Refund policy
At Vitarlo, we are committed to providing high-quality dietary supplements and excellent customer service. We want you to feel confident trying Vitarlo, which is why we offer a 90-Day Money-Back Guarantee on your first order.
Because dietary supplements are consumable wellness products, Vitarlo products cannot be physically returned once delivered. Eligible first-time customers may instead qualify for a refund under our 90-Day Satisfaction Guarantee outlined below.
If you have any questions about your order or eligibility, please contact us at support@vitarlo.com.
NO PHYSICAL RETURNS
Due to health, hygiene, and product safety considerations, Vitarlo supplements cannot be physically returned once delivered.
This applies regardless of whether the product is:
- Opened
- Unopened
- Partially used
- Unused
- Empty
Please do not send products back to us unless specifically instructed by our customer service team in an exceptional situation.
Eligible refunds are handled through the policies below and do not require you to physically return the product.
90-DAY SATISFACTION GUARANTEE
Vitarlo offers a 90-Day Money-Back Guarantee on your first order.
To qualify:
- The request must relate to your first Vitarlo order.
- The request must be submitted within 90 days of delivery
- You must have used the product consistently as instructed for at least 30 days.
- The guarantee is limited to one approved refund per customer and household.
- You must complete our short 8-question Guarantee Experience Questionnaire so we can verify your use of the product and better understand your experience.
Vitarlo recommends using the product consistently for at least 60 days before making a final decision about your experience, as individual results and experiences may vary.
The 60-day period is a recommendation only. The minimum usage requirement for guarantee eligibility is 30 days of consistent use.
No physical return of the product is required for an approved satisfaction-guarantee refund.
The 30-day minimum-use requirement does not apply where a customer stops using the product due to a legitimate health or safety concern. If you experience a suspected adverse reaction or are advised by a healthcare professional to stop using the product, please discontinue use and contact us.
To request a refund under this guarantee, contact us at support@vitarlo.com.
We will first ask you to confirm approximately how long you have been using Vitarlo and how you have been taking it, including how many capsules you take, when you take them, and whether you take them with food or on an empty stomach.
Eligible customers will then be asked to complete our Guarantee Experience Questionnaire before the claim is reviewed.
ORDER CANCELLATIONS
Orders may be cancelled within 3 hours of being placed.
If your cancellation request is submitted within this 3-hour window, we will cancel the order and refund the payment to your original payment method.
The time the cancellation request is submitted determines eligibility, even if our customer service team reads the request later.
After the 3-hour window, we will still do our best to cancel your order. However, cancellation cannot be guaranteed because your order may already have entered the fulfillment process.
Once an order has progressed too far through fulfillment or has been dispatched, it can no longer be cancelled.
To request cancellation, contact us at support@vitarlo.com as soon as possible.
FREE GIFTS AND PROMOTIONAL ITEMS
Free gifts, bonus items, and promotional products have no refundable cash value and are not independently eligible for refunds.
Free promotional items are not eligible for cash refund or exchange.
Limited-time post-purchase offers and heavily discounted add-ons may be final sale unless otherwise stated at the time of purchase.
A free promotional product does not increase the amount eligible for refund under the 90-Day Money-Back Guarantee.
If a promotional item arrives damaged, defective, or incorrect, please contact us and we will review the issue.
SHIPPING FEES
Shipping fees, where applicable, are paid toward shipping and fulfillment services and are generally non-refundable once an order has been dispatched.
If an order qualified for free shipping, no shipping amount will be deducted from an eligible satisfaction-guarantee refund unless otherwise stated or permitted by applicable law.
If a package is refused or intentionally left unclaimed, please contact us. Refund eligibility will be reviewed after the parcel status and any applicable shipping or fulfillment costs have been confirmed.
LOST OR UNDELIVERED PACKAGES
If your package does not arrive within the estimated delivery timeframe, contact us at support@vitarlo.com so we can review the tracking information and, where necessary, initiate an investigation with the carrier or fulfillment partner.
Refund or replacement eligibility for a lost package will be determined after the tracking information and carrier investigation have been reviewed.
If a shipment is confirmed lost, we will normally offer a replacement at no additional cost. If a replacement is unavailable or another resolution is appropriate, a refund may be issued.
We are not responsible for delivery issues caused by materially incorrect or incomplete shipping information provided by the customer.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order upon delivery and contact us as soon as possible if the product is damaged, defective, leaking, or if you received the wrong item.
For the fastest resolution, please notify us within 48 hours of delivery at support@vitarlo.com and provide:
- Your order number
- Clear photos of the issue
- A short description of what happened
If approved, we will normally provide a replacement at no additional cost.
If a replacement is unavailable or another resolution is appropriate, a refund may be issued.
Damaged, defective, or incorrect products do not need to be physically returned unless specifically requested by our customer service team.
These cases are handled separately from the 90-Day Satisfaction Guarantee.
CHARGEBACKS AND PAYMENT DISPUTES
If a chargeback or payment dispute is active, we may be unable to issue a separate refund until the dispute has been closed or resolved.
