1. Policy Overview

VitaMercado aims to handle return and refund requests fairly, clearly and without unnecessary delay. This policy applies to purchases made through VitaMercado.

Nothing in this policy limits mandatory consumer rights under applicable Polish or European Union law.

2. Right of Withdrawal

Consumers in the European Economic Area generally have the right to withdraw from an eligible online purchase within 14 days without giving a reason.

The withdrawal period normally starts on the day after you, or a person designated by you other than the carrier, receives the goods.

To exercise this right, send us a clear statement before the withdrawal period expires. After notifying us, return the eligible goods within the legally required period.

3. Products Excluded from Change-of-Mind Returns

The right of withdrawal may not apply, or may be lost, for products recognised by law as unsuitable for return. These may include:

• sealed goods that cannot be returned for health-protection or hygiene reasons once unsealed;
• opened cosmetics, personal-care or hygiene products;
• products liable to deteriorate or expire rapidly;
• personalised, customised or made-to-order goods;
• goods inseparably mixed with other products after delivery.

4. Return Conditions

Unless a product is defective or non-conforming, a return will normally be accepted only when:

• the request is made within the applicable return period;
• the product is unused and not damaged by the customer;
• all seals, labels, accessories and manuals remain present where applicable;
• the original packaging is included where reasonably possible;
• proof of purchase or the order number is provided;
• the product is not subject to a lawful return exclusion.

Returned products may be inspected before a refund is approved. A lawful deduction may be made for diminished value caused by handling beyond what was reasonably necessary to inspect the goods.

5. How to Request a Return

1. Contact us through the Contact Us page or at shop@vitamercado.com or support.vitamercado@gmail.com.
2. Provide your order number, full name and email address.
3. Identify the product and explain the reason for the request.
4. For damaged or incorrect items, include clear photographs where reasonably requested.
5. Wait for the correct return instructions and return address.
6. Package the item securely and keep proof of shipment.

6. Return Shipping Costs

Change-of-mind returns

Unless VitaMercado agrees otherwise or applicable law requires us to pay, the customer is responsible for the direct cost of returning an eligible product after changing their mind.

Defective, damaged or incorrect items

If a product is confirmed to be defective, damaged on arrival, incorrectly supplied or otherwise non-conforming, VitaMercado will provide an appropriate remedy without charging the customer necessary return costs, where required by law.

7. Damaged, Defective, Missing or Incorrect Items

Please inspect the delivery promptly and contact us as soon as reasonably possible if:

• the parcel or product arrived damaged;
• an item is missing;
• you received the wrong product or quantity;
• the product appears defective or does not match its description.

Keep the product, packaging, shipping label and all contents while the claim is reviewed. Depending on the circumstances and your legal rights, the solution may include replacement, repair, price reduction, refund or another appropriate remedy.

8. Delayed or Non-Delivered Orders

If the estimated delivery period has passed, check the tracking information, delivery address, neighbours, reception areas and any carrier notice before contacting us.

VitaMercado may open an investigation with the carrier. Where an order is confirmed lost for reasons not caused by the customer, we will provide an appropriate replacement or refund.

Additional costs may apply where delivery failed because the customer provided an incorrect address, refused delivery without legal justification, failed to collect the parcel or did not pay required import charges, subject to applicable law.

9. Refund Processing

Once approved, refunds are normally issued to the original payment method. Card refunds processed through Stripe are returned to the original card or payment method.

For an eligible statutory withdrawal, refundable amounts will be calculated according to applicable law. Additional delivery costs resulting from choosing a service more expensive than the least expensive standard option may not be refundable.

We may wait until the returned goods are received, or until you provide evidence that they were sent, before issuing the refund where legally permitted.

After VitaMercado initiates a refund, the time required for it to appear depends on Stripe, the card network, payment method and customer's bank.

10. Cancelling an Order Before Dispatch

Contact us immediately if you need to cancel or change an order. We will make reasonable efforts to help, but cancellation cannot be guaranteed after processing, packing or dispatch has begun.

If cancellation is confirmed before dispatch, the applicable amount will be refunded. If the order has already been dispatched, it will normally be handled under the return process.

11. International Returns and Customs

International returns must follow our instructions and comply with carrier, customs and export requirements.

Unless the return results from our error or applicable law requires otherwise, original customs duties, import taxes, brokerage fees and international return costs are not refundable by VitaMercado.

12. Return and Refund Contact Details