Returns and Refunds Policy

Interactive Ecommerce LLC (Vitanord)
Last updated: September 19, 2025

EU Compliance Notice: This returns policy complies with the Consumer Rights Directive (2011/83/EU), Consumer Sales Directive, and national consumer protection laws across all EU member states, Norway, and Sweden.

1. YOUR CONSUMER RIGHTS

1.1 14-Day Right of Withdrawal (EU Consumer Rights Directive)

All Customers Have the Right to:

  • Cancel any order within 14 days of receiving the first product
  • Return products without giving any reason
  • Receive a full refund including standard delivery costs
  • Exercise these rights regardless of subscription or one-time purchase

How to Exercise Your Right:

2. SUBSCRIPTION RETURNS AND CANCELLATIONS

2.1 Legal Rights for Subscription Customers

YOUR LEGAL RIGHTS:

  • 14-Day Withdrawal Period: Cancel your subscription within 14 days of receiving your first order for any reason
  • Ongoing Cancellation: Cancel future shipments with reasonable notice (we recommend 5-7 days before next shipment)
  • Full Refund: If you cancel within 14 days, receive full refund including delivery costs
  • No Penalty: No cancellation fees or penalties for exercising your consumer rights

2.2 Subscription Management Process

How to Cancel:

2.3 Refund Processing for Subscriptions

Within 14-Day Withdrawal Period:

  • Full refund of all payments made
  • Including delivery costs for first shipment
  • Processed within 14 days of cancellation notice
  • Refund to original payment method

After 14-Day Period:

  • No refund for products already delivered and used
  • Cancellation prevents future shipments and charges
  • Unopened products may be returned for refund (see Section 3)

3. STANDARD PRODUCT RETURNS

3.1 Return Conditions

Products Eligible for Return:

  • Products purchased directly from vitanord.com
  • Returned within 14 days of delivery
  • In original, unopened packaging
  • Unused and in original condition

Products NOT Eligible for Return:

  • Opened dietary supplements (for hygiene and safety reasons)
  • Products purchased from third-party retailers
  • Products damaged by misuse
  • Products past expiry date

3.2 Return Process

Step-by-Step Returns:

  1. Contact Us First: Email support@vitanord.com before returning
  2. Provide Details: Order number, product details, reason for return
  3. Receive Instructions: We'll provide return shipping instructions
  4. Ship Product: Send product in original packaging
  5. Receive Refund: Processed within 14 days of receiving returned item

4. DEFECTIVE PRODUCTS AND WARRANTIES

4.1 Legal Guarantee (2-Year EU Warranty)

Your Rights for Defective Products:

  • 2-year legal guarantee from delivery date
  • Free repair or replacement for manufacturing defects
  • Full refund if repair/replacement not possible
  • No cost to customer for return shipping of defective items

4.2 Quality Issues

What We Cover:

  • Manufacturing defects
  • Products not matching description
  • Damaged products upon delivery
  • Products that don't meet quality standards

How to Report:

  • Contact us immediately upon discovering the issue
  • Provide photos if applicable
  • Keep all original packaging

5. REFUND PROCESSING

5.1 Refund Timeline

Standard Processing:

  • Withdrawal/Cancellation: 14 days from notice
  • Defective Products: 14 days from receiving returned item
  • Standard Returns: 14 days from receiving returned item

5.2 Refund Methods

Payment Method: Refunds processed to original payment method

Supported Methods:

  • Credit/Debit Cards: 3-5 business days
  • PayPal: 1-2 business days
  • Bank Transfer: 5-7 business days
  • Digital Wallets: 1-3 business days

6. RETURN SHIPPING COSTS

6.1 Who Pays Return Shipping?

Situation Customer Pays We Pay
14-Day Withdrawal Right ✅ Yes ❌ No
Defective/Wrong Product ❌ No ✅ Yes
Quality Issues ❌ No ✅ Yes
Change of Mind (after 14 days) ✅ Yes ❌ No

7. COUNTRY-SPECIFIC CONSUMER RIGHTS

7.1 Additional Protections by Country

Sweden: Swedish Consumer Sales Act provides additional protections

Norway: Consumer Purchase Act offers extended warranty rights

Germany: BGB provides 2-year legal guarantee with reversed burden of proof for first 6 months

France: Consumer Code offers additional protections beyond EU minimums

Other EU Countries: National consumer laws may provide additional benefits

8. DISPUTE RESOLUTION

8.1 Internal Resolution

First Step: Contact our customer service team

8.2 External Resolution

If Unresolved, Contact:

9. CONTACT INFORMATION

Returns and Customer Service:
Interactive Ecommerce LLC
1309 Coffeen Avenue STE 10801
Sheridan, Wyoming 82801, USA
Email: support@vitanord.com
Website: vitanord.com
Contact Page: vitanord.com/pages/contact

10. POLICY UPDATES

This policy may be updated to reflect legal changes or business developments. Significant changes will be communicated via email and website notice 30 days in advance.

QUICK REFERENCE - YOUR RIGHTS SUMMARY

✅ What You CAN Do:

  • Cancel subscription within 14 days for full refund
  • Return unopened products within 14 days
  • Get 2-year warranty on all products
  • Easy cancellation - no penalties or fees
  • Contact consumer authorities if disputes arise

This policy complies with EU Consumer Rights Directive 2011/83/EU, Consumer Sales Directive, and national consumer protection laws in all countries where we operate.

Last Updated: September 19, 2025
Effective Date: September 19, 2025