Refund policy
Last updated: June 28, 2026
This Return and Refund Policy applies to purchases made on vitalisnad.com from Vitalis.
Please read this policy carefully before placing an order. By purchasing from our website,
you agree to the terms below.
This policy is designed to be clear and transparent for customers, including customers who
purchase through a one-time order or through an autoship/subscription option. If you have
any questions before ordering, please contact us at support@vitalisnad.com.
Important: Because Vitalis sells dietary supplement products, returns are handled carefully
for safety, hygiene, quality-control, and product-integrity reasons. We cannot accept returns
of products that have been opened, used, tampered with, or are no longer in their original
sealed condition, unless required by applicable law.
1. Return Window
You may request a return within 30 days of the delivery date shown by the carrier tracking
information. To be eligible for a return, your item must be unused, unopened, in the same
condition that you received it, and in its original packaging with all seals, safety wraps,
labels, and protective materials intact.
Return requests made after 30 days from delivery may be declined, unless otherwise
required by applicable law.
2. Return Eligibility
To help avoid confusion, the table below explains what may and may not be eligible for
return.
Item or situation
Unopened supplement bottles with the
safety seal fully intact
Opened, used, partially used, or empty
bottles
Products with broken, removed,
damaged, or tampered safety seals
Products not purchased directly from
vitalisnad.com
Free gifts, bonus items, samples, guides,
or promotional items
Final sale, clearance, or discontinued
items marked as final sale
Return eligibility
Eligible within 30 days of delivery
Not eligible for return or refund
Not eligible for return or refund
Not eligible under this policy
Not eligible for cash refund and must be
returned if part of a refunded bundle
Not eligible for return or refund, unless
required by law
Damaged, defective, missing, or incorrect
items
Eligible for review if reported within the
required timeframe
We reserve the right to refuse returns that do not meet these conditions, including products
that are returned without prior authorization, products returned to the wrong address, or
products that arrive opened, used, damaged, or incomplete.
3. How to Start a Return
To start a return, contact us at support@vitalisnad.com before sending anything back.
Please include your order number, the email address used at checkout, the item or bundle
you want to return, the reason for the return, and clear photos if the item arrived damaged,
defective, incorrect, or incomplete.
If your return is approved, we will provide return instructions and, when applicable, a return
authorization. Please do not send products back without contacting us first. Items sent back
without prior authorization may not be accepted or refunded.
Returns must be shipped to the return address provided by our customer support team. Do
not send returns to the address printed on the shipping label, the manufacturer, or any
warehouse address unless our support team specifically instructs you to do so.
4. Return Shipping Costs
Unless the return is due to our error, such as an incorrect item, missing item, or item that
arrived damaged or defective, the customer is responsible for return shipping costs. Original
shipping charges, shipping protection fees, priority processing fees, and handling fees are
non-refundable unless otherwise required by applicable law.
If your return is approved because we made an error or because the item arrived damaged
or defective, we may provide a prepaid return label, replacement, store credit, or refund
depending on the situation and available inventory.
We recommend using a trackable shipping method when returning an item. Vitalis is not
responsible for return packages that are lost, delayed, damaged, misdelivered, or sent to the
wrong address by the customer or carrier.
5. Inspection and Refund Timing
Once we receive your approved return, we will inspect the item to confirm that it meets the
eligibility requirements in this policy. If the return is approved after inspection, we will issue a
refund to the original payment method used at checkout.
Refunds are typically processed within 5 to 10 business days after the approved return is
received and inspected. After we issue the refund, your bank, credit card company, PayPal,
Shop Pay, or other payment provider may require additional time to post the funds to your
account.
If more than 15 business days have passed since we confirmed that your refund was issued,
please contact your payment provider first. If you still need help, contact us at
support@vitalisnad.com.
6. Refund Amounts for Bundles, Discounts, and Promotions
If you purchased a bundle, multi-bottle offer, subscription offer, discounted order, or
promotional offer, any approved refund will be calculated based on the actual amount paid
after discounts, promotions, rewards, gift cards, or store credits were applied.
For bundle offers such as Buy 2 Get 1 Free or Buy 3 Get 2 Free, the full bundle must
generally be returned unopened and complete to qualify for a refund. If a free item, bonus
item, or promotional gift was included with your purchase, that item must also be returned
unused and in its original condition if we request it. If the promotional item is not returned, we
may deduct its stated retail value or replacement cost from the refund, where permitted by
law.
Partial returns of bundles may be declined or may result in the order being recalculated at
the non-promotional price of the items kept by the customer. This prevents promotional
discounts from being applied to orders that no longer meet the promotion requirements.
7. Subscription Refunds and Minimum Commitment Period
All subscriptions are subject to a minimum commitment period of one (1) billing cycle from
the date of the initial order, as described in our Purchase Options Cancellation Policy and
Terms of Service.
If a refund is requested for a subscription order placed during the minimum commitment
period, the refund amount will be adjusted to reflect the full non-subscription price of the
product. The subscription discount applied at checkout will be reclaimed and deducted from
any refund issued, as that discount was granted in consideration of the minimum
commitment period.
A refund of a subscription order does not constitute cancellation of the subscription. To stop
future recurring charges, the subscription must be cancelled separately through the
subscription management portal or by contacting us at support@vitalisnad.com.
Refund requests based solely on a desire to cancel a subscription during the minimum
commitment period, without a qualifying product defect, damage, or error on our part, will be
evaluated under the standard return eligibility rules above and may be declined if the product
has been opened, used, or does not otherwise meet return eligibility requirements.
