RETURN & REFUND POLICY

Last updated: July 17, 2026

This Return & Refund Policy applies to purchases made from the Vitalore online store. The Store is operated by Green Life 08 Ltd (“Vitalore”, “we”, “us”, or “our”), and this Policy forms part of our Terms of Service.

Nothing in this Policy limits any mandatory consumer rights that apply to your purchase.

1. OUR 14-DAY CHANGE-OF-MIND POLICY

All customers may notify us that they wish to cancel an eligible online purchase within 14 days without giving a reason.

For customers in the European Union and the United Kingdom, this section operates together with the statutory rules in Sections 6 and 7. For customers elsewhere, it is our voluntary return promise unless local law provides greater rights.

For goods, the 14-day notice period starts on the day after:

• you, or a person designated by you other than the carrier, receives the goods;
• you receive the last item where goods from one order are delivered separately; or
• you receive the last lot or piece where goods consist of multiple lots or pieces.

Where applicable law extends a deadline that falls on a Saturday, Sunday, or public holiday, the deadline is extended accordingly.

2. HOW TO CANCEL OR REQUEST A RETURN

Before the 14-day notice period expires, tell us clearly that you wish to cancel. You may:

• use the online withdrawal and return function in your customer account;
• email a clear statement to info@vitalor.eu; or
• send the model withdrawal form at the end of this Policy. Use of the model form is optional.

Your notice should identify you, the order, the goods concerned, and an electronic means by which we can acknowledge receipt.

A request for a return number or instructions is not a condition for exercising a mandatory right of withdrawal.

You are responsible for showing that your notice was sent within the applicable period, so please keep a copy.

For an EU order, the online function remains available during the withdrawal period. After entering the required information, review it and use the final confirmation control.

We will send an acknowledgment of an electronically submitted withdrawal, including its content and the date and time of submission, without undue delay in a durable form such as email.

3. SENDING GOODS BACK

After notifying us, send the goods back without undue delay and no later than 14 days after the day on which you notified us.

The deadline is met if you dispatch the goods before that 14-day period expires.

Unless we provide a different address in writing for your return, send it to:

Green Life 08 Ltd
Contact: Vasil Danchev
kv. Kamelia 158, vh. 2, et. 5, ap. 21
8240 Sunny Beach
Bulgaria
Email: info@vitalor.eu
Phone: +359 88 793 8322

Include the order number or other information that allows us to identify the purchase.

Do not send a return cash on delivery.

We strongly recommend using a trackable service and retaining proof of dispatch.

4. RETURN SHIPPING COSTS AND RISK

For a change-of-mind return or withdrawal, you are responsible for the direct cost of returning the goods, unless we have agreed to pay it or applicable law requires otherwise.

We do not provide a prepaid return label for change-of-mind returns.

If you receive an incorrect, defective, or damaged product, please contact us before returning it. We will provide return instructions and, depending on the circumstances, either provide a prepaid return label or reimburse reasonable and documented return shipping costs.

If you choose and arrange the return carrier yourself, you are responsible for the return shipment until it is delivered to us, except where applicable law provides otherwise.

5. CONDITION, INSPECTION, AND HEALTH OR HYGIENE EXCEPTIONS

5.1 EU and UK statutory withdrawals

For food supplements, cosmetics, personal-care products, and other health-related products, reasonable inspection may include examining the external packaging, labels, quantity, and visible condition of the product, but must not involve breaking any relevant protective or hygiene seal or consuming, applying, testing, or otherwise using the product.

Opening the shipping packaging or an ordinary outer carton does not, by itself, remove the statutory right of withdrawal, provided that the product and its relevant protective seals remain intact.

Where permitted by law, we may make a proportionate deduction for any actual reduction in value caused by handling beyond what is reasonably necessary to inspect the product.

Please return the goods complete, together with any accessories, instructions, and, where reasonably possible, their original product packaging.

5.2 Voluntary returns outside the EU and UK

To qualify for our voluntary change-of-mind return, goods must be unused, unopened, complete, in resalable condition, and returned with their original product packaging and all protective, hygiene, or tamper-evident seals intact.

These conditions do not limit any mandatory consumer rights under applicable local law or rights relating to incorrect, defective, damaged, or otherwise non-conforming goods.

