Refund policy
VitalItaly — Return & Refund Policy
Last updated: September 2026
At VitalItaly, we are committed to providing authentic Italian products and a clear and transparent customer experience.
1. Right of Withdrawal — European Union
If you are a consumer in the European Union, you have the right to withdraw from your purchase within 14 days from the delivery of your order, without giving any reason.
The withdrawal period begins on the day you, or a third party designated by you other than the carrier, receives the goods. Where an order is delivered in several parts, the withdrawal period begins when the last item is delivered.
To exercise your right of withdrawal, please contact us within the applicable 14-day period at ludo@vitalitaly.net.
Please include your order number and the products you wish to return.
2. Conditions for Returns
Returned products must be in the condition in which you received them, unused and, where applicable, in their original packaging.
You are responsible for taking reasonable care of the products while they are in your possession.
3. Return Shipping Costs
Return shipping costs are the responsibility of the customer.
VitalItaly does not provide free return shipping for returns made under the customer's right of withdrawal.
If a product is defective, damaged, or incorrectly supplied, VitalItaly will cover the reasonable return costs and arrange an appropriate replacement or refund.
4. Non-Returnable Products and Exceptions
The right of withdrawal does not apply where an applicable legal exception exists.
In particular, returns are not accepted for:
- Perishable food products or food products that have been opened, consumed, or whose condition has deteriorated after delivery, where the applicable legal exception applies;
- Products made to the customer's specifications or clearly personalised;
- Other products for which an applicable statutory exception to the right of withdrawal applies.
If you are unsure whether a particular product can be returned, please contact us before sending it back.
5. How to Request a Return
To request a return, contact ludo@vitalitaly.net within the applicable 14-day withdrawal period.
Please provide:
- Your order number;
- The product or products you wish to return;
- The reason for the return, if you wish to provide one.
We will provide you with the appropriate return instructions and return address.
Please do not send products back without contacting us first.
6. Damaged, Defective or Incorrect Products
Please inspect your order promptly after delivery.
If you receive a product that is defective, damaged, or different from what you ordered, contact us at ludo@vitalitaly.net as soon as possible and provide photographs where appropriate.
After reviewing the issue, VitalItaly will arrange an appropriate replacement or refund. In these cases, the reasonable return costs are covered by VitalItaly.
7. Exchanges
VitalItaly does not offer product exchanges.
If you wish to purchase a different product, you may return the eligible product in accordance with this policy and place a new order separately.
8. Refunds
Once we receive and inspect an eligible returned product, we will process the applicable refund using the original payment method.
Where the customer exercises the applicable EU right of withdrawal, refunds will be processed in accordance with applicable consumer protection law.
Where applicable, the refund includes the standard outbound delivery cost paid by the customer. Additional costs resulting from the customer's choice of a more expensive delivery method are not refundable where permitted by applicable law.
Return shipping costs paid by the customer are not refundable, except where the return is due to a defective, damaged, or incorrectly supplied product or where otherwise required by applicable law.
9. Contact
For all return and refund enquiries:
VitalItaly / VitalItaly Ltd
Reginastrasse 26
81827 München
Germany
Email: ludo@vitalitaly.net
Landline: +49 (0) 89 54028686
Mobile and WhatsApp: +49 172 3238991
Additional WhatsApp: +44 788 0861049
