Refund Policy
Last updated 3 September 2026. This policy sits alongside your legal rights and does not replace them.
The short version
You can cancel any pre-order for a full refund at any time before it is despatched. Once your kit arrives you have 14 days to change your mind, provided the sample pack is still sealed. On top of that, we offer a voluntary 30-day guarantee on the report itself. Contact us at sales@usevitalyz.com and we will sort it out.
1. Cancelling a pre-order before despatch
Vitalyz kits are currently sold on pre-order, shipping from the 25th of September 2026. You can cancel at any time before your kit is despatched, for any reason or none, and we will refund you in full.
If we are unable to despatch by the date shown at the time of your order, and we cannot agree a new date with you, you may cancel and receive a full refund.
2. Your 14-day right to change your mind
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have 14 days from the day you receive your kit to cancel, without giving a reason. To do this, tell us within that period at sales@usevitalyz.com. You then have a further 14 days to return the kit to us.
We will refund you within 14 days of receiving the kit back, or of receiving proof that you have sent it, whichever is sooner. You pay the cost of returning it unless the kit was faulty or wrongly supplied.
3. When that right does not apply
Two exceptions apply, and both are set out in the same Regulations.
- The sample pack has been opened. The sample pack inside your kit is sealed for hygiene reasons. Once that seal is broken the kit cannot be returned, because it can no longer be supplied to anyone else. The outer box and the instructions are not affected: if the sample pack is still sealed, you can still cancel.
- Your sample has been sent to the laboratory. Analysis is a service. Once you have posted your sample and analysis has begun, that service is being performed and cannot be undone, so it cannot be cancelled. Anything you have paid for but not yet used is still refundable.
4. Our 30-day guarantee
This is a promise we make voluntarily, in addition to everything above, and it is about the report rather than the kit.
If your report is not what you expected, tell us within 30 days of receiving it. We will talk you through it properly, and if you would still rather not have it, we will refund you. We would genuinely rather understand what missed than keep the money.
To be clear about what this does not cover: we cannot guarantee that your results will show a particular finding, or that they will explain a specific symptom. A hair mineral analysis measures what is in your sample. What it finds is what it finds, and a report showing nothing remarkable is a valid result rather than a failed one.
5. Faulty, damaged or missing kits
If your kit arrives damaged, incomplete, or does not arrive at all, tell us and we will replace it or refund you. You do not pay return postage in that case, and this is separate from, and additional to, the 14-day right above.
If your sample cannot be analysed through no fault of your own, for example if it is lost in transit to the laboratory or the quantity of hair is insufficient despite following the instructions, we will send you a replacement sample pack free of charge.
6. Supplements
Any supplements bought from us are covered by the same 14-day right to change your mind, provided the seal is unbroken. Once a supplement has been opened we cannot accept it back, for the same hygiene reasons.
7. How refunds are paid
Refunds go back to the original payment method. We do not charge a restocking or administration fee. Once we have issued a refund it can take a few working days to appear, depending on your bank or card provider.
8. How to contact us
Email sales@usevitalyz.com with your order number and what you would like to happen. You do not need to use a particular form of words.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.