Returns
If your Vitavien purchase doesn't live up to your expectations, you can send it back to us within 14 days of receiving it, no reason needed. For a full refund, the product must reach us in its original condition, unused and undamaged.
Return conditions
You're only allowed to unpack the product and feel it, just as you would in a shop. We recommend using the original packaging for the return so the product isn't damaged in transit.
What cannot be returned:
- Products received more than 14 days ago.
- Custom-made products.
- The Premium non-slip rug underlay once the packaging has been opened (for hygiene reasons).
- Used, damaged or incomplete products.
- Products showing signs of use, footprints or marks left by pets.
Please note: If a product is returned that doesn't meet these conditions, your return will be refused and you'll be responsible for the €12 delivery charges, plus an additional €19 for inspecting the product and sending it back to you.
Returns and costs:
Returns are free for up to 2 products or 2 orders (max. 2 products per order). Follow the steps in our online returns portal to register your return and receive a return label.
Exchanging products:
A direct exchange on delivery isn't possible. For a different product, first return the current one and then place a new order in our online shop.
Please note:
You may feel the product at home, just as you would in a shop. When you lay out a rug, for example, vacuum the floor first so the rug doesn't get dirty. If the product isn't right for you, it has to be returned in its original packaging, or as close to that as possible.
For orders of three or more products of which three or more are returned (or more than 2 orders with a return), a returns fee of €25 applies.
Online returns
Register your return and receive a return label.
1. Register your return in our returns portal and choose the return method you prefer.
2. Download and print your return label and return form. Put the printed return form in the parcel.
3. Make sure the product is completely packed, remove old labels from the parcel and attach the new return label to the parcel.
4. You'll need to take your parcel to a drop-off point. Keep the drop-off receipt as proof.
5. Once we receive your return, we aim to process your refund within 14 days.
Please note: a free return is only possible if you download the return label from our returns portal. If you return without our return label, the return costs can't be refunded.