Customer Service

If you have any queries with your order or about the terms and conditions please send an email to [email protected] or call us on 0800 865 4035. Letters can however be sent to:

Vitamin Planet 145-157 St John Street, London,EC1V 4PW

Content

We have taken every care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at time of publishing and that all products have been fairly described and portrayed. We will try to resolve any errors on the website as soon as we are reasonably able to, and if we reasonably think that a mistake on our part has affected your order, we will do our best to let you know. We cannot however be held liable to you for errors contained on the website given that we take these steps.

Delivery charges are calculated on a per order rate and are an estimate only.

All items are also subject to availability. We will inform you as soon as possible if the goods you have ordered are not available.

Purchase

Once you have placed an order through our website you will receive an order acknowledgement from us. This acknowledgment, simply acknowledges that your order has been received and is not an acceptance of that order.

Once we have received payment in full for each relevant order placed by you, together with the cost of any associated delivery charges, we will issue you with a despatch email, and only at this time is your order accepted by us.

We reserve the right to refuse orders prior to acceptance.

Cancellation

Under The Consumer Protection (Distance Selling) Regulations 2000 as amended or superseded from time to time you have special rights as a consumer when you shop from home. You may cancel your order within 7 working days of receiving your purchase. Full details on your rights under the legislation can be viewed at the following sites:

http://www.opsi.gov.uk/si/si2000/20002334.htm

http://www.opsi.gov.uk/si/si2005/20050689.htm

Delivery and Returns

When you cancel an order or part of an order, the goods must be returned in the original unopened packaging in the condition that the goods were purchased in.

You are responsible for the cost of delivering an item back to us. You are responsible for the goods prior to return and for insuring or bearing the cost of the items until they are received by us.

Following delivery, you have 48 hours or two working days to raise any queries or inform us of any missing or damaged items. After this period we will not be able to deal with any claims for missing or damaged items. We operate on a fair and flexible basis and will always look into any query in order to help our customers.

When receiving returned goods that have, in our opinion, been used, altered, damaged or are in any other way unfit for resale or return to the manufacturer for a credit we will withhold any monies due, advise you in writing or by email within 14 days of any such intention and describe the nature of any such refusal to refund. During any period thereafter the goods will be retained by us for a period of no longer than 30 days and be available for inspection by any interested parties, experts, or witnesses. Thereafter, unless the subject of further legal claims, the goods will either be destroyed or at their request returned to the original purchaser, at their expense, following the signing of a release form as provided by us.

Nothing contained within these terms and conditions affects your statutory rights.

Extent of Liability

We shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials on this website.

Vitamin Planet makes no representation or warranty, express or implied (including, without limitation, warranties as to quality or fitness for purpose) in connection with any product(s) supplied by it under these Terms. In any event, Vitamin Planet sole liability and the user's sole remedy for any defective product(s) supplied under these Terms shall be the replacement by Vitamin Planet of the defective product(s). Vitamin Planet shall not be liable for economic or financial loss or any special, indirect or consequential loss or damage whatsoever and howsoever arising.

We reserve the right at any time to:

  • Withdraw or add products to our range;
  • Add or remove suppliers from our list;
  • Revise prices;
  • Change delivery methods or carrier;
  • Amend these terms and conditions; and
  • Add to or remove payment methods.

We shall not be responsible for the performance of any obligations which are outside of our reasonable control, including but not limited to, strikes, lock outs, failures of third party systems or networks, acts of god, deliberate sabotage or malicious damage to equipment or data, or for damages to or destruction to premises or equipment.

Our liability for losses you suffer as a result of breaching any of the terms of our contract with you is strictly limited to the purchase price of the goods you purchased and any reasonably foreseeable consequence of is breaching our contract with you. A loss will be deemed to be reasonably foreseeable if it could be anticipated by you and us at the time the order was placed. Our liability shall not in any event include loss of profit, loss of revenue, loss of business, wasted expenditure, depletion of goodwill or any other indirect or consequential loss associated with our contract with you.

These terms and conditions do not however limit our liability in any way in respect of:

  • Death or personal injury caused by our negligence;
  • Fraud or fraudulent misrepresentation;
  • Any matter which it would be illegal for us to exclude liability for at law; or
  • Any matter under section 2(3) of the Consumer Protection Act 1987

Indemnity

You agree to indemnify and hold Vitamin Planet, and its subsidiaries, affiliates, officers, agents, co-branders or other partners, and employees, harmless from any claim or demand, including reasonable solicitor's fees, made by any third party due to or arising out of content you submit, post to or transmit through the Site, your use of the Site, your connection to the Site, your violation of the Terms and Conditions, or your violation of any rights of another person or entity.

Privacy Policy

We are committed to protecting your privacy, and take our responsibilities regarding the security of customer information very seriously. Please see our privacy policy which explains how we use customer information, how we protect your privacy and how we comply with the Data Protection Act 1998.

