Returns & Service Vitility
Although Vitility strives to limit the number of complaints to zero, it can still happen that you have a problem or complaint. If this is the case, we kindly ask you to let us know about your problem or complaint, so that we can process it quickly and correctly.
Right of withdrawal
You have the right to cancel the agreement up to 14 days after receipt without giving a reason. The withdrawal period expires 14 days after the day on which you or a third party designated by you, other than the carrier, take physical possession of the goods. To exercise the right of withdrawal, you must inform us of this by completing our return form.
If you make use of your right of withdrawal, after completing and sending the return form, you have another 14 days to return your product. If you make use of your right of withdrawal, the product must be returned to us with all accessories and - if reasonably possible - in the original condition and packaging. You are only liable for the depreciation of the products, resulting from the use of the products, which goes beyong what is necessary to determine the nature, characteristics and function of the products. If you revoke the agreement, you will receive all payments you have made up to that point, including shipping costs (with the exception of any additional costs resulting from your choice of a delivery method other than the cheapest standard delivery offered by us) and in any case within 14 days after you have indicated that you wish to cancel the purchase from us. The shipping costs for returning the product to the seller by the consumer are at the expense of the consumer. We are allowed to wait with a refund until we have received the goods back, or you have demonstrated that you have returned the goods, whichever comes first. The return address is stated on the return form that is delivered with the order.
You can also use the European modelform for revocation to let us know that you are cancelling the purchase. However, use of this form is not mandatory.
If you wish to make use of your right of withdrawal and only return part of your order, the shipping costs will not be reimbursed. We will pay you back with the same payment method that you used for the original transaction, unless you have expressly agreed otherwise; in any case, no costs will be charged for such reimbursement. We will proceed to a refund as soon as we have received the goods and the fully completed return form, or if you have demonstrated that you have returned the goods. Even if you return part of the order, the costs for returning from your home to the supplier are for your account. Consult your carrier for the exact shipping costs;
Products specially made according to the specifications of the consumer are excluded from the right of withdrawal;