Returns Policy

Last updated: 14 August 2026

This Returns Policy explains your cancellation, return and refund rights when purchasing from AM Shipping Network Ltd, trading as AM Vibe.

Nothing in this policy limits or excludes your statutory rights under UK consumer law.

1. Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have the right to cancel an online order without giving a reason.

The cancellation period normally ends 14 days after the day on which you, or a person nominated by you other than the courier, receives the goods.

If a single order contains multiple goods delivered on different days, the cancellation period normally ends 14 days after the day on which the final item is received.

To exercise this right, you must clearly tell us that you wish to cancel before the cancellation period expires.

Contact us at sales@amvibe.co.uk or telephone +44 7346 809421. Please include your name, order number and the products you wish to return.

You may use the following wording, although you are not required to:

I hereby give notice that I cancel my contract for the following goods: [products]. Ordered on: [date]. Received on: [date]. Name: [name]. Address: [address]. Order number: [number].

2. Returning goods after cancellation

After notifying us of cancellation, you normally have a further 14 days to send the eligible goods back.

Please do not send a return until you have contacted us and received the appropriate return instructions. Orders may be fulfilled from different facilities, and the registered office is not a customer returns address.

We will provide the appropriate return address and instructions. Returning goods to an unauthorised address may cause delay and additional cost.

3. Handling and condition of returned goods

You may inspect and handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you could inspect them in a physical shop.

Where possible, eligible returned goods should be:

• complete and securely packaged;
• returned with their original packaging, accessories and documentation;
• free from avoidable damage; and
• accompanied by the order number or other proof of purchase.

Where handling goes beyond what is reasonably necessary and diminishes the value of the goods, we may make an appropriate deduction from the refund where the law permits.

This section does not override the specific health and hygiene exception described below.

4. Sealed health and hygiene products

The statutory cancellation right does not apply to sealed goods that are not suitable for return for health-protection or hygiene reasons after their seal has been broken.

This may include sealed food supplements, protein powders, drinks, food products and similar consumable goods once the relevant safety or hygiene seal has been opened or broken.

Please inspect the external packaging carefully before opening a product.

This exception does not affect your rights where a product is faulty, damaged, unsafe, incorrectly supplied, misdescribed or otherwise does not conform to the contract.

5. Other cancellation exceptions

Cancellation rights may also not apply to other goods excluded by law, including:

• goods made to your specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly; and
• goods that become inseparably mixed with other items after delivery.

We will rely on an exception only where it is legally applicable.

6. How to request a return

Email sales@amvibe.co.uk and provide:

• your name and order number;
• the product you wish to return;
• whether you are cancelling because you changed your mind or because there is a problem with the product;
• a description of any fault, damage or error; and
• photographs where the product is damaged, faulty or incorrectly supplied, where reasonably possible.

We will respond with the applicable return instructions and return address.

7. Change-of-mind return costs

If you return eligible goods because you changed your mind, you are responsible for the direct cost of returning them unless we agree otherwise or the law requires us to pay that cost.

We recommend using an appropriately insured, tracked delivery service and retaining proof of postage. You are responsible for taking reasonable care of the goods and packaging them securely for the return journey.

8. Faulty, damaged, unsafe, incorrect or misdescribed goods

Goods supplied by AM Vibe must be of satisfactory quality, fit for purpose and as described, subject to applicable UK consumer law.

If a product arrives faulty, damaged, unsafe, incorrectly supplied or materially different from its description, contact us as soon as reasonably possible.

Where reasonably possible, provide:

• your order number;
• clear photographs of the affected product;
• photographs showing the damage, fault or incorrect item;
• photographs of the outer parcel and internal packaging;
• the batch number; and
• the expiry or best-before date

Photographs and supporting information help us investigate but do not remove or restrict your statutory rights.

Please retain the product and all packaging while we investigate. Do not dispose of them unless keeping the product would be unsafe or we confirm that disposal is appropriate.

If you believe a product may be unsafe, stop using it and contact us promptly.

9. Remedies for goods that do not conform

Where goods are faulty, damaged, incorrect, misdescribed or otherwise do not conform to the contract, your statutory remedies may include:

• the short-term right to reject certain goods within 30 days;
• repair or replacement;
• a price reduction; or
• a full or partial refund.

The remedy available depends on the circumstances, the nature of the product, the time since delivery and applicable UK consumer law.

AM Vibe will cover reasonable return costs where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to the contract.

Your rights against AM Vibe do not depend on whether a courier, supplier or fulfilment provider reimburses us.

10. Lost or undelivered orders

AM Vibe remains responsible for goods until they are delivered into your physical possession or to a person you have identified to receive them.

If tracking shows a delivery problem or your order has not arrived within the expected period, contact sales@amvibe.co.uk. We will investigate with the courier and provide an appropriate resolution in accordance with UK consumer law.

You should not need to contact our fulfilment provider directly.

11. Refunds for cancelled orders

For an eligible cancellation of the entire order, we will refund:

• the price paid for the returned goods; and
• the cost of the least expensive standard delivery option offered for the order, where an outbound delivery charge was paid

If you selected an enhanced or premium delivery service, the additional amount above the least expensive standard delivery charge is not normally refundable.

If you return only part of an order, the original outbound delivery charge is not normally refundable unless required by law.

12. Refund timescales

We will issue an eligible cancellation refund without undue delay and normally no later than 14 days after:

• the day we receive the returned goods; or
• the day you provide satisfactory evidence that the goods have been sent back,

whichever occurs first.

Where no goods were supplied, or no return is required, we will issue the refund within the applicable statutory period after being informed of the cancellation.

We may withhold a change-of-mind refund until we receive the goods or satisfactory evidence that they have been returned, where the law permits.

Refunds are made using the original payment method unless you expressly agree otherwise. Your bank or payment provider may require additional processing time before the refunded amount appears in your account.

There is no restocking fee for an eligible consumer return.

13. Exchanges

We do not normally process direct exchanges.

If you require a different product, return the eligible item in accordance with this policy and place a new order. This does not restrict any statutory right to a replacement where goods are faulty or do not conform to the contract.

14. Products purchased elsewhere

We can process returns and refunds only for products purchased directly from AM Vibe through amvibe.co.uk.

If you purchased a product from another retailer, marketplace or website, please contact the retailer shown on your proof of purchase.

15. Contact and company information

AM Shipping Network Ltd, trading as AM Vibe
Registered in England and Wales
Company number: 17030955
Registered office: 66 Paul Street, London, EC2A 4NA, United Kingdom
VAT number: GB513533518
ICO registration number: ZC183993
Email: sales@amvibe.co.uk
Telephone: +44 7346 809421
Website: https://amvibe.co.uk

Important: The registered office shown above is an administrative address and is not a retail shop or customer returns counter. Contact us before sending any return so that we can provide the correct return address.