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REFUND POLICY

Vitalgong s.r.o. – Doplňky stravy (Dietary Supplements)

Effective Date: December 18, 2025
Last Updated: December 18, 2025

OVERVIEW

This Refund Policy describes the terms and conditions regarding returns, refunds, complaints about product defects, and your consumer rights when purchasing dietary supplements from Vitalgong. This policy applies to all dietary supplement products purchased through our website (www.vitalgong.com) and complies with:

Czech consumer protection law (Act No. 634/1992 Coll. on Consumer Protection)
Czech Civil Code (Act No. 89/2012 Coll.)
Czech Food Supplements Regulation (Decree No. 58/2018 Sb.)
EU Directive 2002/46/EC (Food Supplements)
EU Regulation 1169/2011 (Food Information)
EU Consumer Rights Directive 2011/83/EU
Our Terms of Service

Important Note: Dietary supplements (doplňky stravy) are food products that contain vitamins, minerals, and other nutritional substances in concentrated form. They are NOT medicines and do not treat, cure, or prevent diseases.

Please read this Refund Policy carefully, as it contains important information about your rights and responsibilities when returning dietary supplements or making complaints about defective products.

By purchasing from us, you acknowledge that you have read this Refund Policy and understand the return, refund, and complaint procedures outlined herein.

SECTION 1 – RIGHT OF WITHDRAWAL (14-DAY COOLING-OFF PERIOD)

1.1 Your Right to Withdraw from Distance Contracts

You have the right to withdraw from your purchase contract within 14 calendar days, without giving any reason and without incurring any penalty, in accordance with EU Consumer Rights Directive (2011/83/EU) and Czech consumer protection law.

This right is available only for distance contracts (purchases made online, by email, by phone, or through mail order), not for purchases made in physical stores.

1.2 When the 14-Day Withdrawal Period Begins and Ends

The 14-day withdrawal period:

Starts: On the calendar day you receive your order (or the day the first item is delivered if ordering multiple items).
Ends: At the end of the 14th calendar day from receipt.
Example: If you receive your order on December 1st, the period ends at 23:59 on December 14th.

1.3 How to Withdraw from Your Purchase

To exercise your right to withdraw, you must notify us of your decision to withdraw before the 14-day period expires. You can do this by:

Email: Send an email to info@vitalgong.com with subject "Withdrawal from Purchase" or "Odstoupení od smlouvy."
Written Notice: Send a letter to our address: Vitalgong s.r.o., Balbínova 1093, Hlavní město Praha, 120 00, Czech Republic.
Online Form: Use our withdrawal form (if available on www.vitalgong.com).

Your notification must include:

Your full name and contact information (email and phone number).
Your order number or proof of purchase.
A clear statement that you are withdrawing from the purchase contract.
The date you are submitting the withdrawal notice.

We will send you confirmation of receipt of your withdrawal notice. It is your responsibility to ensure we receive your notification within the 14-day period.

1.4 Return Instructions After Withdrawing

After notifying us of your withdrawal:

We will send you a return label with instructions on how to return the product.
You have 14 calendar days from submitting your withdrawal notice to physically return the product to us (i.e., place it in the mail or delivery service).
You bear the cost of return shipping (unless we inform you otherwise or offer free returns).
Return the product to the address specified in our return instructions.
Keep your receipt or tracking number as proof of return shipment.

1.5 Condition of Returned Dietary Supplements

CRITICAL REQUIREMENT: For your return to be accepted, the dietary supplement packaging MUST BE:

UNOPENED and in sealed original packaging – This is the most important requirement
UNUSED – No tampering with seals or caps
WITH ALL ORIGINAL PACKAGING AND COMPONENTS included with the original purchase
WITH ALL ACCESSORIES (instruction leaflets, leaflets, informational materials)
With proof of purchase (order confirmation or receipt)
IN ORIGINAL CONDITION – not exposed to extreme temperatures, moisture, or improper storage

Why unopened packaging is required:

Dietary supplements come in sealed packaging for food safety and hygiene reasons. Once opened, the product is considered used and cannot be returned because:

We cannot verify the product has not been contaminated.
Opened products pose health and hygiene risks to other customers.
EU food safety regulations prohibit the return to sale of opened food products, including dietary supplements.
We cannot guarantee the sterility and safety of opened supplements.

