Refund policy
Last updated: 5 November 2026
At Laboratoire Vital Santé, we pay particular attention to the quality of our food supplements, the transparency of our information and customer satisfaction.
To ensure a clear and straightforward shopping experience, please read the return, withdrawal and refund terms applicable to orders placed through our online store.
1. Checking product information before ordering
Laboratoire Vital Santé endeavours to display the essential information needed for an informed purchase on each product page: product name, composition, dosages, directions for use, precautions and packaging images.
As our formulations may evolve, we ask customers to review the characteristics of the product currently on sale before confirming an order, particularly if they know or have used an earlier version.
An order is placed for the product as described at the time of purchase.
Where a delivered product matches the characteristics clearly stated and the order placed, failure to read that information does not, by itself, constitute a lack of conformity.
This provision does not in any way limit the statutory right of withdrawal, where applicable, or consumers' statutory rights.
2. Right of withdrawal
Under the rules applicable to distance selling, consumers in the European Union and the United Kingdom generally have 14 calendar days from receipt of their order to exercise their right of withdrawal without giving a reason.
Where several items from one order are delivered separately, this period starts upon receipt of the final item, in accordance with the applicable rules.
To tell us that you wish to withdraw, you may send a clear statement to:
contact@laboratoire-vitalsante.com
Please include your order number and the items concerned to help us process your request.
Exercising the statutory right of withdrawal does not require prior authorisation from our customer service team.
3. Return conditions for food supplements
For health protection and hygiene reasons, sealed products that are unsuitable for return once unsealed may be exempt from the right of withdrawal, in accordance with applicable law.
This exception may apply, in particular, to food supplements supplied with a hygiene seal where the legal conditions are met.
To exercise the right of withdrawal for products covered by this exception, the hygiene seal must remain intact.
Opening the outer shipping carton does not, in itself, constitute breaking the product's hygiene seal.
For products to which this exception does not apply, consumers may inspect the item to the extent necessary to establish its nature and characteristics.
Handling beyond what is necessary that diminishes the product's value may result in a proportionate deduction from the refund, in accordance with applicable legal provisions.
These conditions do not limit consumers' rights in the event of defective or non-conforming goods.
4. How to return an order
To arrange a return, please contact our customer service team at:
contact@laboratoire-vitalsante.com
Please provide your order number and details of the item or items concerned.
Our team will provide the necessary instructions to help you complete your return.
After notifying us of your withdrawal, you have a further 14 days to send back the relevant products.
Returns must be sent to our logistics partner:
Inelogis — Returns, Laboratoire Vital Santé 29 impasse de Castelviel 31180 Rouffiac-Tolosan France
We recommend using a shipping service that provides proof of posting and, where possible, tracking.
Please include your order number in the parcel so that we can identify the return.
5. Return postage costs
When exercising the statutory right of withdrawal, customers bear the direct cost of returning goods, in accordance with information provided before purchase and unless otherwise required by law.
However, if a return is necessary because of a packing error, a defective product or a lack of conformity for which we are responsible, Laboratoire Vital Santé covers the necessary return costs in accordance with applicable law.
6. Damaged or defective products and packing errors
Please check the condition of your order upon delivery.
If an item is damaged, an item is missing or there has been a packing error, contact us as soon as possible at:
contact@laboratoire-vitalsante.com
To help us process your request, please provide your order number and, if possible, photographs of the affected product or parcel.
Our customer service team will review the circumstances and offer an appropriate solution, such as replacement, reimbursement or another remedy provided by law.
Failure to report a problem immediately does not deprive consumers of their statutory rights.
7. Refunds
Where the right of withdrawal has been validly exercised, sums due will be refunded without undue delay and generally no later than 14 days after we receive your withdrawal notice.
However, we may withhold the refund until we have received the returned goods or you have supplied evidence of having sent them back, whichever occurs first, in accordance with applicable law.
Where withdrawal concerns the entire order, the refund includes:
- The price of the relevant products.
- The original delivery charge corresponding to the least expensive standard delivery method offered at checkout.
Any additional charge resulting from the choice of express or premium delivery will not be refunded beyond the cost of standard delivery.
Where withdrawal is partial, any refund of delivery charges is determined in accordance with the applicable rules.
Refunds are made using the original payment method, unless a different method is expressly agreed and does not involve additional charges.
The time taken for the funds to appear in your account may then depend on your bank.
8. Changes, cancellations and exchanges
If you wish to change or cancel an order before dispatch, please contact our customer service team promptly.
We will do our best to accommodate the request depending on the stage of order preparation, without prejudice to your statutory rights.
Once the order has been dispatched, the withdrawal and return terms set out in this policy apply where the relevant conditions are met.
For exchange requests, our team will advise you on the available options.
9. Statutory rights
This policy does not limit or replace the statutory rights available to consumers.
These rights apply, in particular, where a delivered product is defective, damaged or does not match the contractual description.
An exemption from the right of withdrawal on health protection or hygiene grounds does not remove consumers' statutory rights in the event of a lack of conformity.
10. Information about withdrawal
To exercise your right of withdrawal, it is sufficient to send a clear statement to our customer service team within the applicable time limits and subject to the relevant conditions.
If you prefer, you may also use the official model withdrawal form provided by the Belgian FPS Economy:
View the model withdrawal form (PDF) Read more
Use of this model form is optional.
11. Contact
For any questions about an order, return or refund, our customer service team is available to help:
Laboratoire Vital Santé
Email: contact@laboratoire-vitalsante.com
Website: https://www.store.laboratoire-vitalsante.com
We endeavour to assist our customers with care, transparency and professionalism.