1. About Us

1.1. Who we are. We are Vitamins RX a trading name of UK Commerce Ltd; a company registered in England and Wales (company number 17454205). Our registered office is 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ. In these Terms, "we", "us" and "our" mean Vitamins RX

1.2. How to contact us. You may contact us by telephone on 0330 123 1121 (standard call charges apply), or alternatively, you can email us at: cs@vitaminsrx.co.uk.

2. These Terms

2.1. About These Terms. These are the terms and conditions that apply when you purchase products through our website, app or stores. Please read these Terms carefully before purchasing products through our website, app or stores. They explain your rights and responsibilities, and ours, when you buy products from us.

2.2. Who These Terms Apply To. These Terms apply to purchases made by consumers for personal use only. By purchasing products through our website, app or stores, you confirm that you are legally capable of entering into a binding contract.

2.3. Website, App and Store Purchases. These Terms apply to purchases made through our website, mobile app and stores, including Click & Collect orders, unless we state otherwise. Some products, services, promotions, discounts, rewards programmes, gift cards, subscriptions, marketplace products and features may be subject to additional terms and conditions.

2.4. Marketplace Products. We may make products available for purchase through our website or app from third-party marketplace sellers referred to as Trusted Sellers (“Marketplace Products”). Marketplace Products will be clearly identified before you complete your purchase. Unless we state otherwise, the contract for the purchase of a Marketplace Product is between you and the relevant Trusted Seller. Marketplace Products may be fulfilled either by us on behalf of the Trusted Seller or directly by the Trusted Seller. The applicable delivery, collection, returns and refund arrangements may differ depending on who fulfils the Marketplace Product and will be explained to you as part of the applicable Marketplace terms and returns process. Marketplace Terms and Conditions apply in addition to these Terms and, where there is any inconsistency, the Marketplace Terms and Conditions will take precedence in relation to the Marketplace Product. We remain responsible for operating our website and app and providing the Marketplace service.

2.5. Changes to These Terms. We may update these Terms from time to time, including to reflect changes in applicable laws, regulatory requirements, our products, services or business practices. Changes will only apply to purchases made after the updated Terms take effect. They will not affect purchases that have already been completed or orders that we have already accepted.

2.6. Your Statutory Rights. Nothing in these Terms excludes, limits or affects any rights you have under applicable consumer protection law.

Buying From Us

3. Eligibility to Purchase

3.1. Consumer Purchase Only. Our products are intended for personal consumer use only and must not be purchased for resale, commercial use or distribution.

3.2. Age Requirements. You must be at least 16 years old to place an order with us. Certain products may only be sold to customers who meet the applicable minimum age requirement. We may ask you to provide proof of age before completing the sale, fulfilling an order, delivering or handing over an age-restricted product. We reserve the right to refuse or cancel the sale or supply of an age-restricted product where we reasonably believe that the applicable age requirement has not been met or satisfactory proof of age is not provided.

3.3. Accurate Information. You are responsible for ensuring that all information you provide to us, including your name, contact details, payment information and delivery details, is accurate, complete and up to date.

4. Product Availability

4.1. Subject to Availability. All products are subject to availability. Where we are responsible for fulfilling your order, we make reasonable efforts to ensure that products displayed on our website, app and in our stores are available to purchase. However, we cannot guarantee that all products will always be in stock or available at every location. If a product becomes unavailable after you have placed an online order, we may dispatch the available products in your order and hold the unavailable item for a short period while we check whether additional stock becomes available. If the item remains unavailable, we will cancel it, notify you by email and refund the amount paid for that item to your original payment method.

4.2. Order Limits. Our products are intended for personal use only and are not for resale. We may limit the quantity of products that can be purchased in a single transaction.

5. Product Information

5.1. Product Descriptions. We take reasonable care to ensure that product descriptions, ingredients, nutritional information, and other information displayed on our website, app and in our stores are accurate and up to date. However, manufacturers may change product formulations, packaging, ingredients or specifications from time to time. You should always read the product packaging, labels and instructions supplied with the product before using it, particularly where you have allergies or specific dietary requirements. Nothing in this clause affects your statutory rights, including your right to receive products that match the description forming part of your contract with us.

