Last updated: 21 September 2026
How we prepare your order
Estimated times and charges
Eligibility and instructions
How approved refunds are handled
This policy applies to products purchased directly through vitalnora.com and explains how orders are processed, delivered, cancelled, returned and refunded.
This policy forms part of our Terms and Conditions. Mandatory consumer rights available under applicable law continue to apply and take priority where they provide greater protection.
Purchases made through a third-party marketplace or authorised seller may be subject to that seller’s shipping and returns process. Please contact the seller shown on your order confirmation.
Josep Corner 8.2-1, 25001 Lleida, Spain
ESY8389749F
We begin processing after the payment provider confirms successful authorisation. Payment verification or security checks may occasionally cause a delay.
Order details, product availability and the delivery address may be reviewed before fulfilment. We may contact you if clarification is required.
Available products are prepared and packed for delivery. Orders containing multiple products may occasionally arrive in separate packages.
When available, a dispatch confirmation and tracking information will be sent using the contact details provided with your order.
We deliver only to destinations available during checkout. Some products or delivery services may be restricted in certain countries or regions.
Any applicable shipping charge is displayed before payment is completed. Charges may vary according to destination, order value, parcel size and delivery method.
International orders may be subject to customs duties, import taxes or handling fees imposed by the destination country. Unless checkout states otherwise, these charges are the recipient’s responsibility.
Customers must provide a complete and accurate delivery address. Additional costs or delays caused by incorrect or incomplete details may be charged where permitted by law.
Estimated delivery times are provided for guidance and are not guaranteed unless the selected carrier service expressly states otherwise.
Where tracking is available, details will be sent using the email address or contact information provided with the order.
Delivery may be affected by customs, weather, public holidays, carrier disruption, remote locations or other circumstances outside our reasonable control.
If delivery cannot be completed, follow the carrier’s instructions promptly. Redelivery, storage or return-to-sender charges may apply where permitted by law.
Check your tracking information before contacting us about a delayed parcel. If the estimated delivery period has passed and tracking has not provided a clear update, contact us with your order number.
Contact us as soon as possible if you need to change or cancel an order. We will try to help, but changes and cancellations cannot be guaranteed once processing has started.
Send your request promptly with your order number and the email address used at checkout. Delayed requests may arrive after fulfilment has begun.
We may be unable to change products, quantities, payment details or delivery addresses after an order has been confirmed. A cancellation and new order may be required.
Once an order has been dispatched, it normally cannot be recalled. You may need to receive it and follow the applicable return process.
EU and EEA customers generally have 14 days from delivery to notify us that they wish to withdraw from an eligible online purchase. This right is subject to applicable legal exceptions.
Contact us before returning anything. Include your order number and the product you wish to return.
Products should be unused, unopened and in their original packaging with all protective seals intact.
Where the legal health or hygiene exception applies, sealed supplements may become ineligible for withdrawal after the protective seal has been broken.
Your legal rights remain protected if an item is faulty, damaged, not as described or different from what you ordered.
Do not send products to our published business address unless we have confirmed it as the correct return destination. Returns sent without instructions or to the wrong address may be delayed.
Follow these steps to help us identify and process your return correctly. Do not send any product before receiving return instructions from Vital Nora.
Email info@vitalnora.com with your order number, the product you wish to return and the reason for your request.
We will review your request and provide the applicable return instructions and confirmed return address.
Package the product carefully in its original packaging where possible. Include any return information we request.
Use a reliable delivery service and keep your proof of postage and tracking details until the return has been completed.
Once an eligible return has been received and inspected, we will notify you whether the refund has been approved or whether further information is required.
Approved refunds will normally be issued to the original payment method. Processing times may vary depending on the payment provider or financial institution.
Where a statutory withdrawal right applies, any refund—including eligible standard delivery charges—will be handled within the timeframe required by applicable law. Additional costs for an upgraded or premium delivery method may not be refundable.
We may withhold the refund until the returned products have been received or until acceptable evidence of return has been provided, where permitted by law.
Contact Vital Nora promptly if your order arrives damaged, contains an incorrect product or appears to be missing an item. We will review the issue and provide the appropriate next steps.
Send clear photographs of the product, packaging and shipping label so we can assess the damage.
Tell us which product you received and which product was shown on your order confirmation.
Check whether your order was divided into multiple parcels before reporting an item as missing.
Check the delivery location, household members and carrier tracking before contacting us with your order details.
Keep the product, shipping carton, label and internal packaging until we confirm whether they are required for the investigation.
Depending on the circumstances and applicable law, the remedy may include replacement, refund or another appropriate solution.
Report delivery problems as soon as reasonably possible. A reporting deadline does not remove any mandatory legal rights that cannot lawfully be limited. Do not return or dispose of a disputed product until Vital Nora provides instructions.
RETURN EXCEPTIONS
Except where mandatory consumer rights apply, we may be unable to accept returns of products that have been opened, used, damaged after delivery, altered or returned without their original packaging and protective seals.
Products may also be excluded from withdrawal where a legal exception applies, including sealed goods that are unsuitable for return for health-protection or hygiene reasons after the seal has been broken.
These exceptions do not limit your legal rights when a product is faulty, damaged on arrival, not as described or incorrectly supplied.
We may update this Shipping & Returns Policy when our delivery services, fulfilment processes, return procedures, business practices or legal obligations change.
The revised policy will be published on this page with an updated “Last updated” date. The version in effect when an order was placed will generally apply to that order, except where applicable law requires otherwise.
Contact Vital Nora if you need help with an order, delivery, cancellation, return or refund. Include your order number, the email address used at checkout and a clear description of the issue.
info@vitalnora.com
+34 647 190 324
Contact Vital Nora
Josep Corner 8.2-1, 25001 Lleida, Spain
If you have a question about processing, delivery, tracking, cancellation, returns or refunds, contact Vital Nora with your order number and the email address used at checkout.
