Refund policy
Last updated: 3 October 2026
Our return offer
We offer a return period of 30 days if you change your mind. To use this offer, contact us within 30 days of receiving your order and send the eligible items back within 14 days of notifying us.
For this additional return offer, products must be unused, in their original product packaging and with their product safety seals intact. Please provide your order number or another reasonable proof of purchase. The same offer applies to discounted products.
This offer is in addition to your legal cancellation rights and rights relating to faulty, damaged or incorrectly described goods. Its conditions do not restrict those rights.
Your legal right to cancel
For most online purchases, you can tell us you wish to cancel within 14 days after you, or someone you nominate, receives the goods. If goods from one order arrive separately, this period normally starts when the last item arrives. You do not need to give a reason.
After telling us, you have a further 14 days to send the goods back. You can cancel by emailing info@prestigevita.co.uk, using the optional cancellation form below, or sending us another clear statement of your decision. Cancellation does not depend on us approving your request.
For statutory cancellation returns, you may inspect goods as you would reasonably do in a shop. Where the law allows, we may reduce a refund to reflect a loss in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning.
Product safety seals
The legal right to cancel when you change your mind does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once they have been unsealed after delivery. For this reason, we cannot accept opened food supplements under our voluntary return offer.
Opening the outer delivery box alone does not remove your cancellation rights. A broken product seal also does not remove your rights if the product is faulty, damaged, unsafe, not as described or otherwise fails to meet legal requirements.
How to arrange a return
Email info@prestigevita.co.uk with your order number, the items concerned and, if relevant, details of the problem. We will give you return instructions and the correct return address. Please contact us before posting a parcel so that it reaches the appropriate location.
Our registered office is for company correspondence. Please obtain the returns address from us rather than assuming the registered office is the returns centre. Our return instructions do not replace or restrict a valid statutory cancellation notice.
If you return goods because you have changed your mind, you are responsible for the direct return postage cost. We recommend retaining proof of posting. If the item is faulty, damaged, incorrect or otherwise does not meet your legal rights, we will cover the reasonable cost of an agreed return or collection.
Faulty, damaged or incorrect products
Contact us if there is a problem with your order. We will provide the remedy required by law, which may be a refund, replacement or another appropriate remedy depending on the circumstances.
You normally have a short term right to reject faulty goods within 30 days. Further rights may continue after that period. Our voluntary return offer does not limit those rights.
You do not have to provide the original receipt if you can provide another reasonable proof of purchase. Sale prices and opened packaging do not remove rights relating to faulty goods.
Refunds
Refunds are made to the original payment method unless you expressly agree otherwise. We do not charge a refund administration fee.
For a statutory cancellation, we will refund without undue delay and no later than 14 days after receiving the returned goods or evidence that you sent them back, whichever happens first. If we have agreed to collect the goods, the applicable deadline is normally 14 days after your cancellation notice.
When you cancel the whole order under your statutory rights, we also refund the standard outbound delivery charge. If you selected a more expensive delivery option, we refund the amount of our least expensive standard delivery option. For a partial return, any delivery refund depends on the circumstances and your legal entitlement.
For an eligible return under our extended offer after the statutory cancellation period, we refund the returned product price within 14 days of receiving it. Original delivery charges are not refunded under that additional offer unless required by law or agreed with you.
Refunds for faulty goods are made within the applicable legal timeframe. Your payment provider may take additional time to display a refund after we issue it.
Exchanges
If you would prefer a different product, contact us. We can explain the available options, which may involve returning the eligible original item and placing a new order.
Optional cancellation form
You may copy and complete the following form, or simply send us a clear cancellation message.
To: PRESTIGE BEAUTY GROUP LTD trading as Prestige Vita, 82a James Carter Road, Mildenhall, Bury St. Edmunds, IP28 7DE, United Kingdom; email info@prestigevita.co.uk.
I/we give notice that I/we cancel my/our contract for the following goods:
- Goods and order number:
- Ordered on / received on:
- Customer name:
- Customer address:
- Date:
- Signature, only if submitting this form on paper:
Contact
Email: info@prestigevita.co.uk.
Prestige Vita is a trading name of PRESTIGE BEAUTY GROUP LTD, registered in England and Wales under company number 16938241. Registered office: 82a James Carter Road, Mildenhall, Bury St. Edmunds, IP28 7DE, United Kingdom.