5.2. Product Images. Product images are provided for illustrative purposes only and may include photographs, digitally created images or other visual representations of products. Although we make reasonable efforts to display products accurately, colours, packaging, labelling and the appearance of products you receive may vary from those shown.

5.3. Health & Wellness Information. The information, guidance and recommendations we provide about our products are intended for general information purposes only. They are not intended to constitute medical, pharmaceutical or other healthcare advice and should not be relied upon as a substitute for professional advice, diagnosis or treatment.

5.4. Safe Use of Products. You are responsible for using products in accordance with the instructions, warnings and other information provided on the product packaging. If you are pregnant, breastfeeding, taking medication, have an existing medical condition, have allergies, or have any concerns about whether a product is suitable for you, you should seek advice from your doctor, pharmacist or another appropriately qualified healthcare professional before using the product. Food supplements should not be used as a substitute for a varied, balanced diet and healthy lifestyle unless otherwise stated.

6. Prices & Payment

6.1. Prices. The price of products is the price displayed at the time you complete your purchase. Prices may differ between our website, app and stores, and between different promotions.

6.2. VAT. All prices include VAT where applicable.

6.3. Delivery Charges. Delivery charges, where applicable, will be shown to you before you complete your purchase.

6.4. Pricing Errors. We take reasonable care to ensure that prices are correct. If we discover an obvious pricing error before accepting your online order, we may cancel the order and refund any payment you have made. If a pricing error is identified after an in-store purchase has been completed, your statutory rights will not be affected.

6.5. Payment Methods. We accept the payment methods made available on our website, app or in our stores at the time of purchase. The payment methods we accept may change from time to time.

6.6. When Payment Is Taken. For purchases made through our website or app, we may authorise or take payment before your order is accepted. Payment authorisation or processing does not mean that your order has been accepted. For purchases made in one of our stores, payment is taken when you complete your purchase at the checkout.

6.7. Rewards Points. Where available, you may be able to redeem rewards, points, vouchers or other promotional benefits against eligible purchases. The earning and redemption of rewards are subject to the applicable VitaminsRx Rewards Programme Terms and Conditions. Any rewards applied to your purchase will be deducted from the purchase price at the time of payment, where eligible.

6.8. Gift Cards. We may accept eligible gift cards as a payment method for purchases. The purchase, use and redemption of gift cards are subject to our Gift Card Terms and Conditions. Where you use a gift card to pay for all or part of your purchase, these Terms will continue to apply to your purchase in addition to the Gift Card Terms and Conditions.

7. Promotions and Offers

7.1. Offer Terms. From time to time, we may offer promotions, discounts or special offers. 

7.2. Promotional Errors. We take reasonable care to ensure that promotions, discounts and special offers are accurately displayed. However, errors may occasionally occur. If we discover an obvious error in a promotion before we have accepted your order, we may withdraw or correct the promotion, cancel your order or contact you to ask whether you wish to proceed with your purchase on the correct terms. We will not be obliged to honour a promotion where the error is obvious and would reasonably have been recognised by a customer. Nothing in this clause affects your statutory rights.

8. Verification

8.1. Fraud Prevention. We may carry out verification checks before accepting or fulfilling an order to protect our customers and prevent fraud. These checks may include payment authorisation, identity verification, address verification, age verification and other reasonable security checks. Where payment authorisation cannot be obtained or verification checks cannot be satisfactorily completed, we may refuse or cancel your order.

