Returns & Refunds
We want you to feel confident every time you order from PureVitals. If a product does not meet your expectations, this page explains exactly how to send it back and what happens next.
Please read the eligibility notes below before requesting a return. Because we sell nutritional supplements, a few specific condition rules apply to opened items — these protect every customer who receives a replacement order.
Eligibility for returns
You have 14 days from the date of delivery to request a return. To be eligible, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging.
Due to the nature of our products, we cannot accept returns for supplement bottles that have been opened or had their safety seals broken. This applies to all nutritional supplements sold on PureVitals and helps us ensure that every order we ship meets the standards you expect.
How to start a return
To start a return, contact us at [email protected] with your order number and a short note about the item you would like to return.
If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return shipping costs
Unless the item is faulty or the incorrect product was sent, the customer is responsible for the cost of return shipping.
We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item at our Manchester facility. Keeping your postage receipt protects you if a package is delayed or lost in transit.
Refund process
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit will automatically be applied to your original method of payment within 10 business days.
Please remember it can take some time for your bank or credit card company to process and post the refund after we have issued it. If you have not seen the funds after 10 business days, contacting your card provider first is usually the quickest next step.
Damaged or faulty items
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
We will evaluate the issue and make it right. Depending on the situation, this may include sending a replacement or issuing a full refund including original shipping costs for faulty goods. In all cases we aim to respond to your initial message within one working day.
Non-returnable items
Certain types of items cannot be returned, such as perishable goods or personalized products. We also do not accept returns for hazardous materials, flammable liquids, or gases.
Sale items and gift cards are also non-returnable.
Please get in touch if you have questions or concerns about your specific item — we are happy to clarify before you post anything back to us.
On this page
Return checklist
- Item is unused and in original condition
- Safety seal is intact and unbroken
- Original packaging included
- Within 14 days of delivery
- Return requested by email first
- Trackable postage obtained (customer returns)
Need help with a return?
Our support team handles every return enquiry individually. Reach us Monday to Friday, 9:00 to 18:00.
Contact supportRelated policies
Common questions about returns
Quick answers to the questions we receive most often. If your situation is not covered here, our support team can help directly.
Can I return a supplement bottle if I have already opened it?
No. To protect every customer who receives a replacement order, we cannot accept returns for supplement bottles that have been opened or had their safety seals broken. If you received a damaged or faulty item, contact us immediately and we will arrange a replacement or refund separately.
How long do I have to request a return?
You have 14 days from the date of delivery to contact us about a return. We recommend reaching out as soon as you know you want to send an item back, so there is plenty of time to arrange the return label and postage.
Who pays for return shipping?
If you are returning an item because you changed your mind, you cover the return shipping cost. If the item is faulty, defective, or we sent the wrong product, we provide a prepaid return shipping label and refund the original shipping cost as well.
When will my refund appear?
Once we receive and inspect your return, we process the refund within 10 business days to your original payment method. After we issue it, your bank or card provider may need additional time to post the funds to your account.
What should I do if my order arrives damaged?
Inspect your order as soon as it arrives. If anything is defective, damaged, or incorrect, contact us straight away at [email protected] with your order number. We will evaluate the issue and send a replacement or issue a full refund, including original shipping costs for faulty goods.
Still have a question about your return?
Our Manchester-based support team is available Monday to Friday, 9:00 to 18:00. We handle every enquiry individually and aim to respond within one working day.