Refund policy
At Vitarlo, we are committed to providing high-quality dietary supplements and excellent customer service. We want you to be fully satisfied with your purchase, which is why we offer a 90-Day Money-Back Guarantee. If for any reason you are not happy with your order, please contact us at support@vitarlo.com.
90-DAY RETURN POLICY (UNOPENED PRODUCTS ONLY)
We offer a 90-day return policy for items that are unopened and unused. You have 90 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.
Packaging: The product must be returned in its original, undamaged packaging, including any branded boxes or protective materials.
Proof of Purchase: A valid receipt or proof of purchase is required (e.g., order confirmation email or invoice).
Opened or used Vitarlo products cannot be returned due to hygiene and safety reasons.
90-DAY SATISFACTION GUARANTEE (OPENED PRODUCTS)
If you have opened and used Vitarlo products and are not satisfied with the results, we still want you to feel supported. Our 90-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 90 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, contact us at support@vitarlo.com.
ORDER CANCELLATIONS
Orders can be cancelled within 3 hours 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.
FREE GIFTS AND PROMOTIONAL ITEMS
Free gifts, bonus items, and post-purchase add-ons are not eligible for returns or refunds, whether used or unused.
Free promotional items are not eligible for refund or exchange, regardless of condition.
Limited-time post-purchase offers are final sale and cannot be modified, returned, or refunded due to deeply discounted pricing.
If you return the originally paid item that qualified you for a free promotional item, the free item(s) must also be returned unused. Failure to do so may result in a partial refund, with the value of the free item(s) deducted from your total.
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.
LOST OR UNDELIVERED PACKAGES
If your package does not arrive within the estimated delivery timeframe, contact us at support@vitarlo.com 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 90-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.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
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.
If your product arrives defective or broken, please notify us within 48 hours of delivery at support@vitarlo.com with clear photos of the damage. If approved, we will provide a replacement at no cost to you. If a replacement is not available, a refund will be issued.
CHARGEBACKS AND 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 at support@vitarlo.com to resolve any concerns before involving their bank. This allows us to process refunds much faster and avoid unnecessary delays.
SUBSCRIPTIONS AND RECURRING ORDERS
Subscription Refund Eligibility: If your order includes a subscription, the 90-day money-back guarantee applies only to your first shipment. It is the customer's sole responsibility to manage or cancel the subscription within the 90-day guarantee period. Subscription renewals that occur after this window are not eligible for refunds under any circumstances.
Failure to cancel prior to a renewal billing date does not constitute grounds for a refund. Customers are responsible for managing, modifying, or canceling their subscription prior to renewal.
Automatic Renewal: Your subscription will automatically renew unless cancelled. You will be charged through your payment method every 30 days, or at your selected delivery cadence. By submitting your initial order you expressly agree to the terms of the auto-renewal and understand this subscription policy.
Cancellation: You may cancel your subscription at any time. To avoid a recurring charge, you must cancel at least twenty-four (24) hours before your next scheduled billing date. You can cancel your subscription through your account portal or contact us any time at support@vitarlo.com. All cancellations are effective as of the last day of the current billing period. No refunds will be issued for renewal charges already processed at the time of cancellation.
Billing Information: You are obligated to provide current, complete, and accurate billing account information. You are responsible for promptly updating all information to keep your account current. Changes can be made through your customer portal or by contacting support@vitarlo.com.
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 at support@vitarlo.com.
FRAUD PREVENTION
We take fraud prevention seriously. All transactions are screened for suspicious activity. If we suspect fraudulent behavior, we may cancel your order and notify you immediately.
POLICY CHANGES
Vitarlo reserves the right to update or modify this Refund Policy at any time. Customers are encouraged to review this page before making a purchase. Continued use of our Services constitutes acceptance of the most recent version. Any changes to this policy apply to future purchases only.
CONTACT INFORMATION
Company Name: Strixe LLC
Address: 2106 House Avenue, Suite 471, Cheyenne, Wyoming, 82001
Email: support@vitarlo.com