Use of Our Website and Our Relationship with You

The intellectual property rights in all software and content made available on our website is our property. Any use of this website or its contents, including copying, manipulating, distributing, re-producing or storing any of the content in whole or part, other than for your own personal, non-commercial use is prohibited without our permission. You may not modify, distribute or re-post anything on this website for any purpose.

We reserve the right to take any customer account out of use at any time if it is believed that the content of the website, or any goods purchased through the site are being mis-used, or are not being used for non-commercial, personal use.

These terms and conditions together with the privacy policy and any other notices and disclaimers contained on our website set out the entire agreement between you and us in respect of the purchase of goods. They supersede any previous agreement or understanding and may only be varied where separately mutually agreed.

If any part of these terms and conditions are held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the remainder of the terms and conditions shall be unaffected.

These terms and conditions shall be governed by the laws of England and Wales. By accepting these terms and conditions we each agree to submit to the exclusive jurisdiction of the English courts for the determination of disputes.

Competitions, Campaigns and Special Offers

When you enter one of our competitions or other promotional offer, we may ask for your name, address and email address so we can administer the contest and notify winners. We may invite you to join our newsletter mailing list. We will always seek permission prior to adding your details.

All Special Offers are limited to one entry per household and cannot be used in conjunction with other offers. Please see the terms and conditions relating to any particular offer, which should be read in conjunction with these terms and conditions.

Our Price Promise

If you do find an identical product cheaper elsewhere then let us know and we will match the price. This Price Promise does not relate to any promotions or special offers by our competitors. Also, due to the quality differentials on auction sites, the Price Promise does not extend to auction sites. The following rules apply to our price promise:

  • Must be the same quality of ingredients
  • Must be in the UK.
  • We must be able to verify the offer
  • The product must be in-stock and ready to ship that day on the lower priced site. Backorders will not be matched and we do not match prices on items that are out of stock.
  • The product must be a new product, not a clearance item and not reduced due to being damaged or out of date
  • Other coupons and promotional codes may not be used with price matches
  • The price beat must be completed BEFORE you order the product from us. No price match requests will be honored retrospectively
  • We reserve the right to exclude "special offers"
  • We can only price beat single products and not a combination of products
  • The company must have been trading for at least 6 months and able to take online payments otherwise it will be left to our discretion
  • Must be like-for-like (size, flavour and quality). Pro rata price beats are strictly at our discretion.
  • We reserve the right to not price beat if we feel the match is not a comparable and fair one
  • We reserve the right to remove this service at any time without notice
  • Our decision is final

Voucher codes

Official Vitamin Planet discount codes entitle you to an extra percentage or value (specific to the Voucher Code in question) off your next online order from Vitamin Planet. To claim your discount, enter the specific code at the 'Checkout' page where it states 'Apply Voucher Code.' Voucher codes can only be used once per customer (for Refer a Friend codes, these can be used multiple times by different customers), cannot be used in conjunction with any other promotion or offer, remain our property and are not transferable.There is no cash alternative. Unless stated otherwise, voucher codes and other offers are not open to employees of Vitamin Planet, and we reserve the right to withdraw them, refuse or restrict the order at any time.

Rewards scheme

Having an account with Vitamin Planet will automatically give you access to the Rewards Club.

We reserve the rights to change the Rewards Club at any time without prior notice.

The points balance for the Rewards Club is not a recognised currency. The points cannot be transferred, exchanged or reproduced. Your points can only be redeemed at Vitamin Planet.

The points you collect must be used for online purchases - they cannot be used via any other purchasing method.

Only one account can be created per customer. Any abuse of this system will result in a suspension of both accounts created.

2 reward points are issued for each £1 spent (rounded down to the nearest pound) on individual products and not the total basket.

Each point earned equates to £0.01 off any order (i.e. 100 points gets you £1.00). The value of points redeemed cannot exceed the value of the order.

Reward points can only be used in multiplies of 100.

Referral points will only be added to your account if the recommended friend places your referral code in the voucher code box at the checkout.

We hold the rights to remove or suspend the points gained from the reward point scheme at any point.

Customers can view an audit trail of all orders and referral transactions that affected their reward points in the Profile section of their account.

Your Health

We are dedicated to making sure you enjoy a healthier lifestyle. Therefore we advise that you seek advice from a General Practitioner before taking vitamins or supplements. The information provided by Vitamin Planet is not medical advice or in no way a substitute for medical treatment whatsoever. Our opinions expressed through our website are not of medical supervision. You should not use Vitamin Planet products if you are pregnant, breastfeeding, under 18 or have any medical condition which affects your dietary requirements such as diabetes.

Should you have any questions relating to these Terms and Conditions, please contact us for more information. Failing any outstanding query, it will be assumed that the Terms and Conditions have been read and understood. Please keep a copy of these Terms and Conditions for your records.