Customers purchasing goods for delivery to the European Union benefit from statutory consumer protection rights under EU law, including a minimum two-year legal guarantee for goods that are faulty, defective or do not conform to their description.
These rights apply in accordance with the consumer protection laws of the relevant EU country and are separate from our standard returns policy.
Your EU Legal Guarantee
Under EU consumer protection law, you may be entitled to a free repair or replacement if a product is faulty, does not match its description or otherwise fails to meet the requirements of your purchase.
Where repair or replacement is not possible or appropriate, you may be entitled to a price reduction or refund, subject to applicable law.
The legal guarantee is not the same as a manufacturer’s commercial warranty or the right to return an unwanted item.
Official EU Legal Guarantee Notice
How to Report a Faulty Product
If you believe a product you have purchased is faulty, damaged or does not conform to its description, please contact our Customer Services team as soon as possible.
Please provide your order number, details of the issue and, where appropriate, photographs of the product.
Our team will review your request and advise you of the next steps in accordance with your statutory rights and the applicable Terms of Sale.
International Orders and Returns
Our international checkout and order processing are managed by Global-e, our international e-commerce partner and Merchant of Record for eligible international orders.
Global-e facilitates international purchases, including payment processing, duties and taxes, and international order transactions.
For standard international returns, please use our International Returns Portal.
If your product is faulty or does not conform to its description, please contact Victoria Health Customer Services so we can advise you on your statutory rights.
For further information about the terms governing international purchases, please refer to the Global-e International Terms of Sale.
Further Information and Translations
The European Commission provides official information about the EU legal guarantee, including the harmonised notice and versions in EU languages.
European Commission – EU Legal Guarantee Notice and GARAN Label
European Commission – Consumer Guarantees and Returns
Official EU Legal Guarantee Notice – Colour PNG/JPG downloads in EU languages
The legal guarantee may differ between EU countries where national legislation provides additional consumer protection. Nothing on this page limits or excludes your statutory consumer rights under applicable law.