5.3 Sealed goods for health protection or hygiene reasons

The statutory or voluntary right to return a product due to a change of mind does not apply where the product:

• was supplied with a genuine protective or hygiene seal;
• is not suitable for return for health protection or hygiene reasons; and
• has been unsealed after delivery.

Relevant seals may include an inner foil seal, tamper-evident closure, sealed pump, sealed product-contact area, or individually sealed blister packaging.

Opening the shipping packaging or an ordinary outer carton does not remove the right of withdrawal where the product and its relevant protective or hygiene seals remain intact.

For products supplied in blister packaging, opening the outer carton does not, by itself, remove the right of withdrawal where all blister strips and individual blister cavities remain intact.

A product will be treated as unsealed or used where, for example, a protective seal has been broken, a bottle or tube has been opened, a pump has been activated, a blister cavity has been opened, or the product has been consumed, applied, tested, or otherwise used.

This exception does not affect your rights where the product is incorrect, defective, damaged in transit, has damaged packaging upon delivery, or otherwise does not conform to the contract.

6. EUROPEAN UNION ADDENDUM

If you are a consumer in the European Union, you have a statutory right to withdraw from an eligible distance contract within 14 days without giving a reason, subject to the applicable statutory exceptions.

The period for notifying us of your withdrawal and the period for returning the goods are separate.

After notifying us within the 14-day withdrawal period, you have a further 14 days to send the goods back.

We will reimburse all payments due for the returned goods without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw.

We may withhold reimbursement until we have received the goods or you have provided evidence that you sent them back, whichever occurs first.

Standard delivery to European Union destinations is currently provided free of charge. Therefore, there is normally no separate outbound delivery charge to reimburse.

If a separate standard delivery charge was paid, we will reimburse the cost of the least expensive standard delivery option offered for the order, as required by applicable law.

If you selected a more expensive express or premium delivery option, we are not required to reimburse the additional amount above the cost of the least expensive standard delivery option.

The direct cost of returning the goods is your responsibility, unless we have agreed to pay it or the goods are incorrect, defective, damaged in transit, or otherwise do not conform to the contract.

Refunds will be made using the original payment method unless you expressly agree otherwise.

We will not charge you any fee for the reimbursement.

Your right of withdrawal is separate from your mandatory rights where goods do not conform to the contract.

Depending on the applicable law and the circumstances, available remedies may include replacement, a proportionate price reduction, or termination of the contract and reimbursement.

7. UNITED KINGDOM ADDENDUM

If you are a UK consumer, you generally have 14 days after delivery to notify us that you wish to cancel an eligible distance purchase without giving a reason.

After notifying us within that period, you have a further 14 days to return the goods.

Statutory exceptions may apply, including the exception for qualifying sealed goods that are not suitable for return for health protection or hygiene reasons and have been unsealed after delivery.

We will reimburse all payments due for the returned goods no later than 14 days after we receive the goods back or, if earlier, after you provide evidence that you sent them back.

Standard delivery to the United Kingdom is currently provided free of charge, so there is normally no separate outbound delivery charge to reimburse.

If a separate basic delivery charge was paid, we will reimburse that amount.

We are not required to reimburse any additional amount paid for an express or premium delivery option above the cost of basic delivery.

The direct cost of returning the goods is your responsibility, unless we have agreed to pay it or the goods are incorrect, defective, damaged in transit, or otherwise do not conform to the contract.

Where permitted by law, we may make a proportionate deduction for any actual reduction in value caused by handling beyond what is reasonably necessary to inspect the goods.

Refunds will be made using the original payment method unless you expressly agree otherwise.

We will not charge a refund fee.

Your cancellation rights are separate from your rights for faulty or misdescribed goods under the Consumer Rights Act 2015.

These rights may include a 30-day short-term right to reject faulty goods and, where applicable, replacement, followed by a price reduction or final right to reject.

8. UNITED STATES AND OTHER COUNTRIES

For customers in the United States and other countries outside the European Union and the United Kingdom, the 14-day process described in Sections 1 to 5 is our voluntary change-of-mind return policy, unless applicable local law provides longer periods or additional mandatory rights.

For destinations outside the European Union and the United Kingdom, standard outbound delivery is currently provided free of charge, except for orders delivered to the United States, for which a separate shipping charge may be displayed and charged at checkout.