9. Forming the Contract

9.1. Online. For purchases other than Marketplace Products, your order will be accepted and a contract formed when we deliver the products you have ordered, and not before. We may authorise or take payment before accepting your order. Payment authorisation, payment processing or sending an order acknowledgement does not mean that your order has been accepted or that a contract has been formed. Up until the time that the products are delivered, your order may not be accepted by VitaminsRx or may be cancelled by us. You may also cancel your order before it has been dispatched. Once your order has been dispatched, we may not be able to stop or cancel the delivery and you will need to return the products to us in accordance with our returns and refunds provisions below. This does not affect your statutory cancellation rights.

9.2. In-store. For purchases made in one of our stores, a contract is formed when you pay for your products at the checkout.

10. Refusing or Cancelling Orders

10.1. We may refuse or cancel an online order before it has been accepted where it is reasonable for us to do so, including where:

• a product is unavailable;

• there has been an obvious pricing or product description error;

• we are unable to authorise your payment;

• we reasonably suspect fraudulent or unlawful activity;

• we reasonably believe products are being purchased for resale or commercial use;

• you are located outside our delivery areas; or

• we are unable to fulfil the order for reasons beyond our reasonable control.

10.2. If we cancel your order after you have made payment, we will refund any amounts you have paid as soon as reasonably practicable using your original payment method. Nothing in this section affects your statutory rights.

10.3. For Marketplace Products, we may take the above steps on behalf of the relevant Trusted Seller in accordance with the Marketplace Terms and Conditions.

11. Delivery & Collection

11.1. Delivery Options. We offer a range of delivery and collection options, including home delivery, Click & Collect and parcel shop collection. The options available to you, together with any applicable charges, will be displayed before you complete your purchase.

11.2. Delivery Charges. Delivery charges vary depending on the delivery option you select and the value of your order. Any applicable delivery charges will be displayed during checkout before you complete your purchase. Details of our current delivery charges can also be found on our website here:

11.3. Delivery Times. Any delivery or collection dates and times we provide are estimates only and are not guaranteed. Whilst we will use reasonable efforts to deliver your products within the estimated timescales, delays may occasionally occur due to circumstances outside our reasonable control, including periods of high demand, adverse weather conditions or courier delays. Where we become aware of a significant delay to your order, we will take reasonable steps to notify you. Nothing in this clause affects your statutory rights. Where we fail to deliver within an agreed delivery period, or within the period required by law where no delivery period has been agreed, you may have the right to require delivery within an additional appropriate period or, in certain circumstances, to end the contract and receive a refund.

11.4. Marketplace Products. Delivery and collection arrangements for Marketplace Products may differ. The applicable delivery or collection options will be shown to you before you complete your purchase.

11.5. Split Deliveries. Your order may be delivered in more than one parcel or shipment. Where this is the case, you will only be charged once for delivery.

11.6. Click & Collect. Where you select Click & Collect, we will notify you when your order is ready for collection. You should not attempt to collect your order until you have received this notification. You may be required to provide your order confirmation, proof of identity, proof of age or any other reasonable evidence that you are entitled to collect the order. If your order is not collected within the collection period specified in your collection notification or on our website, we may cancel your order, return the products to our warehouse and issue a refund using your original payment method. Trusted Seller-Fulfilled Marketplace Products cannot be ordered using Click & Collect.

11.7. Parcel Shop Collection. Where you choose delivery to a parcel shop or collection point, your order will be held for the period specified by the relevant collection provider. If the order is not collected within that period, it may be returned to us. Where this happens, we will process a refund using your original payment method.

11.8. Delivery Restrictions. Products can only be delivered to locations within the territories specified on our website or app. Some products or delivery services may not be available in certain locations. Certain postcodes or geographical areas may be excluded from specific delivery services, including express or next day delivery. Any applicable restrictions will be made clear before you complete your purchase.

11.9. In-store Purchases. Products purchased in one of our stores are supplied to you at the point of sale and are not subject to the delivery provisions in this section unless we state otherwise.

11.10. Risk. Responsibility for the products passes to you:

• for purchases made in one of our stores, when you take possession of the products;

• where products are dispatched to you, when the products come into the physical possession of you or a person identified by you to take possession of them; or

• where you arrange for the products to be delivered by a carrier that was not offered by us, when the products are delivered to that carrier.

