Refund policy
Last Updated: March 12, 2026
Vitavia™ is committed to providing a fair, transparent, and safe return process. By purchasing from Vitavia™, you agree to the terms below.
1. Return Window & Eligibility
You may request a return within 30 days of the carrier-confirmed delivery date. To qualify, items must:
- Be unopened, unused, and in their original packaging
- Have intact factory seals (where applicable)
- Include the order number or proof of purchase
- Be in resalable condition
Opened, used, or damaged products cannot be returned under this standard return policy. However, opened products may be eligible for a refund under our Money-Back Guarantee (see Section 14).
2. Required Photo Evidence
Return requests must include clear photos of:
- Unopened product(s) in original packaging
- Intact factory seals (where applicable)
- Outer shipping carton
- Inner protective packaging
- Any visible damage, leakage, defects, or packaging irregularities
Requests without sufficient evidence may be delayed or denied. Photo evidence requirements do not apply to Money-Back Guarantee claims (see Section 14).
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us as soon as possible at support@livevitavia.com.
Claim deadlines:
- U.S. orders: within 7 days of carrier-confirmed delivery
- International orders: within 14 days of carrier-confirmed delivery
Please include photos of: the outer carton, inner packaging, affected item, and visible damage or defect.
Once verified, Vitavia will issue a replacement or refund. For U.S. orders, a prepaid return shipping label will be provided at no cost to you. For international orders, return shipping arrangements will be coordinated on a case-by-case basis.
Claims submitted after the applicable deadline may be harder to validate.
4. Non-Returnable / Final-Sale Items
The following items cannot be returned under the standard return policy:
- Opened or used products (may be eligible under the Money-Back Guarantee — see Section 14)
- Items with missing or broken factory seals
- Products not in resalable condition
- Final-sale or clearance items
- Digital products or gift cards
- Any product marked "non-returnable" at the time of purchase
5. How to Start a Return (RMA Required)
Send an email to support@livevitavia.com containing:
- Your full name
- Your order number
- The reason for return
- Required photo evidence
If approved, you will receive a Return Merchandise Authorization (RMA) number and shipping instructions.
U.S. Returns Processing Address (authorized returns only):
Vitavia™ — Returns Department
10624 S Eastern Ave Ste A-348
Henderson, NV 89052
Do not send returns to this address without a valid RMA. This address is used only for authorized U.S. returns processing and is not a retail location or general business address. Returns without an RMA or sent to an incorrect address may be refused. Return shipping fees may be deducted unless Vitavia is at fault.
International Returns: If your return is approved, specific return shipping instructions and address details will be provided with your RMA. International return shipping costs are the responsibility of the customer unless Vitavia is at fault (e.g., defective, damaged, or incorrect item).
6. Refund Processing
Refunds are issued after the returned products are received and inspected. For Money-Back Guarantee claims where no return is required, refunds are processed once the claim is approved.
U.S. Orders:
- Processing time: 5–10 business days after receipt or approval
- Bank posting time: varies by institution
- Contact us if more than 15 business days pass after approval
International Orders:
- Processing time: 10–15 business days after receipt or approval
- Bank posting time: varies by institution and country
- Contact us if more than 20 business days pass after approval
Possible Deductions:
- Original shipping fees
- Return label cost (U.S.) or return shipping cost (international)
- Restocking fee up to 15% for refused, undeliverable, or unclaimed packages
7. Lost, Stolen, or Unlocatable Packages
If a package is marked as delivered but cannot be located, replacement or refund eligibility will depend on the carrier's investigation and findings. If your package appears missing:
- File a claim with the carrier
- U.S. orders: contact us within 7 days
- International orders: contact us within 14 days
8. Incorrect Address, Refused, or Undeliverable Packages
Customers are responsible for reviewing their shipping details before placing an order. If an order is returned due to an address issue, refusal, or failure to collect, reshipment or refund options may be available subject to applicable fees:
- Reshipment (additional shipping fee applies), or
- Refund minus original shipping and up to a 15% restocking fee
9. Shipping & Delivery Scope
U.S. Orders: Vitavia ships to all 50 U.S. states. Shipping costs and estimated delivery times are displayed at checkout.
International Orders: Vitavia ships to select international destinations. International customers are responsible for:
- All customs duties, import taxes, and brokerage fees applicable in the destination country
- Compliance with local import regulations for the products ordered
- Any additional fees charged by the carrier or customs authority upon delivery
Vitavia is not responsible for delays caused by customs processing. Orders refused or abandoned at customs are not eligible for free return shipping, and refunds will be subject to applicable deductions as outlined in Section 6.