1.6 Acceptable Condition Examples

✅ ACCEPTABLE:

Never opened or opened seal
Original factory packaging intact
No visible signs of tampering
All components included
Original instruction leaflets and informational materials

❌ NOT ACCEPTABLE:

Opened packaging (any opening of seals)
Removed capsules or powder
Missing original containers or caps
Damaged or torn packaging
Evidence of product use
Altered or missing labels

1.7 Return Shipping

Return Costs:

You are responsible for paying the cost of return shipping.
We will provide a return label for your convenience (details sent via email).
If you choose an alternative return method, you are responsible for those costs.

Where to Return:

We will provide a specific return address in our return instructions.
Ship the product via a reliable postal or courier service.
Insured shipping is recommended to protect your return shipment.

1.8 Refund Processing

Timeline:

We will receive and inspect your returned product within 5-10 business days of receipt.
We will notify you of whether your return is accepted or rejected within 10 business days of inspection.
Refunds will be processed within 14 days of acceptance (or from the date we receive the returned product if earlier).

Refund Method:

Refunds will be issued to your original payment method (the credit card or account you used to purchase).
You will not incur any additional charges for the refund process.
Refund of Shipping: We will refund the standard shipping cost you paid. If you selected a premium shipping option (e.g., Express Shipping), we will refund only the cost of standard shipping.

Processing Delays:

Please allow 5-10 business days for the refund to appear in your account after processing.
Your bank or credit card company may take additional time to post the refund.
We are not responsible for delays caused by your financial institution.

1.9 Exceptions to the 14-Day Withdrawal Right

The 14-day withdrawal right does NOT apply to:

OPENED DIETARY SUPPLEMENTS – Once unsealed or opened, withdrawal right is lost (health and hygiene reasons).
USED DIETARY SUPPLEMENTS – Any evidence of use or consumption.
DAMAGED OR TAMPERED PACKAGING – Seals broken, capsules removed, powder consumed, or packaging compromised.
PRODUCTS WITHOUT ORIGINAL SEALING – If received in unsealed condition and not our fault, withdrawal may not apply.
EXPIRED PRODUCTS – Items where the "best before" date has passed at time of return.
PRODUCTS STORED IMPROPERLY – Exposed to extreme heat, cold, humidity, or moisture.
SALE OR HEAVILY DISCOUNTED ITEMS – Where clearly marked at purchase that the withdrawal right is restricted.
GIFT CARDS OR DIGITAL PRODUCTS – Once activated or downloaded, cannot be returned.

Important: If any of these exceptions apply to your purchase, this will be clearly indicated at checkout or in your order confirmation.

1.10 Partial Returns

If you ordered multiple items and wish to return only some:

Each product is treated individually for the 14-day withdrawal right.
Return the specific unopened items you wish to withdraw from.
Your refund will be calculated based on unopened items actually returned.
A restocking fee may apply to certain items (will be communicated at return acceptance).

1.11 Refund Eligibility Check

Before accepting your return, we will verify:

Is the packaging unopened? – Visual and seal inspection.
Are all original components included? – Instructions, leaflets, etc.
Is the packaging intact? – No damage, tampering, or exposure.
Is proof of purchase provided? – Order number or receipt.
Is the product within the 14-day withdrawal period? – Date verification.
Was the return notification submitted within the period? – Timestamp verification.

If any verification fails, we will reject the return and explain the reason.

SECTION 2 – COMPLAINTS ABOUT DEFECTIVE DIETARY SUPPLEMENTS

2.1 What Is a Defective Dietary Supplement?

A dietary supplement is considered defective (non-conforming) if:

It does not match the description provided by Vitalgong.
It does not match the composition or ingredient list declared on the label.
The packaging shows visible signs of damage, leakage, or tampering before opening.
Seals were broken upon receipt (before you opened it).
It is missing components included with the product.
The label is illegible, damaged, or missing information.
It shows evidence of contamination, mold, or discoloration (if detected before opening).
It does not function as intended for its declared purpose.

