Refund policy
60-Day Return Policy (Unopened Products Only)
We offer a 60-day return policy for items that are unopened and unused. You have 60 days after receiving your item to request a return, provided the product is in its original, sealed condition.
To qualify for a return, the following conditions must be met:
- Condition: The item must be in the exact same condition as when you received it - unused and sealed, with no signs of wear or tampering.
- Tags and Packaging: All original tags must be attached, and the product must be returned in its original, undamaged packaging, including any branded boxes, pouches, or protective materials.
- Proof of Purchase: A valid receipt or proof of purchase is required, such as an order confirmation email or invoice.
Opened or used VitalGrow products cannot be returned due to hygiene and safety reasons.
60-Day Satisfaction Guarantee (Opened Products)
If you have opened and used VitalGrow products and are not satisfied with the results, we still want you to feel supported. Our 60-Day Satisfaction Guarantee requires no physical return.
To qualify:
- You must have used the product consistently as instructed for at least 14 days.
- The request must be submitted within 60 days of delivery.
- This guarantee is valid on your first order only and is limited to one refund per household.
- Refunds are not issued for taste or subjective preference concerns, as these are not reflective of product quality or effectiveness.
- A brief explanation or feedback may be requested to help us improve our service.
To request a refund under this guarantee, please use our Contact Us page.
Order Cancellations
Orders can be cancelled within 1 hour of being placed. After this window, orders automatically enter our fulfillment queue and cannot be cancelled, as processing and shipment begin immediately.
If an order cannot be cancelled because it has already entered processing or shipment, you remain eligible to return the products once delivered, provided all return conditions above are met.
Packaging Updates
VitalGrow may update its packaging, label design, colors, or product presentation from time to time. As a result, the packaging you receive may differ from the images displayed on our website.
Packaging variations alone do not qualify for a return, replacement, or refund.
Shipping Fees
All shipping fees are paid directly to our shipping and fulfillment partners and are therefore non-refundable.
If a package is refused at delivery, a restocking and handling fee of 15% of the total order value will be deducted from any refund issued. This applies regardless of whether the original order qualified for free shipping, as shipping and handling costs are incurred at the time of dispatch and cannot be recovered once a delivery attempt has been made.
By placing an order with VitalGrow, you acknowledge and agree to this policy. If you have any concerns about your delivery, please use our Contact Us page before refusing a package, as we are happy to assist with any issues.
Lost or Undelivered Packages
If your package does not arrive within the estimated delivery timeframe, first check its latest status on our Track Your Order page. If it remains overdue, contact us through our Contact Us page to initiate a carrier investigation. Refund or replacement eligibility for lost packages is determined following completion of the carrier investigation and is subject to the 60-day window from the confirmed or estimated delivery date. We are not responsible for packages lost due to incorrect shipping information provided by the customer.
Damages & Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right. Reach us through our Contact Us page.
Chargebacks & Payment Disputes
If a chargeback or payment dispute is active, a refund cannot be issued until the dispute is closed. We encourage all customers to contact us directly through our Contact Us page to resolve any concerns before involving their bank. This allows us to process refunds much faster and avoid unnecessary delays.
Subscriptions & Recurring Orders
Subscription Refund Eligibility
If your order includes a subscription, the 60-day money-back guarantee applies only to your first shipment. It is the customer's responsibility to manage or cancel the subscription within the 60-day guarantee period. Subscription renewals that occur after this window are not eligible for refunds.
Failure to cancel prior to a renewal billing date does not constitute grounds for a refund. Customers are responsible for managing, modifying, or cancelling their subscription before renewal.
Automatic Renewal
Your subscription will automatically renew unless cancelled. You will be charged through your selected payment method every 30 days, or according to your selected delivery schedule. By submitting your initial subscription order, you agree to the automatic renewal and this subscription policy.
Cancellation
You may cancel your subscription at any time. To avoid a recurring charge, you must cancel at least 24 hours before your next scheduled billing date. You can cancel through your account portal or contact us through our Contact Us page. Cancellations take effect at the end of the current billing period. No refunds will be issued for renewal charges that have already been processed at the time of cancellation.
Billing Information
You must provide current, complete, and accurate billing information. You are responsible for promptly updating your information to keep your account current. Changes can be made through your account portal or our Contact Us page.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including perishable goods, custom or personalized products, personal care goods, hazardous materials, flammable liquids or gases, sale items, and gift cards. Please contact us if you have questions about your specific item.
Exchanges
The fastest way to 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.
Refund Processing
We will notify you once we have received and inspected your return and let you know whether the refund was approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us through our Contact Us page.
To start a return or ask any questions, use our Contact Us page. Items sent back without first requesting a return will not be accepted. We appreciate your understanding and thank you for your support.