Refund & Returns Policy

Norwell Nutrition Ltd ("we", "us") wants you to be confident in every purchase. This Refund and Returns Policy sets out your rights and our procedures for returns, cancellations and refunds in relation to Alpha Drive and any other products purchased through vitalaoshoulder.world.

1. Your Statutory Right to Cancel (14 Days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days of the day on which you receive your goods (the "cooling-off period"), without giving any reason.

To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g. a letter sent by post, or an email) to:

Norwell Nutrition Ltd
12 Whitfield Street, London, W1T 2RH
Email: info@vitalaoshoulder.world

You may use the model cancellation form below, but it is not obligatory.

2. Model Cancellation Form

3. Returning Goods

If you cancel your order, you must return the goods to us without undue delay and no later than 14 calendar days after the day on which you communicated your decision to cancel. You are responsible for the cost of returning the goods unless the item is faulty or incorrectly described.

Please return goods in their original or equivalent packaging to:

Norwell Nutrition Returns
12 Whitfield Street
London, W1T 2RH

We recommend using a tracked postal service, as we cannot be held responsible for goods lost in transit.

4. Condition of Returned Goods

Returned goods must be in a re-saleable condition (unopened, undamaged, with seals intact) unless the item is defective. We reserve the right to make a deduction from the refund for any diminishment in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

For hygiene and food safety reasons, we are unable to accept returns of products that have been opened and used, unless the product is defective.

5. Refunds

Once we receive and inspect your returned goods, we will notify you by email. If your return is approved, we will process a refund of the purchase price (and standard delivery costs, where applicable) within 14 calendar days of receiving your cancellation notice or, if later, within 14 days of receiving the returned goods or evidence of return dispatch.

Refunds are issued via the original payment method. We do not charge any fee for the refund itself.

6. Faulty or Incorrect Goods

If you receive a product that is faulty, damaged or not as described, please contact us within 30 days of receipt at info@vitalaoshoulder.world with your order reference and a description of the issue. We will arrange a free return and provide a full refund or replacement at no additional cost to you. Your statutory rights under the Consumer Rights Act 2015 are not affected.

7. Exceptions

The 14-day cancellation right does not apply to:

• Goods that have been opened and are not suitable for return due to health protection or hygiene reasons (e.g. an unsealed supplement bottle that has been used).
• Personalised or custom-made goods.

8. Delivery Costs on Returns

We will reimburse standard outbound delivery costs where a full order is returned under the 14-day cancellation right. We will not reimburse premium or express delivery charges selected at checkout beyond the standard delivery cost. Return postage is at your expense unless the item is faulty.

9. Contact for Returns

For all returns and refund enquiries:
Email: info@vitalaoshoulder.world
Tel: +44 20 3948 1120 (Mon-Fri, 09:00-17:00 GMT)
Post: Norwell Nutrition Ltd, 12 Whitfield Street, London, W1T 2RH