10. Bundles, Promotions & Free Gifts
To qualify for a full refund under the standard return policy, all bundle items must be returned unopened and any promotional or free gifts must also be returned.
If only part of a bundle is returned, refunds may be prorated based on individual item values.
For Money-Back Guarantee claims on bundled products, the guarantee applies to the purchase price of the bundle as a whole, and all items in the bundle must be included in the claim.
11. Subscription Orders
Subscription renewals that have already been billed cannot be refunded, as processing begins immediately after billing.
You may cancel or modify your subscription at any time, at least 72 hours before your next scheduled billing date, by contacting customer support or using your account (where available).
By enrolling in a subscription, you explicitly agree to these recurring billing terms. Opened subscription items are not eligible for return unless verified as defective. The Money-Back Guarantee applies only to first-time purchases and does not apply to subscription renewal orders.
12. Product Condition & Handling Disclaimer
Refunds under the standard return policy may be denied if:
- Items were improperly stored or handled after delivery
- Seals show evidence of tampering or prior opening
- Products show signs of use
- Damage resulted from customer handling or misuse
Vitavia is not responsible for product degradation or damage caused by improper storage, misuse, or failure to follow product directions.
13. Chargeback & Fraud Prevention
We encourage customers to contact our support team before initiating a chargeback so we can review and attempt to resolve the issue directly. We reserve the right to investigate suspected abuse, fraudulent claims, or repeated misuse of our return, refund, and guarantee processes.
- Vitavia may deny returns, guarantee claims, or restrict service in cases of excessive or abusive refund requests.
- Misuse of discount codes, promotions, or offers may result in refusal of future refunds.
Vitavia complies with applicable consumer protection regulations.
14. Money-Back Guarantee
Vitavia offers a Money-Back Guarantee on select products. The guarantee period (30 days or 60 days from the carrier-confirmed delivery date) is specified on each product page at the time of purchase.
If you are not satisfied with a product covered by this guarantee, contact us at support@livevitavia.com within the applicable guarantee period. Include your full name, order number, and a brief description of why you were not satisfied.
Guarantee terms:
- No return is required — you may keep the product
- Refund is issued for the product purchase price only; original shipping fees are not refunded
- Limited to one guarantee claim per product per customer
- Applies to first-time purchases only and does not apply to subscription renewal orders
- All items in a bundle must be included in a single claim to qualify
- Products marked as final-sale, clearance, or non-returnable are excluded
The Money-Back Guarantee is separate from the standard return policy (Sections 1–5). Vitavia reserves the right to deny guarantee claims in cases of suspected abuse, excessive claims, or fraud. This guarantee does not override any applicable consumer protection rights.
15. Shipping Delays & Force Majeure
Vitavia is not liable for delivery delays caused by events outside of our control, including but not limited to carrier delays, weather events, natural disasters, customs processing, or postal strikes.
Estimated delivery dates provided at checkout are not guaranteed, and third-party delays do not qualify for immediate refunds.
16. Limitation of Liability
To the maximum extent permitted by applicable law, in no event shall Vitavia's liability for any claim arising out of or related to our products, returns, refunds, or guarantees exceed the actual amount paid by you for the specific product(s) in dispute.
17. Governing Law & Dispute Resolution
This Return and Refund Policy shall be governed by and construed in accordance with the laws of the Province of Alberta, Canada, without regard to its conflict of law provisions. Vitavia's principal place of business is located in Alberta, Canada.
Any dispute or claim relating in any way to your purchase or use of Vitavia products, regardless of the country from which the order was placed, will be resolved by binding individual arbitration, rather than in court. You and Vitavia agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action. The arbitration and class action waiver provisions set forth in our Terms of Service are incorporated herein by reference and apply to all disputes arising under this policy.
Nothing in this section limits any consumer protection rights that cannot be waived or limited under the laws of your jurisdiction of residence.
18. Severability
If any provision of this Return and Refund Policy is determined to be unlawful, void, or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these terms. Such determination shall not affect the validity and enforceability of any other remaining provisions.
19. Policy Modifications
Vitavia reserves the right to update, change, or replace any part of this Return and Refund Policy at any time. Material changes will be communicated via our website. The updated policy will be effective upon posting to our website. It is the customer's responsibility to review this policy periodically.
20. Contact Information
✉ support@livevitavia.com
🌐 www.livevitavia.com
© 2026 Vitavia™. All rights reserved.