Returns & Refund Policy

Last updated: 27 June 2026

Overview

At VitaPop we want you to be completely happy with your order. This Returns and Refund Policy explains your options if you change your mind, if you would like to return an item, or if something arrives faulty, damaged or incorrect. It sets out exactly what can be returned, how to start a return, who pays return postage, and how and when we issue refunds.

This policy applies to orders placed at vitapop.co.uk and delivered within the United Kingdom and Australia. Please read it alongside our Terms of Service and our Privacy Policy. Nothing in this policy removes or limits your legal rights as a consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Our 30-day money-back guarantee

We offer a 30-day money-back satisfaction guarantee. If you are not satisfied with your VitaPop lollipops, you can contact us within 30 days of receiving your order to request a refund.

  • The 30-day window runs from the day your order is delivered.
  • This guarantee is offered in addition to your statutory rights and does not affect them.
  • To claim under the guarantee, email hello@vitapop.co.uk with your order number and we will explain the next steps. We may ask for brief feedback so we can keep improving our product, but you do not have to give a reason.

Your statutory 14-day right to cancel

Separately from our 30-day guarantee, if you are a consumer in the UK you have the right to cancel your order within 14 days under the Consumer Contracts Regulations 2013, without giving any reason.

  • The cancellation period ends 14 days after the day you (or someone you nominate) receive the goods.
  • To cancel, simply tell us within the 14-day period by emailing hello@vitapop.co.uk with your order number and a clear statement that you wish to cancel.
  • If you cancel, you must return the goods to us without undue delay and in any event within 14 days of telling us you wish to cancel.
  • We will refund all payments received from you, including the standard delivery cost you paid, although we may reduce the refund to reflect any loss in the value of the goods caused by handling beyond what is necessary to establish their nature and characteristics. Please see the section below on sealed and opened pouches, as opened food products cannot be resold for hygiene and food-safety reasons.
  • Where you chose a more expensive delivery option than our standard delivery, we will only refund the cost of our standard delivery. If your original order qualified for free UK delivery, there is no delivery cost to refund.

What can be returned

Sealed, unopened pouches

Unopened, sealed pouches can be returned within 30 days of delivery. The pouch must be in its original, undamaged and unopened condition with the seal intact.

Opened pouches

VitaPop lollipops are a food product. For hygiene and food-safety reasons, opened pouches cannot be returned or refunded unless the item is faulty. Once a pouch has been opened we are unable to resell it, so we cannot accept it back. This does not affect your rights in relation to faulty, damaged or incorrect items, which are covered below, and it does not affect your statutory rights.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged in transit, or you receive the wrong item, we will put it right. You are entitled to a full refund or a replacement, and you will not be charged for return postage on faulty, damaged or incorrect items.

  • Please contact us within a reasonable time of discovering the issue, ideally within 30 days of delivery, by emailing hello@vitapop.co.uk.
  • Include your order number and, where possible, a photo of the item and any damaged packaging. This helps us resolve your case quickly and improve our packaging. Any photos you send are used only to handle your return and are processed in line with our Privacy Policy.
  • We will arrange a full refund or a replacement, whichever you prefer, once we have reviewed the issue.

How to start a return

Starting a return is simple:

  • Step 1. Email hello@vitapop.co.uk with your order number and let us know whether you wish to return an item, cancel under your 14-day right, or claim under the 30-day guarantee. If the item is faulty, damaged or incorrect, please tell us and attach a photo if you can.
  • Step 2. We will reply with confirmation and the return address and instructions. Please wait for our confirmation before sending anything back.
  • Step 3. Pack the item securely, include your order number inside the parcel, and send it to the address we provide within the timescales set out in this policy.

We recommend obtaining proof of postage, as we cannot be responsible for items lost in transit on their way back to us.

Who pays return postage

  • If you are returning an item because you have changed your mind, or under the 30-day guarantee or the 14-day cancellation right, you are responsible for the cost of return postage.
  • If the item is faulty, damaged or incorrect, we will cover the cost of return postage or refund your reasonable return postage costs.

How and when refunds are issued

  • Refunds are issued to the original payment method used for the order.
  • We will process your refund without undue delay, and in any event within 14 days of the day we receive the returned item back, or within 14 days of you providing proof that you have sent it back, whichever is earlier.
  • For cancellations under your 14-day right where the goods have not yet been sent to you, we will refund within 14 days of you telling us you wish to cancel.
  • Once we issue a refund, it may take a few additional business days for your bank or card provider to show the funds in your account.

Delivery costs and refunds

For reference, we offer free UK delivery on orders over GBP 35. Orders below that threshold are charged a flat delivery fee at checkout. Where this policy refers to refunding standard delivery, we refund the standard delivery amount you actually paid on the order. If your order qualified for free UK delivery, no delivery charge was paid, so there is nothing to refund for delivery.

Subscription orders (Subscribe & Save)

If you order on Subscribe & Save, your subscription auto-renews and a new order is created and charged at each renewal. You can skip, pause or cancel your subscription at any time before your next renewal from your account or by emailing hello@vitapop.co.uk.

  • Cancelling a subscription stops future renewals and charges. It does not automatically refund an order that has already been charged or shipped.
  • Individual subscription orders are covered by the same return rights set out in this policy, including the 30-day guarantee, the 14-day cancellation right, and our approach to sealed versus opened pouches.
  • To avoid being charged for an upcoming renewal, please make any changes before the renewal date shown in your account.

Exchanges

We do not operate a formal exchange process. If you would like a different item, please return the eligible item in line with this policy for a refund and place a new order. If your item is faulty, damaged or incorrect, we will gladly send a replacement free of charge.

Food supplement information

VitaPop lollipops are a food supplement. Food supplements are not a substitute for a varied, balanced diet and a healthy lifestyle. They are not intended to diagnose, treat, cure or prevent any disease. Do not exceed the recommended daily intake. Consult a doctor before use if you are pregnant, breastfeeding, taking medication or under 18. Keep out of reach of young children.

Your statutory rights

Nothing in this policy removes or limits your statutory rights as a consumer, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. You always have the right to receive goods that are of satisfactory quality, as described and fit for purpose.

Contact us

If you have any questions about returns or refunds, or you would like to start a return, please get in touch and we will be happy to help.

  • Email: hello@vitapop.co.uk
  • Company: VitaPop

This policy is governed by the laws of England and Wales.