8. Damaged, Defective, Missing, or Incorrect Items
Please inspect your order as soon as it is delivered. If your order arrives damaged,
defective, missing items, or contains the wrong item, contact us at support@vitalisnad.com
within 7 days of delivery.
Your message should include your order number, a description of the issue, clear photos of
the product, packaging, shipping label, and any damage, and any other information
requested by our support team. We may need this information to verify the issue with the
carrier or fulfillment center.
If the issue is approved after review, we may offer a replacement, reshipment, store credit, or
refund depending on the situation. We may require the item and packaging to be returned or
preserved for carrier inspection.
9. Lost Packages, Tracking Issues, and Delivery Claims
If tracking shows that your order is still in transit, delayed, or temporarily without movement,
please allow the carrier reasonable time to complete delivery. Shipping delays caused by
carriers, weather, customs, address issues, or other events outside our control do not
automatically qualify for a refund.
If tracking shows that your order was delivered but you did not receive it, please first check
your mailbox, parcel locker, front desk, building reception, neighbors, household members,
and local carrier office. If you still cannot locate the package, contact us at
support@vitalisnad.com within 7 days of the marked delivery date so we can review the
situation.
Vitalis is not responsible for packages that are confirmed as delivered to the address entered
at checkout. However, we will review each case in good faith and may assist with a carrier
claim, replacement, store credit, or other resolution at our discretion and where appropriate.
10. Incorrect Shipping Address, Refused Delivery, and Unclaimed Packages
Customers are responsible for entering a complete and accurate shipping address at
checkout. If an order is delayed, returned, lost, or delivered incorrectly because the customer
entered an incorrect or incomplete address, Vitalis is not responsible for the error.
If a package is returned to us because of an incorrect address, refused delivery, failed
delivery attempt, unpaid customs charges, or because it was not claimed, we may offer a
reshipment, store credit, or refund after the package is received back and inspected. Any
refund may exclude original shipping costs, return shipping costs, carrier fees, handling
costs, and any non-refundable charges, unless otherwise required by law.
If a returned package contains supplement products that are opened, damaged, exposed to
unsuitable conditions, or no longer eligible for resale due to safety or quality-control reasons,
the order may not qualify for a refund.
11. Order Cancellations Before Shipment
If you need to cancel or change an order, contact us as soon as possible at
support@vitalisnad.com. We will do our best to help, but we cannot guarantee changes or
cancellations after an order has been placed.
Orders may be processed quickly by our fulfillment system. Once an order has been
processed, packed, shipped, or handed to the carrier, it cannot be cancelled. In that case,
the order will be handled under the return rules in this policy after delivery.
12. Subscription, Autoship, and Recurring Orders
If you purchase through an autoship or subscription option, your subscription will renew
according to the billing frequency and terms shown at checkout. All subscriptions are subject
to a minimum commitment period of one (1) billing cycle from the date of the initial order.
Cancellation requests submitted during this minimum commitment period will not be
processed until the first renewal has been completed.
Cancelling a subscription stops future recurring orders; it does not automatically cancel,
reverse, or refund an order that has already been processed, billed, packed, shipped, or
delivered.
To avoid a future subscription charge, you must cancel or modify your subscription before
the next scheduled billing date. You may manage your subscription through the customer
account or subscription management link provided after purchase, or you may contact us at
support@vitalisnad.com for assistance.
If a recurring subscription order has already been processed, packed, shipped, or delivered
before your cancellation request is completed, that order is subject to this Return and
Refund Policy. Eligible unopened products may be returned according to the return rules
above.
A refund of a subscription order does not automatically cancel the subscription unless we
confirm the cancellation in writing or the customer cancels it through the subscription
management portal. If you want to stop future orders, you must cancel the subscription
separately.
13. Exchanges
We do not offer general product exchanges for customer preference reasons. If you received
an incorrect, damaged, defective, or incomplete item, contact us within 7 days of delivery
and we will review the issue for a possible replacement, reshipment, store credit, or refund.
14. Chargebacks and Payment Disputes
If you have a concern about your order, please contact us at support@vitalisnad.com first so
we can review and attempt to resolve the issue. Filing a chargeback or payment dispute may
delay resolution because the matter must then be handled through the payment provider's
dispute process.
We reserve the right to provide order records, tracking information, customer
communications, subscription consent records, checkout records, delivery confirmation, and
policy records to payment providers, card networks, fraud-prevention services, or other
relevant parties as part of a dispute investigation.
15. Abuse, Fraud, and Policy Misuse
We reserve the right to refuse returns, refunds, replacements, credits, or future orders in
cases of suspected fraud, abuse, excessive return activity, policy misuse, false claims,
altered evidence, or attempts to obtain products without payment.
This includes attempts to circumvent the minimum subscription commitment period by
requesting refunds, filing chargebacks, or misrepresenting the condition or receipt of
products.
16. Your Legal Rights
Nothing in this policy is intended to limit any rights that you may have under applicable
consumer protection laws. If applicable law provides you with rights that cannot be excluded,
restricted, or modified, we will honor those rights.
17. Contact Us
For return requests, refund questions, damaged item claims, subscription order questions, or
any other support issue, contact us at:
Vitalis Customer Support
Email: support@vitalisnad.com
Website: https://vitalisnad.com/
Please include your order number whenever you contact us so we can help you faster.