11.11. Nothing in this clause affects your statutory rights.

12. Changing Your Mind

12.1. Online Cancellation Rights. For most products purchased through our website, app or using Click & Collect, for which your statutory cancellation rights must be exercised in accordance with the cancellation and returns process applicable to the relevant Trusted Seller), you generally have the right to change your mind about your purchase within 14 days without giving a reason, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The cancellation period expires 14 days after:

• the day you receive the order; or

• if your order consists of multiple products delivered separately, the day you receive the last product. To exercise your right to cancel, you must clearly inform us of your decision before the cancellation period expires. You may do this by contacting our Customer Service Team or by using any cancellation method we make available on our website or app. If you cancel after receiving the products, you must send them back to us without undue delay and no later than 14 days after the day on which you tell us that you wish to cancel. This statutory right is separate from, and is not affected by, our 30-day returns policy set out below. You have 30 minutes from placing your order online or via the app to cancel it before we start processing it. After 30 minutes, we may be unable to stop it from being processed and delivered. This does not affect your statutory right to cancel your purchase. If we are unable to stop your order, you can still exercise your right to cancel by returning the products to us in accordance with our returns process.

12.2. When you can’t change your mind. Your statutory right does not apply to certain products, including:

• products which are liable to deteriorate or expire rapidly;

• sealed products, including medicines, which are not suitable for return due to health protection or hygiene reasons;

• products made to your specifications or clearly personalised; and

• any other products excluded from cancellation rights under applicable law. You may inspect products in the same way that you would be able to in a shop. If you handle the products more than is reasonably necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect any reduction in the value of the products, where permitted by law.

12.3. Our 30-day returns policy. In addition to your statutory rights, if you change your mind about a product, we offer a 30-day returns policy on most products purchased from us. Our 30-day returns policy does not apply to Trusted Seller-Fulfilled Marketplace Products, which are subject to the relevant Trusted Seller’s returns policy. This does not affect any statutory rights you may have in relation to those products. If you change your mind, you may return eligible products within 30 days from (i) receipt of your order for home delivery orders placed via the website or app, (ii) collection for Click & Collect orders or (iii) the date of purchase for in-store purchases, for an exchange or refund, provided that:

• the products are unopened, unused, in a saleable condition and, where applicable, any seals remain intact;

• you provide your original receipt or other satisfactory proof of purchase; and

• the products are not excluded from our returns policy. The return methods available depend upon the type of product purchased. Marketplace Products cannot be returned to our stores, as explained in clause 12.4 below. Unless faulty or otherwise covered by your statutory rights or our applicable product-quality processes, products that have been opened, used or are no longer in a saleable condition cannot be returned under our 30-day change-of-mind policy. This 30-day returns policy is offered by us in addition to your statutory rights and is subject to the eligibility requirements set out in this clause. For more information visit:

12.4. Returning Products:

Returning Products by Post. Eligible online purchases, excluding Trusted Seller-Fulfilled Marketplace Products, may be returned to us by post using the returns process we make available on our website or app. Unless we have agreed otherwise or applicable law provides otherwise, you remain responsible for the products until we receive them. If you choose to return products using a method other than our approved returns process, you do so at your own risk. If you exercise your statutory right to cancel, you may return the products using the free returns service we make available to you. If you choose to use an alternative return method, you will be responsible for any additional costs of that method. You should take reasonable care of the products while they are in your possession and when returning them to us. We recommend that you retain proof that you have sent the products back until your return has been processed.

12.5. Refunds. 

Where you are entitled to a refund which we are responsible for processing, we will refund the purchase price using the original payment method unless we agree otherwise with you. We will make any refund due following the exercise of your statutory cancellation rights without undue delay and no later than 14 days after the day on which we receive the returned products. We may withhold the refund until we have received the products back or you have provided satisfactory evidence that you have returned them, whichever occurs first, where permitted by law. If you have handled the products beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect any reduction in the value of the products resulting from that handling, where permitted by law.

