Refund policy

Vitabia Returns and Refund Policy

At Vitabia, we value our customers and strive to ensure that every purchase meets your expectations. If you're not completely satisfied, we offer a 30-day hassle-free return and refund process.

Returns Eligibility

You have 30 days from the date of receiving your item to request a return. To be eligible:

  • The item must be unused, in original condition, with tags, and in its original packaging.

  • Consumable products (e.g., pet supplements) must be unopened due to safety and hygiene reasons.

  • You must have a receipt or proof of purchase.

How to Initiate a Return

  1. Contact Us: Email us at orders.biacreations@gmail.com with your order number, item name, and reason for return.

  2. Prepare the Package: Pack the product in its original packaging along with any instructions, labels, or product tags. Include your name, order number, and contact details.

  3. Ship to:

    Vitabia Returns Department
    📌 10 Raymond Avenue, Chadderton, Oldham, United Kingdom

  4. We recommend using a trackable shipping service.

  5. Return shipping costs are the buyer’s responsibility unless the item is damaged or faulty.

Damaged or Defective Items

If you receive a damaged or defective product, contact us within 7 days of delivery with a photo and description. We’ll arrange a refund or replacement at no extra cost, including return shipping.

Refund:

  • Once your return is received and inspected, we’ll notify you of the approval.

  • If approved, refunds are issued to the original payment method within 5 business days.

  • For credit cards, it may take an additional 5–10 business days for the refund to appear on your statement.

  • If 15 days have passed since approval and no refund appears, contact us.

Exchange:

To exchange a product, return the original item following the standard return process. Once accepted, place a new order for the desired item.

Return Exceptions

  • Items showing signs of use, damage, or missing packaging/tags will not be accepted.

  • Sale items, custom products, gift cards, and opened consumables are non-returnable.

European Union 14-Day Cooling-Off Period

If you're in the EU, you may cancel or return your order within 14 days of delivery without providing a reason. The product must be unused and in original packaging, with proof of purchase.