Refund Policy
We want you to be glad you bought from us. This policy sets out when you can cancel, when you can return, and how refunds work. It applies to orders placed at tryvessil.com.
Cancelling a pre-order
Because Vessil is currently selling by pre-order, this is the section most likely to apply to you.
- You may cancel a pre-order at any time before it is dispatched, for any reason.
- You are refunded in full for everything you have paid on that order. We do not keep any part of it.
- The remaining balance is only charged when your order is dispatched, so cancelling beforehand means nothing further is taken.
- If we cannot dispatch within 30 days of your order and you do not wish to wait for the revised date, you may cancel for a full refund.
To cancel, email info@tryvessil.com with your order number. Once an order has been dispatched it becomes a return rather than a cancellation — see below.
Cancelling a standard order
If you order an in-stock item and change your mind, email us within 1 hour and we will cancel and refund it before it enters our dispatch queue. After that we may already have packed it, in which case the return process applies.
Returns
You may return an item within 30 days of delivery provided it is unopened, unused, and still sealed, with any tamper-evident seal intact and labels undamaged.
We are strict about seals for one reason: these are ingestible supplements. Once a seal is broken we cannot verify how a product has been stored or handled, and we will not resell it to somebody else. This protects you as much as it protects the next customer.
What we cannot accept
- Opened products, or products with a broken seal
- Items returned more than 30 days after delivery
- Items damaged after delivery through misuse or storage
- Products bought from a third-party retailer — please contact them directly
- Free gifts and promotional items
How to return something
- Email info@tryvessil.com with your order number and the reason for the return.
- We will reply with a return authorisation and the address to send to. Please do not post anything back before you have this — unauthorised returns cannot be tracked to your order and may not be refunded.
- Send the item back using a trackable service. Return postage is at your cost unless the return is our error.
Refunds
Once your return arrives and passes inspection, we process the refund within 7–10 business days to your original payment method. Your bank may take a few days more to show it.
Original shipping charges are not refundable except where the return is our error. If your order qualified for a free or discounted shipping offer and your return brings it below the qualifying total, the shipping we absorbed may be deducted from your refund.
Damaged, faulty or incorrect items
This is our mistake to fix, and it does not count against the conditions above. Contact us within 48 hours of delivery with photographs of the item and its packaging. We will send a replacement or refund you in full, including shipping, and we will not ask you to pay return postage.
Exchanges
We do not process direct exchanges. If you would like a different product, return the original under this policy and place a new order — that way you are not waiting on our stock to move twice.
Before you file a chargeback
If something has gone wrong, please email us first. Almost everything is resolved quickly and we would rather fix it than dispute it. Filing a chargeback without contacting us starts a process that takes far longer for you than a direct refund would.
Your statutory rights
Nothing in this policy limits any right you have under the consumer law that applies where you live.
Contact
Email info@tryvessil.com.