We will also refund the standard delivery charge you paid to receive the products where you cancel and return your entire order. If you cancel or return only part of your order, the original delivery charge will not be refunded. If you chose a more expensive delivery option, such as next-day or express delivery, we are only required to refund an amount equal to the cost of the least expensive standard delivery option available for your order.

For returns made under our 30-day returns policy, we aim to process refunds as soon as reasonably practicable after receiving and inspecting the returned products. We may withhold a refund until we have received the returned products, or you have provided satisfactory evidence that they have been returned.

13. If There’s a Problem with Your Purchase

13.1. Marketplace Product Issues. If your purchase is a Marketplace Product, we may handle your query on behalf of the relevant Trusted Seller or refer the matter to the Trusted Seller where appropriate, in accordance with the Marketplace Terms and Conditions.

13.2. Your Consumer Rights. For products purchased from us, we are under a legal duty to supply products that conform with our contract with you. For Marketplace Products, the relevant Trusted Seller, as the seller of the product, is responsible for ensuring that the product conforms with your contract with them. Products must be of satisfactory quality, fit for purpose and as described. If a product does not meet these requirements, you have rights under the Consumer Rights Act 2015. Depending on the circumstances, these may include a short-term right to reject the product and receive a refund, normally within 30 days, or a right to a repair or replacement. If a repair or replacement is not possible, is unsuccessful, or is not provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction or a final right to reject the product and receive a refund. Nothing in these Terms affects your statutory rights.

13.3. Damaged Orders. If your order arrives damaged, please contact our Customer Service Team as soon as reasonably practicable. Where possible, please provide your order number, details of the damage and, if requested, photographs to help us investigate your claim. Once we have had a reasonable opportunity to assess the issue, we will explain the options available to you, which may include a replacement, repair or refund, as appropriate.

13.4. Incorrect or Missing Items. If you receive an incorrect product or believe items are missing from your order, please contact our Customer Service Team as soon as reasonably practicable, and ideally within 30 days of delivery or collection. Prompt notification helps us investigate the issue with our warehouse and delivery partners. This does not affect your statutory rights. We may ask you to provide information about your order or return the incorrect product before issuing a replacement or refund.

13.5. Faulty Products. If you believe a product has developed a fault, please stop using it (where appropriate) and contact our Customer Service Team. We may ask you to return the product or provide photographs or other information so that we can assess the fault. Where appropriate, we may inspect the product to assess the reported fault and identify the appropriate remedy in accordance with your statutory rights. Nothing in this clause limits any rights you have under the Consumer Rights Act 2015. Where you are entitled under applicable consumer law to reject or return a product because it is faulty, damaged, not as described or otherwise does not conform with the contract, you will not be required to bear the reasonable costs of returning the product where the law requires those costs to be borne by the seller.

13.6. Food and Supplements. If you believe that a food or supplement product is damaged, defective, unsafe or otherwise not fit for consumption, please stop using the product and contact our Customer Service Team as soon as possible. We may ask you to provide details of the product, including the batch number, expiry date and any other relevant information, and to return the product where appropriate. This helps us investigate the issue, comply with our regulatory obligations and, where necessary, take appropriate action to protect our customers.

13.7. Product Safety. If we become aware that a product you have purchased is subject to a safety recall or other corrective action, we may contact you using the contact details you have provided. Please follow any instructions we provide regarding the return, disposal or replacement of the affected product.

14. Customer Accounts & Website Use

14.1. Customer Accounts. You must be at least 16 years old to create or hold a VitaminsRx customer account. By creating an account, you confirm that you meet this minimum age requirement and that the information you provide is accurate and complete. You are responsible for maintaining the confidentiality of your account credentials and for all activities carried out using your account. If you believe your account has been accessed without your permission, please notify us as soon as reasonably practicable. We may suspend or close your account where we reasonably believe that you have breached these Terms, provided inaccurate information, no longer meet the eligibility requirements for holding an account, or where it is reasonably necessary to protect our customers, our business or the security of our systems.

