Last Updated: 27 November 2025

1. Introduction

This Refund/Return Policy applies to all purchases made from VITAMEAT LTD (“we”, “us”, “our”) through our website vitameat.co.uk, including any subdomains, mobile applications and related services (collectively, the “Site”).

By placing an order on our Site, you agree to this Refund/Return Policy, in addition to our Terms & Conditions and Privacy Policy.

2. Your Right to Cancel (Cooling-Off Period)

If you are a consumer located in the UK or EU, you generally have a legal right to cancel your online order within 14 days of receiving your goods (the “cooling-off period”), subject to the conditions below.

However, this right does not apply to certain types of products, such as:

• - Perishable or time-sensitive goods.
• - Food, supplements or consumable products which have been opened, used or unsealed.
• - Goods that cannot be returned for health or hygiene reasons once unsealed.
• - Customised or personalised products.

3. Eligibility for Returns

To be eligible for a return or refund (where applicable), the following conditions must be met:

• - The item must be unused and in its original, unopened packaging.
• - All seals, labels and tamper-evident features must be fully intact.
• - You must request a return within 14 days of receiving your order, unless the item is faulty or damaged.
• - You must provide proof of purchase (order number, invoice or receipt).

We reserve the right to refuse a refund if the returned items do not meet the above conditions or show signs of use, damage or tampering not caused during delivery.

4. Non-Returnable / Non-Refundable Items

The following items are generally non-returnable and non-refundable:

• - Opened, used or partially consumed food, supplements or consumable products.
• - Products that have been unsealed and cannot be returned for health or hygiene reasons.
• - Items damaged due to misuse, neglect or improper storage after delivery.
• - Gift cards or promotional vouchers.
• - Any product explicitly marked as “non-returnable” or “final sale” on the product page.

5. Damaged, Incorrect or Faulty Items

If you receive an item that is damaged, faulty, or not what you ordered, please contact us within 48 hours of delivery, providing:

• - Your order number;
• - A description of the issue; and
• - Clear photos of the item, packaging and any damage (if applicable).

Once reviewed, we may offer a replacement, a partial refund, a full refund or another suitable solution in accordance with your legal rights.

6. How to Request a Return

To request a return, please follow these steps:

• - Email us at contact@vitameat.co.uk with your order number, the items you wish to return, and the reason for the return.
• - Wait for our team to confirm whether your return is approved and to provide return instructions.
• - Package the items securely in the original packaging, including all inserts, labels and accessories.
• - Send the parcel to the return address provided by our customer support team.

Please do not send items back to us without first contacting us and receiving confirmation, as this may delay or prevent your refund.

7. Return Shipping Costs

Unless the product is faulty, damaged on arrival or sent in error, you are responsible for the cost of returning the item to us.

We recommend using a tracked and insured shipping method. We are not responsible for items lost or damaged in transit when being returned to us.

8. Refund Processing

Once we receive and inspect your returned item, we will notify you whether your refund has been approved or rejected.

If approved, your refund will be processed to the original payment method used for the purchase (e.g. card payment via Lloyds Bank payment gateway). Refund timing may vary depending on your bank or payment provider, but usually takes 5–10 business days after we confirm the refund.

Shipping costs paid on the original order (including express delivery fees) are generally non-refundable, except where we shipped the wrong item or the product was faulty or damaged on arrival.

9. Exchanges

We do not typically offer direct exchanges. If you wish to receive a different product, you may:

• - Request a refund (if eligible) for the original item; and
• - Place a new order for the item you would like instead.

10. Orders Refused or Undeliverable

If an order is returned to us as undeliverable or refused at the point of delivery (for reasons not attributable to us), we may deduct any applicable shipping and handling costs from any refund issued.

11. Business Customers

Different rules may apply to orders placed by business customers or wholesalers. Please contact us directly to discuss any return or refund relating to business purchases.

12. Contact Us

If you have any questions about this Refund/Return Policy, or you wish to request a return or refund, please contact us:

VITAMEAT LTD

Email: contact@vitameat.co.uk
Address:
London Headquarters Office: Berkeley Square House, Berkeley Square, London W1J 6BD, United Kingdom

This Refund/Return Policy is provided for general information only and does not limit any statutory rights you may have under applicable consumer protection laws.