Right of Withdrawal

1. Who has this right

If you are a consumer resident in the European Union, you have a statutory right to withdraw from a distance contract within 14 days, without giving a reason. The right comes from the Consumer Rights Directive 2011/83/EU as implemented in your country.

Consumers in the United Kingdom have an equivalent 14-day right under the Consumer Contracts Regulations 2013. Consumers in Norway, Iceland and Liechtenstein have equivalent rights under EEA law. Swiss law does not grant a general statutory cooling-off right for online purchases; we apply the voluntary policy in section 9 there.

This right does not apply to business customers or to purchases made under wholesale terms.

2. The withdrawal period

The period is 14 calendar days. It starts on the day you, or a third party you nominated other than the carrier, take physical possession of the goods.

For an order delivered in several parcels, it starts on the day you receive the last parcel. For a subscription of regular deliveries, it starts on the day you receive the first delivery.

The deadline is met if you send your withdrawal notice before the 14 days expire. You do not have to wait until the goods are back with us.

3. Products excluded by law

Article 16 of the Consumer Rights Directive removes the withdrawal right for certain goods. Several of those exceptions apply directly to a cannabinoid catalogue, and where an exception applies, it is stated on the product page before you pay.

The exception is triggered by unsealing, not by purchase. A sealed item remains returnable within the 14 days.

• Sealed goods that are not suitable for return for reasons of health protection or hygiene, once unsealed — flower, pre-rolls, edibles, tinctures, capsules, topicals, vape cartridges and disposables, mouthpieces and filter tips
• Goods that are, by their nature, inseparably mixed with other items after delivery
• Goods liable to deteriorate or expire rapidly, including fresh and short-dated products
• Goods made to your specification or clearly personalised, including custom blends and engraved hardware
• Sealed audio, video or software media once unsealed, where sold as merchandise

4. What is still withdrawable

Any consumable still in its original, intact seal, with tamper bands unbroken.

Hardware and accessories that are not hygiene-sensitive, in resaleable condition with all parts.

Merchandise, storage, and gift items in unused condition.

5. How to withdraw

Tell us clearly, before the 14 days expire, that you are withdrawing. An unambiguous statement is enough — you do not have to use the model form, and simply refusing a parcel is not a withdrawal notice.

Send it to legal@vitalleafrx.com or by post to [COMPANY LEGAL NAME], [REGISTERED ADDRESS]. We confirm receipt in writing without delay.

Quote your order number and the items concerned so we can process it quickly.

6. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. It is reproduced from Annex I(B) of Directive 2011/83/EU.

• To: [COMPANY LEGAL NAME], [REGISTERED ADDRESS], legal@vitalleafrx.com, [PHONE]
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
• Ordered on (*) / received on (*):
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:
• (*) Delete as appropriate.

7. Returning the goods

Send the goods back without undue delay and in any event within 14 days of telling us you are withdrawing. The deadline is met if you dispatch them before that period expires.

You bear the direct cost of returning the goods. Based on current rates, that is approximately [RETURN COST ESTIMATE] for a standard parcel within the EU. Use a tracked service; the risk of loss in transit is yours until we receive the parcel.

Do not return goods without a return authorisation number — unidentified parcels cannot be matched to your order.

8. Refund and diminished value

We refund all payments received from you, including the standard outbound delivery cost, within 14 days of receiving your withdrawal notice. Where you chose an upgraded delivery service, we refund only up to our standard rate.

We may withhold the refund until we receive the goods back, or until you provide proof of dispatch, whichever comes first.

You are liable for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning. Breaking a hygiene seal removes the right entirely for that item; scuffed hardware or a missing manual is a partial deduction.

9. Our voluntary 30-day policy

Beyond the statutory right, we accept unopened, sealed goods back for 30 days from delivery in every market we ship to, including those without a statutory cooling-off right.

The voluntary policy is a contractual concession, not a statutory right. Return carriage is yours, the hygiene exclusions in section 3 still apply, and the refund is made to the original payment method.

Nothing in the voluntary policy limits, replaces or shortens your statutory rights.

10. Effect on the rest of the order

You may withdraw from part of an order. If the retained value then falls below the free-shipping threshold, we may deduct the shipping cost we originally waived.

Where a bundle or multi-buy discount was applied, withdrawing from one component re-prices the remaining items at their normal rate and the refund is adjusted accordingly.

11. Questions

Withdrawal questions: legal@vitalleafrx.com. Practical return questions: support@vitalleafrx.com.

If we disagree about whether an exception applies, you keep every route open to you under your national consumer law, including your national consumer authority and any competent ADR body.