Refund policy

RETURN & REFUND POLICY

VITALA Return & Refund Policy

Last Updated: August 2026

At VITALA, we want you to be satisfied with your purchase. This policy explains our procedures for returns, exchanges, refunds, cancellations, and product issues for orders placed through the VITALA online store.

1. Returns

VITALA accepts eligible return requests within 14 days from the date of delivery.

For a standard change-of-mind return, the product must:

• * Be free from stains, makeup, perfume, deodorant, or other marks
  * Be in its original packaging where reasonably possible
  * Be in a condition suitable for resale

2. Size Exchanges

If you ordered the wrong size, you may request an exchange within 14 days from delivery, provided that the product meets the return conditions above. Please note that 10 DHS for the delivery is required 

Exchanges are subject to product availability.

Customers are encouraged to review the VITALA size guide before placing an order.

3. Defective or Damaged Products

If your product arrives defective, damaged, or does not conform to the product description or agreed specifications, please contact VITALA as soon as possible.

Please provide:

* Your order number
* A description of the issue
* Clear photographs or video showing the issue
* Photographs of the packaging where relevant

VITALA will assess the issue and provide the appropriate remedy in accordance with applicable UAE law.

Depending on the circumstances, the remedy may include replacement, exchange, repair, refund, or another applicable solution.

4. Incorrect Products

If VITALA sends you the wrong product, color, size, or quantity, please contact us as soon as possible.

Where the error is caused by VITALA, we will arrange an appropriate solution and handle the applicable costs of correcting the error.

5. Products Not Eligible for Standard Change-of-Mind Returns

Where permitted by applicable law, standard change-of-mind returns may not be accepted for products that:

* Have been worn
* Have been washed
* Have been altered
* Have been damaged after delivery
* Have stains, makeup, perfume, deodorant, or other signs of use
* Are missing their original tags
* Are otherwise not in resalable condition

This does not affect any mandatory consumer rights relating to defective, damaged, or non-conforming products.

6. How to Request a Return or Exchange

To request a return or exchange, contact VITALA:

Email: vitalascrubs@gmail.com
Phone / WhatsApp: 0504744955

Please include:

* Your full name
* Order number
* Product you wish to return or exchange
* Reason for the request
* Photos or videos where relevant

Please do not send a product back before receiving return instructions from VITALA.

7. Return Shipping

For standard change-of-mind returns or size exchanges, the customer is responsible for applicable return shipping costs.

If the product is defective, damaged, incorrect, or the issue is caused by VITALA, VITALA will handle the applicable return or replacement costs in accordance with applicable law.

8. Refunds

Once an approved return has been received and inspected, VITALA will notify you of the outcome.

Approved refunds will generally be issued through the original payment method where reasonably possible.

The time required for the refund to appear in your account may depend on the payment provider or bank.

9. Order Cancellation

Customers may request cancellation of an order before the order has been shipped or handed over to the delivery provider.

Cancellation requests should be sent as soon as possible to:

Email: vitalascrubs@gmail.com
Phone / WhatsApp: 0504744955

Once an order has been shipped or handed over to the courier, cancellation may no longer be possible. In such cases, the customer may use the applicable return procedure after receiving the order.

If VITALA approves a cancellation after payment has been received, the applicable refund will be processed through the original payment method where reasonably possible.

10. VITALA-Initiated Cancellation

VITALA may cancel an order where reasonably necessary, including in circumstances such as:

* Product unavailability
* An obvious pricing or listing error
* Payment authorization failure
* Suspected fraudulent activity
* An incorrect or undeliverable address
* Circumstances where the order cannot reasonably be fulfilled

If VITALA cancels an order after payment has been received, the applicable refund will be processed.

11. Promotional and Discounted Orders

Products purchased using discount codes, promotions, or special offers remain subject to this policy and applicable UAE consumer-protection requirements.

Any special return conditions applicable to a promotion will be clearly communicated before purchase.

12. Consumer Rights

Nothing in this policy is intended to exclude, restrict, or waive any consumer rights or remedies that cannot legally be excluded or restricted under applicable UAE law.

13. Contact Us

VITALA
Email: vitalascrubs@gmail.com
Phone / WhatsApp: 0504744955
Dubai Trader License No.: 1642500
Licensing Authority: Dubai Department of Economy and Tourism (DET)