Return & refund policy
Applicable to online purchases on vitacop.io
1. General information
This policy sets out the terms and conditions for returns, exchanges, and refunds for products purchased on vitacop.io, operated by NEXUS SYNERGY – FZCO, a company registered in Dubai Silicon Oasis (United Arab Emirates), operating under the commercial name Vitacop.
We are committed to providing a smooth, fair, and respectful shopping experience, whether you are an individual customer or a business client.
2. Right of withdrawal (individual customers)
Individual customers residing in the European Union have 14 days from the date of delivery to exercise their right of withdrawal, without providing a reason.
To exercise this right, please contact us at:
hello@vitacop.io
The item must be returned in its original, unused condition, complete with all packaging and accessories, along with proof of purchase.
Important: For safety and hygiene reasons, copper bottles that have been used or filled cannot be returned.
3. Conditions for return
Products must be returned under the following conditions:
in their complete and intact original packaging,
unused and clean (for copper bottles, never filled or consumed),
accompanied by proof of purchase (invoice or confirmation email).
Any product returned damaged, used, or incomplete will not be eligible for exchange or refund.
Products excluded from the right of return:
personalized or engraved bottles,
sale or clearance items,
opened hygiene or food-contact products (including used copper bottles).
4. Return procedure
To initiate a return, please contact our support team at hello@vitacop.io
.
A confirmation email will be sent with detailed instructions for shipping.
The package must be sent to the address provided, according to the country of origin.
After receipt and inspection, a confirmation email will be sent indicating whether the return is accepted.
Return shipping costs are the responsibility of the customer, except in case of our error (defective or incorrect item).
5. Refund timeframe
Once the return is approved, the refund will be processed within 7 to 14 business days to the original payment method.
The refunded amount corresponds to the product price, excluding original shipping fees (unless the error is on our part).
For partial returns, only the returned item(s) will be refunded.
6. Damaged or defective products
If an item arrives damaged, the customer must:
notify the carrier at the time of delivery,
take photos of the package and the item,
email our team at hello@vitacop.io
within 48 hours of delivery.
After verification, we offer:
replacement of the product,
exchange for an equivalent item,
or full refund.
Note: Copper bottles are fragile and can dent if mishandled. Please handle carefully during delivery and inspection.
7. Exchanges
Exchanges are only possible for the same product (different color or variant), subject to availability.
If the requested item is not available, a refund will be offered.
8. Responsibility and tracking
The customer is responsible for ensuring the return reaches our warehouse safely.
We strongly recommend using a tracked and insured shipping method to prevent loss or damage during transport.
No refund can be issued for a package that is not received or damaged without proof of delivery.
Applicable to online purchases on vitacop.io
1. General information
This policy sets out the terms and conditions for returns, exchanges, and refunds for products purchased on vitacop.io, operated by NEXUS SYNERGY – FZCO, a company registered in Dubai Silicon Oasis (United Arab Emirates), operating under the commercial name Vitacop.
We are committed to providing a smooth, fair, and respectful shopping experience, whether you are an individual customer or a business client.
2. Right of withdrawal (individual customers)
Individual customers residing in the European Union have 14 days from the date of delivery to exercise their right of withdrawal, without providing a reason.
To exercise this right, please contact us at:
hello@vitacop.ioThe item must be returned in its original, unused condition, complete with all packaging and accessories, along with proof of purchase.
Important: For safety and hygiene reasons, copper bottles that have been used or filled cannot be returned.
3. Conditions for return
Products must be returned under the following conditions:
in their complete and intact original packaging,
unused and clean (for copper bottles, never filled or consumed),
accompanied by proof of purchase (invoice or confirmation email).
Any product returned damaged, used, or incomplete will not be eligible for exchange or refund.
Products excluded from the right of return:
personalized or engraved bottles,
sale or clearance items,
opened hygiene or food-contact products (including used copper bottles).
4. Return procedure
To initiate a return, please contact our support team at hello@vitacop.io
.
A confirmation email will be sent with detailed instructions for shipping.
The package must be sent to the address provided, according to the country of origin.
After receipt and inspection, a confirmation email will be sent indicating whether the return is accepted.
Return shipping costs are the responsibility of the customer, except in case of our error (defective or incorrect item).
5. Refund timeframe
Once the return is approved, the refund will be processed within 7 to 14 business days to the original payment method.
The refunded amount corresponds to the product price, excluding original shipping fees (unless the error is on our part).
For partial returns, only the returned item(s) will be refunded.
6. Damaged or defective products
If an item arrives damaged, the customer must:
notify the carrier at the time of delivery,
take photos of the package and the item,
email our team at hello@vitacop.io
within 48 hours of delivery.
After verification, we offer:
replacement of the product,
exchange for an equivalent item,
or full refund.
Note: Copper bottles are fragile and can dent if mishandled. Please handle carefully during delivery and inspection.
7. Exchanges
Exchanges are only possible for the same product (different color or variant), subject to availability.
If the requested item is not available, a refund will be offered.
8. Responsibility and tracking
The customer is responsible for ensuring the return reaches our warehouse safely.
We strongly recommend using a tracked and insured shipping method to prevent loss or damage during transport.
No refund can be issued for a package that is not received or damaged without proof of delivery.
