Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

The product being returned can be used (to see whether it works for your specific condition, or not), but with no visible damage, (scratches, marks, etc.), and with its original packaging that it arrived in.

For any return questions, you can always contact us at info@tryvitavix.com, and we will respond within 12 hours.

Once we receive an item we will inspect it within 2 business days for any damages then we will refund the said amount owed if the item is in perfect condition.

Please ensure when returning your package that there is a paper inside that contains your order number and email that was associated with the order placed with us. 

Return Shipping

We are a company that delivers internationally free of charge, when it comes to returns we will not be taking responsibility for payment of shipping labels. If a customer wishes to return their order, they are responsible for producing and paying for the shipping label. We will only be required to provide the address for the return and will not be paying any extra charges.

The customer is required to ensure that the return is delivered successfully. This would mean that it is recommended that tracking is paid for as we are not responsible for any lost packages. If the return is lost in transit we will not be issuing a refund as the order was never returned to us. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, or damaged, or if you received the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders, bulk orders, or personalized items). Please get in touch if you have questions or concerns about your item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Dispatched Orders

Please note that all our orders are dispatched immediately, and in some cases, after dispatch, an order may be held by the shipping company until we provide them with additional customer information. This may be necessary due to shipping regulations in the customer's country.

When an order is placed, we may require further details from the customer and if they refuse to provide them, delivery will not be possible. If the customer requests a refund under these circumstances, and their order has already been dispatched to the shipping company but is currently on hold, we regretfully cannot refund the full cost of the product.

In such cases, we will deduct the shipping fees that we incurred to send the order from our warehouse. While we usually cover shipping costs for customers, if a customer refuses to provide the requested information (thus preventing delivery), they become responsible for the shipping fees at that point. These fees will be deducted from their refund.

Cancelled Orders

Please be aware that if a customer places an order and subsequently decides to cancel it, they are not guaranteed a refund. This is due to the possibility that we may have already shipped the order. In cases where the order has been shipped, the customer will need to wait until they receive the order and then initiate a return process to be eligible for a refund.

Failed Deliveries 

Please verify the shipping address you entered when placing your order. If the address is incorrect and a replacement must be sent, a replacement fee will be charged. Or, if your package was delivered but not picked up, a replacement fee will be charged. If a package is lost in transit your situation will be escalated to the shipping company and we will await their response, they will be the ones who are able to provide a replacement/refund. This is due to the fact we do not carry out the deliveries and are not held liable for any issues caused by delivery problems. The shipping company is allowed to either reject or accept your request for a refund/replacement. The situation will purely depend on their policy and not ours.

If the shipping company attempts delivery and you do not attempt to coordinate with us/them successfully to receive the package we will not be held responsible to issue you a refund, the customer will be held fully liable for this situation. It is your responsibility to ensure that your address can have the package delivered and that you provide the correct details. 

In the case that a customer changes their address, we can not guarantee that this will process through meaning delivery will be attempted to any address on the system under your name and if you are not present we will not be held liable. We will not be required to issue you a refund if this is to occur. We will try our best to resolve the situation but we will not be held accountable.

Please ensure your details are correct when checking out and we do not recommend that you input temporary addresses as we will not be held liable if you move from the said address and the package is delivered. We can not be held responsible for any delays in shipments as we do not ship the packages ourselves therefore you will not be issued a refund in this circumstance. 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take up to 7 business days for your bank or credit card company to process and post the refund too. Due to security reasons, we are only able to refund the card that was used at checkout.

Cancellation Policy

Once an order has been placed and payment has been processed, the customer has the right to cancel their order at any time prior to shipment. In order to cancel an order, the customer must contact us as soon as possible through our customer service channels.

If the cancellation request is received before the order has been shipped, we will process the cancellation and issue a full refund to the customer. However, if the order has already been shipped, the customer will need to return the product to us in accordance with our return policy.

We do recommend requesting any changes or cancellation within 24 hours after you placed the order.

Please note that any expedited shipping fees or other surcharges will not be refunded in the case of a cancellation.

If you have any questions about our cancellation policy, please do not hesitate to contact us.