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.
These return conditions apply to your delivery country: United Arab Emirates.
Different delivery country?
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 returned product doesn't meet these conditions, the return will be refused and we'll send the product back to you at your expense.
Returns and costs: returning from outside the EU isn't free. You arrange and pay for the return shipment yourself, with a carrier of your choice. Once we've received and inspected the return, we refund the product price to the payment method you used. Shipping costs, import duties, local VAT and customs fees aren't refunded.
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.
Customs: as your country isn't a member of the EU, special customs rules apply to return shipments. Import duties and VAT may have been charged on delivery. These aren't included in the product price and aren't refunded by us; you can apply for a refund yourself with the customs authority in your country. On request, we'll send you the documents you need for this.
Before returning, contact our customer service. You'll receive a customs document for returned goods (pro forma invoice "Returned Goods"). Print it three times, put the three copies in a transparent document pouch and attach it visibly to the outside of the parcel, not just inside the box. Declare the shipment as returned goods without commercial value and ship it DAP, not DDP.
Online returns
Register your return in our returns portal, then contact our customer service for the customs document.
1. Register your return in our returns portal and choose your own shipping. Then email our customer service with your order number; you'll receive the customs document for returned goods and the return instructions.
2. Pack the product completely and securely, attach the customs document (three copies) visibly to the outside of the parcel and arrange a shipping label with a carrier of your choice. Remove old labels from the parcel.
3. Drop the parcel off at a shipping point or arrange a pick-up. Keep the receipt and the tracking number.
4. Once we've received and inspected your return, we refund the product price within 14 days.
Please note: the customs document you receive from us is not a shipping label. Both must be on the parcel: the customs document on the outside and a shipping label that you arrange yourself.