Return & Refund Policy - Vita Serene

We are committed to providing high-quality wellness and home products that enhance relaxation and well-being. However, we understand that issues may arise, and we are here to assist you.

1. Returns & Refunds Eligibility

Since we work with a logistics provider that ships directly to our customers, we do not accept physical returns unless approved by our team. However, we offer refunds or replacements under the following conditions:

  • Damaged or Defective Items: If your order arrives damaged or defective, you must send us clear photos/videos within 7 days of delivery for review.
  • Incorrect Item Received: If you receive the wrong product (size, color, or type), we will send a replacement at no additional cost.
  • Lost or Undelivered Package: If your order has not arrived within the estimated delivery time, we will investigate and, if necessary, issue a replacement or refund.
  • Significant Delivery Delay: If your order is excessively delayed beyond the estimated shipping time, we may process a refund or offer store credit.

Returns due to a change of mind are not eligible for a refund. However, depending on the situation, we may offer store credit as a courtesy.

2. How to Request a Refund or Replacement

To initiate a refund or replacement request, contact us through one of the following methods:

Required Information for Your Request:

  • Order number
  • Description of the issue
  • Photos/videos as proof

Once we receive your request, we will review it and respond within 1-3 business days. If approved, we will process a refund or send a replacement accordingly.

3. Return Conditions

If your return is approved, the following conditions must be met:

  • The item must be in its original condition, unused, undamaged, and with all parts included.
  • The product must be returned in its original packaging to prevent damage during transit.
  • Items that are stained, torn, damaged, or missing components may not qualify for a refund or replacement.
  • Customers are responsible for return shipping costs unless the product was defective, or an incorrect item was sent.

4. Refund Processing Time

  • Approved refunds will be issued to the original payment method within 5-10 business days.
  • If a replacement is issued, a new tracking number will be provided once the item has been shipped.

5. Order Cancellations

  • Orders can only be canceled within 12 hours of purchase, as we process them quickly.
  • If your order has already been shipped, we cannot cancel it.

6. Additional Terms & Conditions

  • Shipping fees are non-refundable unless the refund is due to a shipping error or a defective product.
  • Gift cards and final sale items are non-refundable.
  • If a return is required, the customer is responsible for return shipping fees, unless the product is defective, or a shipping error occurred.
  • If a returned product is received damaged, missing components, or in poor condition, a partial refund may be issued instead of a full refund.

For any questions, feel free to reach out we are happy to assist you.

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