Refund policy

90 days to decide

You have 90 days from the delivery date to return your order for a full refund. That is deliberately long: this product is a routine, and a fortnight does not tell you much. Take the time.

We pay the return shipping

Write to us and we will email you a prepaid return label. You do not pay to send it back, and there is no restocking fee.

How to start a return

Email [support@vitalionlabs.com] with your order number and one line about why. You do not need to justify yourself — we ask only so we can improve the product. You will have your label within one business day.

If you have a customer account, you can also start the return yourself from your order page without waiting for us.

Condition of the returned item

Return the device and the accessories that came with it. For hygiene reasons, please clean the device before packing it, as described in the guide in the box. We do not require the original packaging, and normal signs of use are expected — you were meant to use it.

The digital guides are yours to keep either way.

When you get your money back

We process the refund within one business day of the return arriving with us, and always to the original payment method. Your bank then takes its own time — usually 3 to 10 business days — to show it on your statement. That last part is out of our hands.

Cancelling before dispatch

If you change your mind before the order ships, tell us as soon as you can and we will cancel it and refund you in full without anything being sent. Once it has dispatched, the return process above applies.

Faulty items

If the device stops working through no fault of yours, contact us. Within the first 12 months we will replace it. This is in addition to your statutory rights, which nothing in this policy takes away.

What we cannot refund

  • Orders seized or destroyed by customs in a country that restricts import of the product.

  • Returns arriving after the 90-day window, unless the item is faulty.

  • Items returned without contacting us first, which we cannot match to an order.

Set the same numbers in Shopify under Settings → Policies → Return rules: 90-day window, no restocking fee, merchant pays return shipping. If the setting says 30 days while this page says 90, the customer gets an automatic rejection after reading a promise of 90 — and that is how a refund becomes a chargeback.