Note: Once YOU open the supplement, any defects discovered cannot be attributed to manufacturing, as we cannot verify when the defect occurred.

2.2 Your Right to Complain About Defects

You have the right to complain about defective dietary supplements within 24 months from the date of purchase, in accordance with Czech consumer protection law and EU regulations.

Important: A "defect" must be present at the time of manufacture, not caused by your storage, handling, or use after receipt.

2.3 Reporting a Defect

If you believe your dietary supplement is defective, you must report the defect as soon as possible. Contact us immediately:

Email: info@vitalgong.com with subject "Product Complaint" or "Reklamace"
Phone: [INSERT PHONE NUMBER] during business hours
Mail: Vitalgong s.r.o., Balbínova 1093, Hlavní město Praha, 120 00, Czech Republic

Your complaint should include:

Your full name and contact information
Your order number and date of purchase
Description of the defect (what is wrong with the product)
Photo or video evidence of the defect (unopened packaging, broken seals, visible damage, etc.)
Date when you discovered the defect
How you want the issue resolved (repair, replacement, or refund)
Proof of purchase (order confirmation or receipt)

IMPORTANT: For dietary supplements, you must report defects before opening the product. If the defect is discovered after opening, we cannot verify whether it was a manufacturing defect or resulted from your handling.

2.4 Complaint Inspection and Resolution

Our Process:

We will contact you within 2-3 business days of receiving your complaint to acknowledge receipt.
We may request the unopened/sealed product for inspection (you may need to return it).
We will assess whether the product is genuinely defective at time of manufacture.
We will decide on the resolution (repair, replacement, or refund).
We will inform you of our decision and next steps within 30 days.

Complaint Resolution Options:

Replacement: We will send you a replacement dietary supplement product at no cost (for unopened products only).
Refund: We will refund the purchase price.
Price Reduction: We will offer a reasonable discount on the purchase price.

We will NOT accept:

Claims of defects from opened products (we cannot verify).
Claims that the product "did not work" (dietary supplements support wellness but do not provide medical effects).
Complaints about effectiveness, taste, or personal preference.

2.5 Complaint Resolution Timeline

Our commitment:

We will decide on your complaint within 30 days of receiving it (Czech law requirement).
For complex cases requiring expert assessment, this period may be extended, but we will notify you.
If we do not resolve your complaint within 30 days, you may choose any of the remedies listed above.

If we accept your complaint:

We will proceed with replacement or refund.
For refunds, we will process payment within 14 days of approval.
For replacements, we will send a new product at no cost via standard shipping.
You will receive a replacement tracking number via email.

2.6 Responsibility for Return Shipping of Defective Products

If the product is defective due to our error (packaging damaged, seals broken on receipt):

We will pay for return shipping (we will provide a prepaid shipping label or reimbursement).
We will pay for shipping of the replacement product back to you.

If the product is defective due to manufacturing defect:

We will pay for return shipping for inspection.
We will pay for replacement shipping back to you.

If you incorrectly claim a defect:

You will be responsible for return shipping costs.
We may charge a restocking fee.

2.7 Non-Acceptance of Complaints

We may reject complaints if:

The product was opened by you before reporting the defect.
The defect resulted from customer misuse, negligence, or improper handling.
The defect was caused by improper storage (exposure to heat, moisture, extreme temperatures).
The product was used according to instructions and showed no defects.
The complaint is filed after 24 months from purchase.
The product is returned in damaged or significantly altered condition.
The complaint is frivolous or made in bad faith.
The "defect" is actually normal product appearance or expected variation.

We will provide written explanation if we reject your complaint.

2.8 Evidence and Burden of Proof

For defects discovered within 6 months of purchase:

We are presumed liable for the defect (burden of proof is on us).
We must prove the defect was caused by your misuse, not manufacturing defect.

For defects discovered between 6 and 24 months:

You must prove the product was defective at the time of purchase.
You may request our expert assessment at our cost.

SECTION 3 – RETURN PROCEDURES AND LOGISTICS

3.1 Return Process Overview

The complete return process:

Notify us of withdrawal or complaint within the required timeframe.
Receive return instructions (including return address and any prepaid label).
Prepare the unopened product according to return requirements.
Ship the product to the address provided.
Wait for inspection (typically 5-10 business days after we receive it).
Receive our decision on acceptance and refund/replacement.
Receive refund or replacement within the stated timeframe.

