Returns & Complaints
How can I return (part of) my order?
We're sorry to hear that your order hasn't quite met your expectations!
Returning a product or order is very straightforward and can be done within 14 days of receipt.
Return in-store (free)
You can also return (part of) your order for free at one of our stores. In this case, you do not need to register your return via the return portal.
Return by post
For this, use our return portal. There, you can quickly and easily register your return and download the shipping label.
Please note: Returning via the return portal is not free; the shipping costs are at your own expense.
Would you like to know exactly how the return process works? Read here step by step how you can return (part of) your order.
Important note
Do not use the return portal to ask questions about shipping, delivery times, or complaints. For these queries, you can contact info@vitaminstore.nl or call our customer service.
Which products cannot be returned?
For products where hygiene is important, such as tablets, capsules, powders, drinks, creams, and oils, these products cannot be returned for health protection reasons if the seal has been broken after delivery. If you have damaged products during use, we may charge you for this.
How do I pack my return?
Returning in-store: Bring your product(s) to one of our stores, no need to pack them.
Returning via courier service: Carefully pack the products in their original packaging with the protective materials. Many of our products come in glass jars, so always use the original protection to prevent breakage during transport. Attach the return label to your package (ensure the old label is unreadable) or use the QR code at a staffed PostNL parcel point.
When will I receive my refund after returning my order?
Once we have received and checked your return, we will process the refund within 14 working days.
The money will be automatically refunded to the account or payment method you used. Depending on your bank, it may take 1-3 working days for the amount to appear in your account. Is it taking longer than expected? Then please contact our customer service at info@vitaminstore.nl .
The product I ordered is broken, what now?
How unfortunate that your product has arrived damaged!
Please report a broken or damaged product directly to our customer service via info@vitaminstore.nl and include a photo of the product and packaging.
Do not report this via the return portal.
We will ensure a suitable solution as soon as possible, such as sending a replacement shipment or refunding your order.
My product is missing or I've received the wrong product
That’s unfortunate! We strive to ensure your order is delivered complete and correctly, but sometimes things do go awry.
Please contact our customer service directly at info@vitaminstore.nl . Please include:
- Your order number
- Which product is missing or incorrect
- If incorrect product: a photo of what you received
We will then promptly arrange an appropriate solution by sending the correct product or refunding your order.
How do I submit a complaint?
Not satisfied with your order, our service, or a product? We understand that this can be frustrating and are here to assist you.
Submitting a complaint
Send your complaint to info@vitaminstore.nl for the attention of Customer Service
In your message, please include:
- Your order number (if applicable)
- A clear description of the issue
- Any photos to support your claim
We will contact you as soon as possible to work together on finding a suitable solution.
Formal complaints procedure
If we can't resolve it together, you can make use of our formal complaints procedure. A dedicated complaints handler will investigate your complaint and propose a solution. The process is free of charge and you will receive a response within 4 weeks.
If this does not lead to an agreement, you can present your complaint to the court in Amsterdam.