Return & Refund Policy

Last updated: 31 July 2026

Supplements are personal, and you cannot know how something sits with you until you have tried it. This policy sets out what happens when something is not right. It applies to every order placed at 31vital.com and works alongside our Terms & Conditions and Shipping Policy.

Before you dispute a charge

If there is any problem with your order, email support@31vital.com first. We reply within one business day and we resolve almost everything with a refund, a replacement or a reshipment.

A chargeback takes weeks, freezes the money for both of us, and gets you the same outcome we would have given you the same day. Give us the chance first.

30 day returns

You have 30 days from delivery to return a product you have changed your mind about. No reason needed.

To qualify for a refund:

• The bottle must be unopened with the seal intact
• It must be in original condition, with any outer packaging
• The return must be sent with a tracked method, arranged through support@31vital.com

Opened bottles cannot be returned. This is not us being awkward. A supplement that has left our control and been opened cannot safely go to anyone else, so there is nothing for us to do with it but destroy it. Faulty products are the exception and are covered below.

Return shipping on a change-of-mind return is paid by you.

How to start a return

1. Email support@31vital.com with your order number within 30 days of delivery.
2. We send you the return address and instructions. Do not ship anything before you have these, because an unannounced parcel often cannot be matched to an order.
3. Send it with a tracked method and give us the tracking number. We cannot take responsibility for a return that goes missing without tracking.
4. We confirm receipt and check the seal and condition.
5. Approved refunds are processed within 5 to 8 business days.

Exchanges

We do offer exchanges. If you ordered the wrong product, send it back unopened within 30 days and we will ship the replacement free. You cover the return, we cover the outbound.

If the exchange is because we sent the wrong thing, we cover both directions.

Damaged, wrong or faulty

Damaged in transit, or something missing from your box: tell us within 48 hours of delivery with photos of the outer parcel and the bottles. Carriers require damage claims fast, which is the only reason this window is short.

Wrong product, or a product that is faulty: you have 30 days from delivery. Photos help but are not required.

In all of these cases we replace or refund in full, we pay any return shipping, and you do not need to send anything back. The unopened-and-sealed condition does not apply here either: a faulty product can always be returned, opened or not.

If a bottle arrives with a broken seal, treat it as damaged. Do not take it.

Refunds

Approved refunds go back to your original payment method within 5 to 8 business days of us receiving and checking your return. Your bank may need a few more days to show it.

Shipping was free, so a refund is the full amount you paid.

We may reduce or decline a refund where a bottle comes back opened, used, incomplete, or damaged after delivery. If that happens we contact you first and explain, rather than quietly refunding less than you expected.

Subscriptions

Cancelling. You can cancel at any time, in your account, in the same number of steps it took to subscribe. It takes effect immediately and stops every future charge. There is no retention offer to click past, no phone call and no exit survey. You can also cancel by emailing support@31vital.com.

Before a renewal. We email you before every single charge with the date, the amount and what is in the box, and a link to skip, change or cancel it. That email is your prompt.

If a renewal catches you out. If you were charged for a box you did not want and you tell us before it has shipped, we cancel and refund it in full. If it has already gone out, send it back unopened within 30 days and we refund it in full including your return shipping. A forgotten renewal is not the kind of thing we want to profit from.

If a payment fails. We email you and retry a limited number of times over several days. If it still fails we pause your subscription rather than cancelling it, so nothing is lost if you fix the card. We never keep charging a failing card indefinitely.

A note on how supplements work

Most things in our range need longer than a week before there is anything to judge. Sleep and digestion tend to show up first, usually somewhere between weeks two and four. Skin, hair and nails are the slowest of all and need a full three months.

We say this because "I have taken it for ten days and I feel nothing" is the most common reason people ask for a refund, and it is usually too early to tell. You are still welcome to your refund. We would just rather you knew.

Some people do not notice much at all. That happens, and it depends on where you were starting from.

If a product does not agree with you

Stop taking it. If you have had a serious reaction, speak to a doctor first, then tell us at support@31vital.com with the product name and the lot number from the bottle. We log every report and pass it on.

You get a full refund in this situation regardless of whether the bottle is opened.

Abuse

These promises are for customers, not for people running them repeatedly. Where there is a clear pattern of abuse we may decline a refund, and we will tell you why.

Your statutory rights

Nothing here replaces the rights you have by law.

United Kingdom: you have 14 days from delivery to cancel a distance purchase without giving a reason, and a further 14 days to send it back. One legal limit applies: sealed goods that cannot be returned for health or hygiene reasons once opened are excluded, and supplements fall into that category, so unopened bottles can be returned under this right and opened ones cannot. Separately, the Consumer Rights Act gives you a short-term right to reject faulty, misdescribed or unsatisfactory goods within 30 days.

Australia and New Zealand: our products come with guarantees that cannot be excluded under the Australian Consumer Law and the Consumer Guarantees Act. If something is faulty you are entitled to a repair, replacement or refund, and to compensation for other reasonably foreseeable loss.

Canada and the United States: consumer protection rules vary by province and state. Where they give you more than this page does, they apply.

Our 30 day policy sits on top of these rights, never instead of them. If this page and your legal rights ever disagree, your legal rights win.

Need help?

Email support@31vital.com or use our Contact page. Most questions are already answered on the FAQ page.

We reply within one business day, every time.

31VITAL is a trading name of MKT Group VOF, registered in the Netherlands, Chamber of Commerce number 42114579.