VITASHOP RETURNS POLICY
Our product insurance coverage extends for 2 weeks from the date of delivery. After this 2-week period, we are unable to process refunds or exchanges. To qualify for a return, the item must remain unused and in its original unopened condition. Returns will not be accepted for items that show evident signs of being opened, used, damaged, or are missing parts for reasons unrelated to our error. The product must also be accompanied by its original packaging. For returns or exchanges, authorization from vitashop.ca is required. Kindly reach out to us before returning the item to ensure the proper return process.
Note: A restocking fee may apply depending on the product's condition or the reason for the return. This fee can also be based on factors like the quantity or price of the product, or the size.
Certain types of goods are ineligible for return, including perishable items, intimate or sanitary goods, hazardous materials, flammable liquids or gases, as well as select health and personal care items, gift cards, and digital products. To facilitate your return, a receipt or proof of purchase is required.
It’s important not to return your purchase to the manufacturer. If you have concerns or complaints about the item, please contact the manufacturer directly using the provided contact information on the packaging. We appreciate your understanding and adherence to these policies for a smoother return process.
REFUND POLICY
Once we receive and inspect your return, an email notification will be sent to inform you of the item’s receipt. You will also be notified regarding the approval or rejection of your refund. Please note that only regular-priced items are eligible for a refund; unfortunately, final sale items, including any products listed in the clearance section, cannot be refunded to your original payment method.
Upon approval, the refund will be processed as quickly as possible, and the credit will be applied to your original payment method. Please note that depending on your bank or credit card company, it may take 3 to 5 business days for the refund to reflect in your account. If the refund has not been posted to your account after this period, please check your bank statement, contact your credit card company, or reach out to your bank for assistance. There is typically some processing time before the refund is officially posted. If, after trying these steps, you still haven’t received your refund, please contact us at [email protected] or [email protected].
Note: For returns due to a change of mind or customer preference, both the original shipping fee and return shipping costs will be non-refundable. The customer is responsible for covering the return shipping costs when sending the item back to us. We do not provide return shipping labels for customer preference returns, and the customer must arrange and pay for the return shipping.
GIFT ITEMS
If the item was identified as a gift during purchase and shipped directly to you, you will receive a gift credit for the value of your return. Upon receiving the returned item, a gift certificate equivalent to the refund value will be mailed to you.
If the item wasn’t designated as a gift or the gift sender had the order shipped to themselves for later presentation to you, we will issue a refund to the gift sender. They will be notified about the return and the corresponding refund process.
DAMAGED & INCORRECT ITEMS
We meticulously package your items to guarantee they reach you in pristine condition. However, unforeseen damage may occur during shipment once the package leaves our warehouse and undergoes various handling procedures. If you receive a product that has been damaged in transit, please get in touch with us promptly for further guidance.
In cases of transit-related damage, you will not be held responsible for any costs related to returning the item. It is essential to retain both the damaged item and its original box and packaging, as carriers often require these for inspection purposes. It’s important to note that the risk of loss of goods is transferred to you upon our delivery of the product to our selected courier. Your cooperation in promptly reporting and providing necessary information about transit damage ensures a swift resolution to the issue.
Note: If you experience damage or defects, please report the issue within 1 week from the date of delivery.
For returns due to damage or defects, we will provide a return label. If there are no issues with the product, the customer is responsible for returning the item at their own cost and arranging for the return shipment.
EXCHANGES
We only facilitate replacements for items that are defective or damaged. Should you require an exchange for the same product due to such issues, kindly initiate the process by sending an email to [email protected] or by calling our Customer Service Representative at 1-877-763-3801 or 647-847-1552.
In the event of an exchange where we dispatch new items to you and do not receive the returned item within 2 weeks from the time the exchange order was placed, charges for the cost of both items will be applied.
If your exchange request is due to a change of mind (without any defect or damage to the item), you will be responsible for covering the re-delivery costs. For information pertaining to any applicable taxes or duties that may be assessed on an exchange shipment, please reach out to us for clarification. Your understanding and cooperation in these exchange processes are greatly appreciated.
RETURN BY MAIL
Within Canada, please send return items via insured, prepaid Regular Parcel Post to allow for parcel tracking with Canada Post.
For returns outside Canada, ship goods prepaid through insured ground shipping. To prevent delays, ensure the package is labeled with “Canadian Goods Returning.” Avoid using UPS or other carriers, as duty and/or brokerage fees may be incurred, leading to the refusal of your return by vitaShop.ca.
RETURNING COSTS
For returns due to customer preference or a change of mind, the customer is responsible for covering the return shipping costs. The customer assumes full responsibility for the shipping method and the condition of the item while it is in transit to us. Returns must be sent via a trackable shipping method to ensure safe delivery. We will only issue a refund once the product has been returned in good condition, and we have successfully received the item.
To return your product, please mail it to:
VitaShop.ca
7181 Yonge St. Unit 38
Markham, ON., L3T 0C7
Canada
*Please note that in case of missing items or damaged products, we need to wait until the carrier or manufacturer completes their investigation, and this process may take additional time. A refund will be issued after the investigation is completed.