US orders are shipped on a DDP basis. Applicable import duties and import taxes required for delivery are prepaid by us, and customers should not be required to pay those import charges upon delivery.

For a voluntary change-of-mind return, the customer is responsible for the direct cost of returning the goods. Any separately identified outbound shipping charge paid for delivery to the United States will not be refunded where this was clearly disclosed before purchase and is permitted by applicable law.

For returns from the United States, please contact us before shipping so that we can provide the appropriate return and customs instructions. Where accurate and legally permitted, the parcel should be declared as returned goods. The contents, origin, and value must always be declared accurately.

If the product is incorrect, defective, damaged in transit, has damaged packaging upon delivery, or otherwise does not conform to the order, the customer will not be responsible for reasonable return shipping costs.

We will provide return instructions and, depending on the circumstances, either issue a prepaid return shipping label or reimburse reasonable and documented return shipping costs. We will provide the appropriate replacement, refund, or other remedy required by applicable law.

US orders will be shipped within the time stated at purchase. If no shipment time is stated, we will comply with the applicable requirements of the FTC Mail, Internet, or Telephone Order Merchandise Rule.

If we cannot ship within the applicable period, we will request the customer’s consent to the delay or cancel the affected order and provide the required refund.

9. DEFECTIVE, DAMAGED, INCORRECT, MISSING, OR NON-CONFORMING GOODS

The change-of-mind return rules do not affect your legal rights where a product is defective, damaged in transit, incorrect, incomplete, missing, has damaged packaging upon delivery, or otherwise does not conform to the contract.

Please contact us at info@vitalor.eu and provide your order number and a description of the issue.

Where reasonably possible, please include photographs of the product, its packaging, shipping package, label, and any visible damage.

Photographs help us assess and resolve the issue but do not automatically determine whether a valid statutory claim will be accepted.

We will provide the remedies required by the law applicable to your purchase.

Depending on the applicable law and the circumstances, these may include replacement, a proportionate price reduction, cancellation of the affected purchase, or a refund.

If the product needs to be returned, we will provide return instructions and, depending on the circumstances, either issue a prepaid return shipping label or reimburse reasonable and documented return shipping costs.

Please retain the product and its packaging until we provide instructions, unless keeping the product would be unsafe or unreasonable.

10. REFUNDS AND PAYMENT PROCESSING

For statutory withdrawals in the European Union and the United Kingdom, refunds will be processed within the periods stated in Sections 6 and 7 and in accordance with applicable law.

For voluntary returns outside the European Union and the United Kingdom, we will normally process the refund within 14 days after receiving and inspecting the returned goods.

Refunds will be made using the original payment method unless you expressly agree to another method.

We do not charge a refund fee or restocking fee for a valid statutory withdrawal.

Your bank, card issuer, or payment provider may require additional time to credit the refund to your account and may apply its own currency conversion rate.

This processing time does not extend our legal deadline for issuing the refund.

Any deduction permitted by applicable law, including a deduction for an actual reduction in the value of the goods, will be itemised and explained.

11. PARTIAL RETURNS, BUNDLES, PROMOTIONS, GIFTS, AND SALE ITEMS

For an eligible partial return, we will refund the amount actually paid for the returned item, taking into account any discount applied to the order.

Bundles or sets sold as a single product must normally be returned complete.

If a free promotional gift was included with the purchase, it should also be returned unused when the qualifying product is returned.

Sale and promotional items have the same mandatory consumer rights as full-price items.

12. CANCELLATION BEFORE DISPATCH, LOST ORDERS, AND NON-DELIVERY

You may request cancellation before your order is dispatched through your customer account or by email.

We will try to stop the shipment, but cannot guarantee cancellation once processing or dispatch has begun.

If the order has already been shipped, the return process set out in this Policy will apply.

If your order is not delivered within the expected delivery period or appears to be lost, please contact us.

We will investigate the shipment with the carrier and provide the appropriate replacement, cancellation, or refund in accordance with applicable law.

13. REFUSED, UNCLAIMED, OR UNDELIVERABLE SHIPMENTS

Refusing delivery or failing to collect a parcel does not automatically constitute a valid notice of withdrawal.

