Last updated: 25 July 2026
This Policy supplements the Vyralon.eu Terms & Conditions.
1. Seller
VITALSHOP LTD
73 Penzance Road
Alvaston
Derby DE24 0NH
United Kingdom
Company Number: 17368919
Website: https://vyralon.eu
Returns and withdrawals: returns@vyralon.eu
Complaints: complaints@vyralon.eu
2. Right to Cancel / Withdraw
If you are a Consumer and have a statutory right to cancel an online purchase, you may exercise that right in accordance with the law applicable to you.
For Consumers in the European Union and the United Kingdom, the cancellation period is generally 14 days from receipt of the Products, without giving a reason, subject to applicable exceptions.
You may notify us of your decision:
- through the online withdrawal function available on Vyralon.eu;
- by email to returns@vyralon.eu; or
- by another unequivocal statement permitted by applicable law.
A model Withdrawal Form is also available, but use of that form is not mandatory where another valid method is permitted.
3. Online Withdrawal
Vyralon.eu provides an online withdrawal function for eligible online purchases.
Where required by applicable law, an electronic withdrawal submission will be acknowledged on a durable medium, such as email, including information confirming that the withdrawal statement has been received.
4. Returning Products
After notifying us of a withdrawal, return the Products without undue delay.
For Consumers covered by the relevant EU or UK rules, Products should generally be sent back no later than 14 days after notifying us of the withdrawal.
Before sending a return, please contact:
and provide your order number and information identifying the Products being returned.
This helps us correctly identify and process international returns.
5. Return Address
Returns should be sent to:
VITALSHOP LTD
73 Penzance Road
Alvaston
Derby DE24 0NH
United Kingdom
Unless we expressly provide another address for a particular return, this is the physical return address.
6. Condition of Returned Products
Products should be packaged and protected appropriately for return transport.
Consumers may inspect Products to the extent reasonably necessary to establish their nature, characteristics and functioning.
If a Product has been handled beyond what is reasonably necessary for that purpose, we may take account of any resulting diminished value where applicable law permits.
7. Sealed Products and Hygiene Exceptions
The statutory cancellation right may be excluded for certain sealed Products which are not suitable for return for health-protection or hygiene reasons after being unsealed, where the conditions required by applicable law are met.
This may apply where:
- the Product was supplied sealed;
- the seal was broken after delivery; and
- the Product is no longer suitable for return for health-protection or hygiene reasons.
Opening the external shipping package alone does not remove cancellation rights where the Product’s own protective seal remains intact.
This exception does not affect rights relating to Products which are defective, damaged, incorrectly supplied or otherwise non-conforming.
8. Cost of Return Shipping
For a standard change-of-mind cancellation, the Consumer bears the direct cost of returning the Product to the United Kingdom where:
- the Consumer was properly informed of that obligation; and
- applicable law permits the cost to be borne by the Consumer.
Where the original delivery was provided on a DDP – Delivered Duty Paid basis, this does not mean that Vyralon automatically bears the cost of a voluntary return shipment.
Where a Product is defective, damaged, incorrectly supplied or otherwise non-conforming, reasonable return costs will be borne by Vyralon where required by applicable law.
9. Refunds Following Withdrawal
Following a valid statutory withdrawal, we will reimburse the amounts required by applicable law.
Where required, this includes the cost of the least expensive standard outbound delivery method offered for the order.
Additional costs resulting from a more expensive delivery method specifically chosen by the Customer may not be refundable where applicable law permits.
Refunds will be made without undue delay and, where required by applicable law, no later than 14 days after we are informed of the Consumer’s decision to withdraw.
For sales of goods, where permitted by law, we may withhold reimbursement until:
- we receive the returned Products; or
- the Consumer provides evidence that the Products have been sent back,
whichever occurs first.
Refunds are normally made using the original payment method unless another method is agreed or necessary for technical reasons.
10. Cash on Delivery Refunds
For Cash on Delivery orders, reimbursement through the carrier may not be technically possible.
We may therefore request bank account details or another appropriate refund method.
Failure or refusal to collect a COD parcel does not automatically constitute a valid withdrawal where applicable law requires an unequivocal withdrawal statement.
Where unjustified non-collection causes reasonable and documented direct carrier or return costs, Vyralon may seek reimbursement of those costs to the extent permitted by applicable law.
11. Defective, Damaged or Incorrect Products
If a Product:
- is defective;
- arrives damaged;
- differs from the Product ordered;
- is missing from the parcel; or
- otherwise does not conform to the Contract,
please contact:
or use the Complaints option in the Vyralon contact form.
Where reasonably possible, provide:
- your order number;
- the Product concerned;
- a description of the problem; and
- photographs or other supporting information where useful.
Photographs may help us investigate the problem, but failure to provide photographs does not remove statutory Consumer rights.
Where Vyralon is responsible for the return, we will bear reasonable return costs where required by applicable law.
12. DDP and Returns
DDP applies to an outbound delivery only where the relevant shipment is expressly identified as DDP at checkout.
DDP for the original shipment does not automatically cover:
- voluntary return shipping;
- storage charges caused by non-collection;
- redelivery costs;
- costs resulting from an incorrect address supplied by the Customer; or
- other additional costs caused by circumstances attributable to the Customer,
except where applicable law requires otherwise.
13. Contact
Returns and withdrawals: returns@vyralon.eu
Complaints: complaints@vyralon.eu
Customer Service: customer@vyralon.eu
VITALSHOP LTD
73 Penzance Road
Alvaston
Derby DE24 0NH
United Kingdom
Company Number: 17368919