3.2 Packaging Requirements

When returning dietary supplements, please:

Use sturdy, protective packaging to prevent damage in transit.
Keep the product in its original sealed packaging (unopened caps/seals).
Include all original components (instruction leaflets, etc.).
Include your order number inside the package.
Include contact information with your return shipment.
Use a tracked shipping method (we recommend registered/insured mail).
Keep your tracking number for your records.

Do NOT:

Open or unseal the dietary supplement
Remove capsules or powder
Alter the packaging or labels
Expose the product to extreme temperatures or moisture during return

3.3 Return Shipping Methods

Accepted return methods:

Czech Post (Česká pošta)
Packeta / Z-BOX (popular in Czech Republic)
DPD
GLS
UPS
DHL
Any other reliable courier service

We recommend insured shipping to protect your return package and prove delivery.

3.4 Receipt of Returned Products

We will track receipt of your return shipment.
We will notify you when we receive your returned product.
We will provide you with a receipt or confirmation of receipt via email.

3.5 Inspection of Returned Dietary Supplements

Upon receipt, we will:

Inspect the packaging for seal integrity (is it still unopened?).
Verify all components are included and undamaged.
Check the labels for legibility and compliance with regulations.
Assess the overall condition and compliance with return requirements.
Notify you of our findings within 10 business days.

SECTION 4 – REFUNDS

4.1 Refund Eligibility

You are eligible for a refund if:

You exercised your 14-day withdrawal right and returned the unopened dietary supplement in acceptable condition.
Your product is defective and we approve your complaint.
You received a damaged product due to our shipping/packaging failure.
We made an error in billing or processing.

4.2 Refund Amount

Refund will include:

Full purchase price of the dietary supplement.
Standard shipping cost you paid.
Any applicable taxes (VAT).

Refund may exclude:

Premium or express shipping costs (we refund standard shipping only).
Return shipping cost (you pay to return the product).
Restocking fees (if applicable and clearly disclosed).
Any discounts or promotional codes already applied.

4.3 Refund Processing

Refund timeline:

Within 14 days of approving your return or complaint.
Or within 14 days of receiving the returned product (whichever is earlier).

Refund method:

Original payment method (credit card, debit card, or bank account used for purchase).
No fees will be charged for the refund process.
Bank processing: Allow an additional 3-10 business days for your bank/credit card company to process and post the refund.

Refund confirmation:

We will send you an email confirming the refund has been processed.
We will provide you with a reference number for tracking.

4.4 Delayed Refunds

If more than 15 business days have passed since we approved your return:

Contact us immediately at info@vitalgong.com.
Provide your refund reference number and original order number.
We will investigate and resolve the delay promptly.

4.5 Currency and Exchange Rates

If you paid in a different currency than CZK (EUR, USD, etc.):

Refunds will be processed in the original currency of purchase.
Exchange rates will be determined by your payment processor and bank.
We are not responsible for exchange rate fluctuations or fees charged by your bank.

SECTION 5 – EXCHANGES AND REPLACEMENTS

5.1 Product Exchanges (Non-Defective Items)

For unopened dietary supplements returned within the 14-day withdrawal period:

We recommend returning the original unopened item and making a new purchase rather than a direct exchange.
This ensures you receive the most recent inventory and avoids confusion.

We do not offer direct exchanges because:

It ensures proper return inspection (unopened verification).
It allows us to process your refund quickly.
You can then purchase the new item(s) when ready.

5.2 Replacement of Defective Items

If your dietary supplement is defective and qualifies for replacement:

We will send you a replacement product at no cost.
We will include prepaid return shipping for the defective product (if unopened).
We will send the replacement via standard shipping (same as your original order).
You will receive a replacement tracking number via email.

5.3 Replacement Eligibility

Replacement is available for:

Manufacturing defects (seals broken upon receipt, visible packaging damage).
Non-conformity with product label/description.
Damage caused by our shipping/packaging (not customer misuse).
Wrong item shipped in error.

