photos.

  • Resaleability:The goods must be capable of being resold by us.

Excluded from returns and refunds:

  • Custom-made goods and special orders cannot be returned.

  •  Items of a personal nature and items that cannot be returned for hygienic reasons (such as underwear, lingerie, tights and care products).

  • Goods shipped after 60 days of receipt.

Return procedure in 8 steps:

Step 1: Read the return policy: Please read the return policy at the top of this page carefully before following the steps.

Step 2:Contact our customer service: Please contact our customer service via email at info.vitalyhealth@gmail.com to register a return. Please remember to include your contact details and order number, and include clear photos or videos of any defects or damage. 


Step 3: Download the return form below and fill it in completely. Add this form to the package. If information is missing, we cannot make a refund.


Downloadherethe return form from Vitaly, part of MSecom (.docx)

Step 4: Pack your package carefully, firmly and neatly.

Step 5: Create a trackable shipping label:Create a shipping label online or at a local postal company. Make sure this label has a traceable track & has a trace code. (Use the return address at the bottom of this page).

Step 6: Stick the shipping label on the package:Put the shipping label firmly on the package or have it done at a postal point. Send the items together with the completed returns form to the returns address.

Step 7: Send the shipping receipt: Send the shipping receipt with the traceable track & tracking number in response to the email indicating you are returning the item to info.vitalyhealth@gmail.com.

Step 8: Agree & Awaiting delivery:By submitting you agree to our terms. We have to wait until it is listed as 'delivered' in the tracking. If this is the case, we will issue a refund within 14 days via the same payment method used for payment.

Note:

1. As a sender you are responsible. And we want to avoid misunderstandings.

2. In 5 to 10% of cases, tax obligations, loss, or other obstacles can prevent returns from arriving. If this occurs, refunds from our side are unfortunately not possible. If your shipment is insured, you may be entitled to a refund of the purchase amount and/or shipping costs via the delivery service. Depending on the courier's policy and the nature of the problem, the package may also be returned to you, the sender.

Refuse at the door, do not pick up at a collection point or return with the delivery person, is that possible?

No, for a successful refund it is necessary to follow our returns steps and policies. Returns by handing them to the delivery person, not picking them up at a collection point, or refusing them at the door are not accepted. If the return was not processed according to our procedure, we unfortunately cannot process a refund, neither to the customer nor to Klarna.

Return address: 

  • Company name: Yiwu Cujia Trade Co., Ltd
  • Zip code: 321000
  • Street address: Warehouse of Sujia Aihua, 1511 Jingang Avenue East
  • City: Jinhua
  • Province: Zhejiang
  • Country: China

(Please note that there may be high costs for returning to China ≈ €15-€25).

Notes and Terms:

  • The costs of returning your order are always at the expense and risk of the buyer. Return costs will not be reimbursed.

  • The shipping costs are between 11 and 50 euros, depending on the size and weight of your package and the chosen delivery service. For larger, heavier orders and depending on the delivery service, costs may be higher.

  • You as the sender are responsible. We are not responsible for incorrect addresses or problems during the shipping process. We reserve the right not to issue a refund in such cases.

  • Please ensure items are in good condition and meet all conditions before returning them.

  • Refunds will be made within 14 working days of receipt of the return at the address stated above.

  • The proof of shipment with traceable track & trace should be sent to us at info.vitalyhealth@gmail.com. Preferably by responding to previous email contact.