Please submit a clear withdrawal or cancellation request through your customer account or by email.

If a parcel is returned because of an incorrect or incomplete address provided by you, an unjustified refusal of delivery, failure to collect the parcel, or refusal to pay previously disclosed import charges, we may deduct the reasonable and documented costs directly resulting from the failed delivery, where permitted by applicable law.

No deduction will be made where the failed delivery was caused by us or the carrier acting on our behalf.

14. INTERNATIONAL CUSTOMS, DUTIES, AND TAXES

Except for US orders shipped on a DDP basis as described in Section 8, orders delivered outside the European Union are generally shipped on a DAP basis.

The recipient is responsible for any applicable import VAT, customs duties, customs-clearance charges, and other local import costs, where this was clearly disclosed before purchase.

For returns from outside the European Union, please contact us before shipping so that we can provide customs instructions.

Where accurate and legally permitted, the shipment should be identified as returned goods.

The contents, origin, and value must always be declared accurately.

Any import duties, taxes, or charges paid directly to a customs authority or carrier are governed by that authority or carrier.

You may need to apply directly to them for reimbursement, and we cannot guarantee that reimbursement will be approved.

These rules do not apply to costs resulting from our error or from goods that are incorrect, defective, damaged in transit, or otherwise do not conform to the contract.

15. EXCHANGES

We do not currently offer direct exchanges for change-of-mind returns.

If you wish to exchange a product, please return the eligible item and place a new order.

This does not affect any statutory right to replacement or another remedy where the goods are incorrect, defective, damaged, or otherwise do not conform to the contract.

16. RETURN VERIFICATION AND PAYMENT DISPUTES

We may inspect returned goods to confirm that they correspond to the original order and meet the applicable return conditions.

A return or refund request may be refused where there is objective evidence that the returned item was not purchased from us, was substituted, or the information provided is materially inaccurate.

Please contact us first so that we can investigate and try to resolve the issue.

Nothing in this Policy limits your right to use any lawful payment-provider, consumer dispute-resolution, regulatory, or court procedure.

You may not receive both a refund from us and reimbursement through a chargeback or another payment dispute for the same transaction.

17. COMPLAINTS AND ALTERNATIVE DISPUTE RESOLUTION

Please send complaints to info@vitalor.eu.

We will review your complaint and respond in a durable form, such as email.

This does not affect your right to contact a competent consumer protection authority or bring a court claim.

Where Bulgarian alternative dispute resolution rules apply and the complaint cannot be resolved directly, information about the competent conciliation commissions is available from the Bulgarian Consumer Protection Commission:

https://kzp.bg/bg/pomiritelna-komisiya

Where required, we will inform you whether we agree or are obliged to participate in the relevant alternative dispute resolution procedure.

18. GOVERNING LAW

This Policy and the contract are governed by Bulgarian law.

If you are a consumer habitually resident in another country to which we direct our activities, this choice does not deprive you of the protection of any mandatory provisions of the law that would apply in the absence of this choice.

Nothing in this Policy limits any non-waivable right to bring proceedings before a court that has jurisdiction under applicable law.

19. CONTACT AND RETURN ADDRESS

Green Life 08 Ltd
Contact: Vasil Danchev
kv. Kamelia 158, vh. 2, et. 5, ap. 21
8240 Sunny Beach
Bulgaria

Email: info@vitalor.eu
Phone: +359 88 793 8322
Online function: Withdraw from the contract / request a return

APPENDIX - MODEL WITHDRAWAL FORM

Complete and send this form only if you wish to withdraw from the contract.

You may instead use the online function or send another clear statement.

To:

Green Life 08 Ltd
Contact: Vasil Danchev
kv. Kamelia 158, vh. 2, et. 5, ap. 21
8240 Sunny Beach
Bulgaria

Email: info@vitalor.eu
Phone: +359 88 793 8322

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:

____________________________________________________________

Ordered on / received on: ______________________________________________

Order number: ______________________________________________________

Name of consumer(s): _________________________________________________

Address of consumer(s): _______________________________________________

Email or other electronic contact for acknowledgment: __________________

Signature of consumer(s) (only if this form is submitted on paper):

____________________________________________________________

Date: _____________________________________________________________

Delete as appropriate.