Refund policy
Returns and Refunds Policy – Vitalis Nature
At Vitalis Nature, we are committed to our customers' satisfaction. If for any reason you are not satisfied with your purchase, below you will find the conditions and procedures to request a return or refund.
1. Return Request Timeframe
The customer has a period of 7 business days from the receipt of the product to request a return. After this period, no requests will be accepted, except in cases of defective or damaged products (see section 5).
2. Product Conditions for Accepting a Return
For a return to be accepted, the product must meet the following conditions:
- Be in perfect condition, with no signs of use.
- Retain its original packaging, tags, seals, and accessories.
- Be accompanied by proof of purchase (receipt, invoice, or order number).
- Not be a product excluded from returns (see section 3).
Vitalis Nature reserves the right to reject the return if the product does not meet these conditions after the corresponding evaluation.
3. Products Not Eligible for Return
For reasons of hygiene, safety, and the nature of the product, returns are not accepted in the following cases:
- Products that have been opened, used, or handled, unless they have manufacturing defects.
- Personal care products, cosmetics, or consumables with a broken safety seal.
- Products purchased on promotion, clearance, or final sale.
- Personalized or custom-made products.
4. Procedure to Request a Return
To initiate the process, the customer must follow these steps:
- Send an email to 📧 vitalisnature.usa@gmail.com with the subject "Return Request," indicating:
- Full name
- Order number
- Reason for the return
- Photographs of the product (if applicable due to damage or defect)
- Our team will evaluate the request and respond within a maximum of 3 business days.
- Once the request is approved, instructions will be coordinated for the return shipment or product pickup.
5. Damaged, Defective, or Incorrect Products
If upon receiving your order you notice that the product is damaged, defective, or does not match what was ordered, you must contact us within 48 hours of receipt, attaching photographs of the product and packaging.
In these cases, Vitalis Nature will cover the return shipping costs and offer one of the following options:
- Replacement of the product with an identical one.
- Shipment of an equivalent product of equal value.
- Full refund of the amount paid.
6. Shipping Costs for Returns
- If the return is due to an error by Vitalis Nature (damaged, defective, or incorrect product), the company will cover the return shipping costs.
- If the return is due to the customer's voluntary withdrawal, the return shipping costs will be borne by the customer, in addition to the administrative charge established in the Terms and Conditions (5% of the total amount).
7. Refund Timeframes
Once the returned product has been received and validated, the refund will be processed according to the payment method used:
- Credit or debit cards: the chargeback may take up to 25 business days, depending on the policies of the issuing bank.
- Other payment methods: the timeframe will be communicated to the customer based on the payment gateway used.
Vitalis Nature is not responsible for delays attributable to the banking entity or payment processor.
8. Product Exchanges
Product exchanges are accepted within the same 7 business day period, provided that the product meets the conditions in section 2 and the requested product is in stock. If the new product has a higher price, the customer must pay the difference; if it has a lower price, a refund will be issued for the difference.
9. Order Cancellation
The customer may request the cancellation of an order before it has been shipped. Once dispatched, cancellation will no longer be possible, and the return procedure described in this policy must be followed.
10. Contact
For any inquiries related to returns or refunds, you can write to us at: 📧 vitalisnature.usa@gmail.com
Our team will be happy to assist you.