Replacement is NOT available for:

Opened or used supplements (cannot verify original condition).
Normal appearance or minor variations in supplement appearance.
Complaints after 24 months from purchase.
Items outside the warranty period.

SECTION 6 – SPECIAL CIRCUMSTANCES

6.1 Damaged Packaging Upon Receipt

If your dietary supplement arrived with damaged packaging due to shipping:

Do not open the package if seals are compromised.
Take photos of the damage and packaging immediately.
Contact us immediately at info@vitalgong.com.
Provide: Photos, order number, description of damage.
We will decide whether to send a replacement or authorize a return.

For shipping damage:

We will typically send a replacement at no cost without requiring the damaged item first (to expedite resolution).
Or we will provide prepaid return shipping and send a replacement upon inspection.

6.2 Wrong Item Shipped

If we shipped the wrong dietary supplement:

Contact us immediately with your order number and description of the wrong item.
Do not open the wrong item (keep it sealed if possible).
We will arrange:
- Prepaid return shipping for the wrong item.
- Free shipment of the correct product to you.
- Quick processing to resolve the error promptly.

6.3 Missing Components or Accessories

If your dietary supplement package is missing components (instruction leaflets, etc.):

Check the package thoroughly for any separate compartments or boxes.
Contact us with photos and details of what is missing.
We will send the missing component(s) via mail at no cost.
Or we will offer a refund or replacement, depending on circumstances.

6.4 Duplicate Orders

If you accidentally placed duplicate orders:

Contact us immediately at info@vitalgong.com.
Provide both order numbers.
If not yet shipped, we will cancel the duplicate at no cost.
If already shipped, the order qualifies for return under the 14-day withdrawal right (if unopened).

SECTION 7 – IMPORTANT DISCLAIMERS FOR DIETARY SUPPLEMENTS

7.1 Dietary Supplements Are NOT Medicines

IMPORTANT: Vitalgong dietary supplements:

Are NOT medicines and do not treat, cure, or prevent any disease or health condition.
Are NOT intended to replace a varied and balanced diet.
Are NOT a substitute for medical treatment or consultation with healthcare professionals.
Do NOT provide medical diagnosis or medical advice.
May not be suitable for all individuals and must be used according to instructions.

Health Claims Restrictions:

We do NOT make claims that our products treat, cure, or prevent diseases.
We do NOT claim medical benefits.
Any health claims made about our products are based on scientifically substantiated research and comply with EU Regulation 1924/2006.
Claims are reviewed and approved by competent authorities.

7.2 Precautions and Safety Information

Before using Vitalgong dietary supplements:

Consult with a healthcare professional if you are pregnant, nursing, taking medications, or have existing health conditions.
Do not exceed recommended daily doses without professional guidance.
Be aware of potential interactions with medications or other supplements.
Stop use immediately if you experience adverse effects and seek medical advice.
Keep out of reach of children as indicated on packaging.

7.3 Individual Variations and Results

Dietary supplements work differently for different individuals based on age, health status, lifestyle, and genetics.
Results are not guaranteed and may vary significantly between individuals.
We are NOT responsible for individual variations in results or effectiveness.
We are NOT responsible for adverse reactions or allergies to ingredients.

7.4 We Accept NO Liability For:

Personal allergic reactions or intolerances to supplement ingredients
Adverse effects resulting from improper use or overdose
Interactions with medications or other supplements
Individual health outcomes or effectiveness variations
Medical advice or recommendations from non-professional sources
Third-party claims about supplement benefits

SECTION 8 – CUSTOMER RESPONSIBILITIES

8.1 Your Obligations When Returning

When using our return/refund services, you agree to:

Provide accurate information about the reason for return or defect.
Return unopened products promptly in acceptable sealed condition.
Use reliable shipping methods and insure valuable returns.
Keep seals intact until notifying us of withdrawal.
Cooperate with our inspection process.
Communicate honestly and not make fraudulent claims.
Bear the cost of return shipping (unless otherwise agreed).
Not open the supplement until determining you will keep it.