14.2. You may use our website and app only for lawful purposes and in accordance with these Terms. You must not misuse our website or app, interfere with its operation or security, attempt to gain unauthorised access to any part of our systems, or use our website or app in any way that could damage, disable or impair its operation.

14.3. We take reasonable care to ensure that our website and app are available and operate correctly. However, we do not guarantee that they will always be available, uninterrupted, secure or free from errors. We may suspend, withdraw, update or change all or part of our website or app from time to time, including for maintenance, security or operational reasons.

14.4. Our website or app may contain links to third-party websites or services for your convenience. We are not responsible for the content, availability or privacy practices of those third-party websites or services and your use of them is subject to their own terms and conditions.

15. Complaints

15.1. Contacting Us. If you are unhappy with any product, service or your experience with us, please contact our Customer Service Team so that we have the opportunity to investigate your concerns and, where appropriate, put things right. You can contact us using the contact details set out in clause 1.2 or through any other contact methods made available on our website or app.

15.2. Information to Include. To help us investigate your complaint as quickly as possible, please provide, where available:

• your name and contact details;

• your order number or proof of purchase;

• details of the product or service your complaint relates to; and

• a description of the issue, including any relevant photographs where appropriate. If we need any additional information to investigate your complaint, we may contact you to request it.

15.3. How We Handle Complaints. We aim to investigate complaints fairly and respond within a reasonable period of time. Where appropriate, we will keep you informed of the progress of our investigation and let you know the outcome once it has been completed.

16. General

16.1. Governing Law & Jurisdiction. These Terms are governed by the laws of England and Wales. All contracts will be concluded in the English language. If you are a consumer resident in another part of the United Kingdom or another country, you will continue to benefit from any mandatory consumer protection rights applicable in your country of residence. Nothing in these Terms affects your right to bring proceedings in the courts available to you under applicable consumer law.

16.2. Our Liability. Nothing in these Terms excludes or limits our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors, fraud or fraudulent misrepresentation, breach of your statutory rights in relation to the products, including under the Consumer Rights Act 2015, and liability under the Consumer Protection Act 1987. Subject to the above, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract was made, both you and we knew it might happen. Products sold by us are supplied for personal use. If you use our products for any commercial, business or resale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity. Nothing in this clause affects your statutory rights as a consumer.

16.3. Events outside of our control. We will not be responsible for any delay or failure to perform our obligations under these Terms where this is caused by events outside our reasonable control. These may include, for example, severe weather, natural disasters, industrial disputes, interruptions to transport or courier services, acts of government, epidemics, pandemics, or failures of telecommunications or utility services. Where such an event affects your order, we will take reasonable steps to keep you informed and will perform our obligations as soon as reasonably practicable. Nothing in this clause affects your statutory rights where delivery is delayed. Where you have a legal right to end the contract because of a delay, you may do so by contacting our Customer Service Team and we will refund any amounts you have paid for products that you have not received.

16.4. Privacy. How we use any personal data you give to us is set out in our Privacy Notice.

16.5. Intellectual Property. All intellectual property rights in our website, app, branding, logos, product descriptions, text, graphics and other content belong to us or our licensors. Nothing in these Terms gives you any right to use our intellectual property except as necessary to purchase products from us or as otherwise permitted by law.

16.6. Severability. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

16.7. No Waiver. If we do not immediately exercise or enforce any right or remedy available to us under these Terms, this will not prevent us from exercising or enforcing that right or remedy at a later date.

16.8. Entire Agreement. These Terms, together with any policies or additional terms referred to within them, set out the terms applicable to your purchase of products through our website, app or stores.

16.9. Third Party Rights. Except in relation to Marketplace Products as explained in clause 2.4 and the Marketplace Terms and Conditions, these Terms are between you and us. No other person can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.