We encourage customers to contact us directly at support@vitarlo.com before opening a payment dispute so we have an opportunity to resolve the issue quickly.
Issuing a refund while a chargeback is active may result in duplicate reimbursement for the same transaction.
Once the payment dispute has been resolved, any remaining issue can be reviewed where appropriate.
SUBSCRIPTIONS AND RECURRING ORDERS
Subscription Refund Eligibility: The 90-Day Money-Back Guarantee applies only to your first Vitarlo order.
If your first Vitarlo purchase is made through a subscription, the initial shipment is considered your first order and may qualify for the guarantee.
All subsequent subscription renewal orders are considered additional orders and are not covered by the 90-Day Money-Back Guarantee.
The guarantee does not restart with each subscription renewal.
Automatic Renewal: Vitarlo subscriptions automatically renew at the delivery frequency selected when you place your subscription order. Your payment method will automatically be charged for each renewal until the subscription is cancelled.
By purchasing a subscription, you agree to the recurring price, paid product quantity, and delivery frequency shown at checkout.
BOGO and Promotional Subscription Offers: If your initial subscription order includes free products as part of a Buy One Get One, Buy Two Get One, or similar promotional offer, the free promotional products apply to the first order only unless specifically stated otherwise.
Your ongoing subscription is created only for the quantity of products you paid for.
For example, if you purchase a Buy 2 Get 1 Free subscription and select delivery every 2 months, your first shipment will contain 3 bottles. Your future subscription renewals will contain 2 bottles every 2 months, and you will be charged for those 2 bottles at the applicable subscription price.
The free promotional bottle from the initial order does not automatically repeat with future subscription shipments.
Subscription quantities and delivery intervals are designed around the paid quantity selected at checkout and the intended product usage schedule.
Cancellation: You may cancel your subscription at any time to prevent future renewal orders.
Subscriptions can be cancelled through the Manage Subscription page on our website or by contacting us at support@vitarlo.com.
Cancelling your subscription stops future renewal charges but does not automatically cancel a renewal order that has already been charged.
Subscription Renewal Orders: If a subscription renewal has already been charged, the normal 3-hour order cancellation window applies.
If you request cancellation within 3 hours of the renewal charge:
- Your subscription will be cancelled for future renewals.
- The current renewal order will be cancelled.
- The renewal payment will be refunded to your original payment method.
If more than 3 hours have passed since the renewal charge:
- Your subscription can still be cancelled for all future renewals.
- The current renewal order can no longer be cancelled or refunded under our standard policy once it has entered fulfillment.
- The renewal order is not eligible for the 90-Day Money-Back Guarantee because it is not your first order.
Exceptions may apply where required by applicable law or where there has been a billing error, duplicate charge, unauthorized charge, or renewal processed after a valid prior cancellation.
Billing Information: Customers are responsible for keeping their payment, billing, and shipping information accurate and up to date.
Subscription details can be managed through the Manage Subscription page or by contacting support@vitarlo.com.
EXCHANGES
Because Vitarlo products are dietary supplements, we do not offer traditional product exchanges.
If you received a damaged, defective, incorrect, or incomplete order, please contact us at support@vitarlo.com and we will arrange an appropriate replacement or resolution.
If you simply wish to purchase a different product, quantity, or option, a new order must be placed separately.
REFUND PROCESSING
Once a refund has been approved, it will be issued to the original payment method.
Approved refunds are generally processed by Vitarlo within 5-10 business days.
Please note that your bank, credit card company, or payment provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at support@vitarlo.com.
No physical product return is required for refunds approved under the 90-Day Satisfaction Guarantee.
FRAUD PREVENTION
We take fraud prevention and abuse of our Money-Back Guarantee seriously.
All orders and guarantee claims may be reviewed for suspicious or abusive activity.
The 90-Day Satisfaction Guarantee is intended for genuine first-time customers who purchase and use Vitarlo in good faith.
We may review or deny claims involving circumstances such as:
- Multiple guarantee claims from the same customer or household
- Multiple accounts being used to obtain repeated first-order refunds
- Previous use of the Vitarlo Money-Back Guarantee
- False or materially inconsistent information
- Manipulated order information or documentation
- Attempts to receive multiple reimbursements for the same order
- Fraudulent or abusive payment disputes
We may request reasonable information necessary to verify an order or guarantee claim.
Nothing in this section limits rights provided by applicable law.
POLICY CHANGES
Vitarlo reserves the right to update or modify this Refund Policy from time to time.
Customers are encouraged to review this page before making a purchase or starting a subscription.
Changes to this policy will generally apply to future purchases only unless otherwise required by applicable law.
The policy in effect at the time your order was placed will generally apply to that order.
CONTACT INFORMATION
Company Name: Strixe LLC
Trading Name: Vitarlo
Address: 2106 House Avenue, Suite 471, Cheyenne, Wyoming, 82001
Email: support@vitarlo.com