8.2 Your Responsibility for Storage and Handling

You are responsible for:

Proper storage of dietary supplements according to label instructions.
Keeping dietary supplements away from children and pets.
Maintaining proper conditions (cool, dry location) to prevent degradation.
Not exposing supplements to extreme heat, cold, or moisture.
Following all warnings and precautions on the label.
Consulting healthcare professionals before using if you have health concerns.

8.3 Prohibited Conduct

We will reject returns and may pursue legal action if:

You repeatedly abuse the return policy (patterns of fraudulent returns).
You open and partially use a supplement, then claim defect.
You misrepresent the condition or defect of products.
You attempt to return used, opened, or consumed products.
You file false claims of defects.
You try to exploit our policy through organized fraud.
You open products after purchase with intent to return them.

8.4 Reserve Right to Refuse Service

We reserve the right to:

Refuse future returns from customers with a pattern of abuse.
Require photographic evidence of unopened packaging before accepting returns.
Charge restocking fees for repeated unjustified returns.
Report fraudulent activity to relevant authorities.
Deny returns that show signs of opening or tampering.

SECTION 9 – WARRANTY AND PRODUCT GUARANTEES

9.1 Statutory Warranty (Legal Guarantee)

Under Czech and EU law, all new dietary supplements come with a 24-month warranty, starting from the date of purchase. This warranty covers:

Manufacturing defects (seals broken at manufacture, contamination)
Non-conformity with product label/description
Defects that make the product unsuitable for its intended use
Damage from manufacturing errors (not customer misuse)

For unopened products only – Opened products cannot be inspected for manufacturing defects.

9.2 Limited Manufacturer's Warranty

Some dietary supplements may come with manufacturer's limited warranties (separate from statutory warranty). These may include:

Specific coverage periods (e.g., 1 year, 2 years).
Limited coverage (e.g., packaging defects only).
Specific terms and conditions.

Manufacturer's warranty details will be provided with the product or in product documentation.

9.3 Exclusions from Warranty

The 24-month statutory warranty does NOT cover:

Normal wear and tear or appearance variations
Damage from customer misuse, negligence, improper storage, or accident
Opening or tampering with packaging or seals
Use contrary to product instructions or label warnings
Used or partially consumed supplements
Expired products (warranty applies only until "best before" date)
Sale items (warranty may be reduced, clearly marked at purchase)
Environmental exposure (heat, cold, moisture)
Mishandling or poor storage after receipt

9.4 Warranty Claims

To make a warranty claim:

Contact us with proof of purchase and description of defect.
Follow the complaint procedure outlined in Section 2 of this policy.
Provide evidence of the defect with photos of unopened/sealed packaging if possible.
Do not open the product before contacting us about defects.

SECTION 10 – DISPUTE RESOLUTION AND COMPLAINTS

10.1 Contact for Complaints

If you have questions or complaints about this Refund Policy or our return/refund process:

Email: info@vitalgong.com
Phone: [INSERT PHONE NUMBER]
Mail: Vitalgong s.r.o., Balbínova 1093, Hlavní město Praha, 120 00, Czech Republic

10.2 Our Resolution Process

We will acknowledge your complaint within 2-3 business days.
We will investigate the issue thoroughly.
We will respond with a resolution within 15 days.
We will implement the agreed solution promptly.

10.3 Escalation

If you are not satisfied with our response:

Request escalation to management by sending a formal complaint letter.
You have the right to lodge a complaint with the Czech Trade Inspection Authority (Česká obchodní inspekce – COI).
You may contact your local consumer protection office or authority.

10.4 Consumer Protection Authority Contacts

Czech Trade Inspection Authority (Česká obchodní inspekce – COI):

Website: www.coi.gov.cz
Email: posta@coi.gov.cz
Phone: +420 224 049 111
Address: Štěpánská 567/15, 110 00 Praha 1, Czech Republic

State Health Institute (Státní zdravotní ústav – SZÚ):

For adverse effects from dietary supplements
Website: www.szu.gov.cz
Email: eva.voracova@szu.gov.cz
Phone: +420 267 082 318

European Consumer Centers (for cross-border disputes):

Czech center website: www.evropskyspotrebitel.cz

SECTION 11 – REGULATORY INFORMATION FOR DIETARY SUPPLEMENTS

11.1 Product Notification and Registration

Vitalgong dietary supplements have been properly notified to:

