Refund & Return Policy

We take great pride in the quality of every product we make. However, due to the consumable and perishable nature of herbal products, our refund policy is strict. Please read carefully before purchasing.

1. Damaged product on arrival
If your product arrives visibly damaged (broken packaging, spillage, crushed), contact us within 48 hours of delivery with clear photos of the damage. We will send a replacement or issue a full refund including shipping.

2. Wrong product received
If we sent the wrong item, contact us within 48 hours of delivery with a photo. We will send the correct product and arrange return of the incorrect item at our cost.

3. Sealed, unopened product — within 14 days
If you change your mind and the product is sealed and completely unopened, you may return it within 14 days of receipt. Return shipping costs are borne by the customer. Refund is issued within 5 business days of receiving the returned product.

4. Lost or undelivered package
If your tracking shows your package as delivered but you have not received it, contact us within 7 days of the delivery date. We will investigate with the carrier. If confirmed lost, we will send a replacement or issue a refund.

• ✗ Opened or partially used products (regardless of reason)
• ✗ Products returned after 14 days of receipt
• ✗ Dissatisfaction with taste, smell, or appearance (natural products vary)
• ✗ Dissatisfaction with results (individual health outcomes vary and cannot be guaranteed)
• ✗ Personalised consultation protocols — once the written protocol has been emailed, or a video consultation has taken place
• ✗ Digital PDF products — once downloaded or accessed
• ✗ Shipping costs (non-refundable, except where the error is ours)
• ✗ Products damaged due to improper storage, handling, or use contrary to instructions
• ✗ Products purchased at a discount of 20% or more
• ✗ Requests made more than 14 days after delivery

To request a refund or return, email kenan@vitalhealingsxm.com with the subject line "Refund Request — Order #[your order number]" and include:

• Your full name and order number
• Clear photos of the product and packaging (required for damage claims)
• Description of the issue

We aim to respond to all refund requests within 2 business days. Approved refunds are processed within 5 business days and returned to your original payment method. Please allow 3–7 additional business days for your bank to process.

For customers in France and the European Union: Under EU Directive 2011/83/EU on consumer rights, you normally have a 14-day right of withdrawal from distance purchases without giving a reason.

However, this right does not apply to:

• Sealed goods that have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons (Article 16(e)) — this covers all our herbal products once opened
• The supply of digital content not supplied on a tangible medium, if the performance has begun with the consumer's prior express consent (Article 16(m)) — this covers our PDF products once accessed
• Service contracts after the service has been fully performed (Article 16(a)) — this covers consultation protocols once delivered

For sealed, unopened products: the 14-day withdrawal right applies, and you may return them at your expense within that period.