Returns & Exchanges

Fast fixes for returns, refunds, and replacements.

We want every VitaliGrow order to arrive in perfect condition. If something’s off, we’ll make it right—quickly and fairly. This page explains what’s eligible, what isn’t, and exactly how to start a claim. Our policy is guided by our fulfillment partner’s standards.

1) What’s Eligible (and When)

Defective, Damaged, or Misprinted Items

If your item arrives misprinted, damaged, or defective, submit a claim within 30 days of delivery. Approved claims are replaced or refunded at our expense.

Packages Lost in Transit

If your order never arrives, submit a claim within 30 days of the estimated delivery date. We’ll investigate and, if approved, issue a replacement or refund.

2) How to Start a Claim

  1. Email support@vitaligrow.com

  2. Include:

    • Order number

    • A brief description of the issue

    • Clear photos of the product, packaging, and shipping label (if applicable)

  3. Keep all packaging until we confirm next steps.

What happens next? We review your claim and notify you of approval or rejection.

  • Approved replacement: we place a new order and aim to ship within 3 business days.

  • Approved refund: issued to your original payment method; bank posting times vary.

3) Returns & Exchanges We Cannot Accept

Per our fulfillment standards, the following are not eligible for refund/replacement:

  • Wrong Address
    If the address provided is insufficient or incorrect, the shipment returns to our facility. You’ll be responsible for reshipment costs after we confirm an updated address.

  • Unclaimed Packages
    Unclaimed shipments returned to our facility may be reshipped at your expense.

  • Buyer’s Remorse / Change of Mind
    We do not refund or exchange for buyer’s remorse (including size/product changes). If we choose to make an exception, a new order at your expense is required.

  • Rejected by Customs
    If customs returns or rejects a package, no refund is available. The receiver is responsible for any import duties/taxes. Please verify your country’s import rules before ordering.

  • Order Already in Production
    If your order status is “Accepted” and production has begun, it cannot be canceled or refunded.

  • Product Discontinuation / Extended Out-of-Stock
    If a product becomes unavailable, we’ll cancel and refund the product price and applicable taxes. We cannot provide compensation for advertising or other external costs.

  • Uncollected FedEx Deliveries
    If a FedEx shipment is undeliverable due to recipient-related issues (e.g., incorrect/missing info, unreachable phone, refusal/failure to pay duties/taxes), the carrier may abandon or destroy the shipment. In these cases, no refund, reshipment, or replacement is available.

EU 14-Day Cooling-Off: To exercise this right, you must accept delivery of the goods. Refusing delivery does not constitute a valid cancellation and may void your right to a refund.

4) Condition & Safety Notes

  • Opened products can only be replaced/refunded if the issue is a manufacturing defect or damage.

  • Heat-sensitive or perishable items (e.g., certain probiotics) are final sale, except where damaged/defective on arrival.

  • Always follow storage instructions; improper storage can void eligibility.

5) Refund Timing & Method

  • Method: Refunds are sent to your original payment method (unless store credit is requested).
  • Timing: Once processed by us, most banks post funds within 3–10 business days.
  • Not seeing it? First check your card/bank statement. If still missing after 10 business days, contact us and we’ll help track it down.

6) Shipping Costs on Returns

  • Our error (defective/damaged/misprinted/lost): We cover replacement or refund and applicable shipping.

  • Customer error (wrong address, unclaimed, customs refusal): You cover reshipment costs.

7) Prevent Common Delivery Issues

    • Double-check your shipping address and phone number at checkout.

    • Track your package and be available for delivery.

    • For international orders, research local import rules and be prepared to pay duties/taxes.

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