Ministry of Agriculture (Ministerstvo zemědělství) – Czech Republic
State Institute for Food and Agriculture Inspection (SZPI) – For traceability and imports if applicable

Notification Details:

All products comply with Decree No. 58/2018 Sb. (Czech Food Supplements Regulation)
All products meet EU Directive 2002/46/EC requirements
All ingredients are approved for use in food supplements under EU law
All labeling complies with EU Regulation 1169/2011

11.2 Ingredient Safety and Compliance

All ingredients in Vitalgong dietary supplements:

Are listed in the approved EU lists of permitted vitamins and minerals (Annexes to Directive 2002/46/EC)
Have been assessed for safety and purity
Meet international quality standards
Are used in quantities considered safe for daily consumption

11.3 Labeling Compliance

All Vitalgong product labels:

Include all mandatory information required by EU and Czech regulations
Display recommended dosage clearly
Include appropriate warnings for sensitive groups (children, pregnant women, nursing mothers)
Display "Best Before" dates
Include manufacturer/distributor information
Meet font size and legibility requirements

11.4 No Medical Claims

Vitalgong DOES NOT make any claims that our dietary supplements:

Treat, cure, or prevent any disease or health condition
Provide diagnostic, therapeutic, or medical benefits
Replace professional medical advice or treatment
Are medicines or medical devices
Provide drug-like effects

SECTION 12 – GENERAL PROVISIONS

12.1 Policy Changes

We may update this Refund Policy at any time:

Updated policy will be posted on our website.
Last updated date will be changed at the top of this document.
Material changes will be communicated via email to registered customers.
Your continued purchase after updates constitutes acceptance of new terms.

12.2 Governing Law

This Refund Policy is governed by:

Czech consumer protection law (Act No. 634/1992 Coll.)
Czech Civil Code (Act No. 89/2012 Coll.)
Czech Food Supplements Regulation (Decree No. 58/2018 Sb.)
EU Consumer Rights Directive (2011/83/EU)
EU Directive 2002/46/EC (Food Supplements)
Other applicable EU regulations

12.3 Severability

If any provision of this policy is found to be invalid or unenforceable:

That provision will be reformed to the extent permitted by law.
The remaining provisions will continue in full effect.
Consumer protections cannot be waived or limited.

12.4 Entire Agreement

This Refund Policy, together with our Terms of Service and Privacy Policy, constitutes the complete agreement regarding returns, refunds, and complaints. It supersedes all previous return policies or practices.

SECTION 13 – CONTACT INFORMATION

For all questions about returns, refunds, or complaints:

Email: info@vitalgong.com
Phone: [INSERT PHONE NUMBER]
Business Hours: [INSERT HOURS]
Website: www.vitalgong.com
Mailing Address:
Vitalgong s.r.o.
Balbínova 1093
Hlavní město Praha, 120 00
Czech Republic

Registration Number (IČO): 23669918
VAT Number: [INSERT VAT NUMBER]

CRITICAL REMINDERS FOR DIETARY SUPPLEMENTS:

14-day withdrawal right REQUIRES UNOPENED PRODUCTS – Once you open the packaging, you lose this right.
24-month warranty – Defective products are covered for 24 months from purchase.
UNOPENED packaging is essential – Opened supplements cannot be returned for health and safety reasons.
Health/Safety Precautions – Always read warnings and consult healthcare professionals if needed.
Proof of purchase – Keep your order confirmation as proof of purchase and warranty eligibility.
Contact us first – Always contact us before returning unopened products; never ship without authorization.
Tracking number – Always use tracked shipping methods and keep proof of shipment.
Original condition – Returned supplements MUST be unopened with original sealed packaging.
NOT a medicine – Dietary supplements do not treat, cure, or prevent diseases.
Proper storage – Keep unopened supplements in cool, dry conditions according to label instructions.

Version: 1.0
Effective Date: December 18, 2025
Last Updated: December 18, 2025
Document Status: Current and Compliant with Czech Consumer Protection Law, EU Regulations, and Dietary Supplement Regulations