Refund policy
Last Updated: August 23, 2026
Our Promise
We want you to shop with confidence, so we aim to make our return, refund, and warranty policies clear and straightforward.
Nothing in this policy limits or excludes any mandatory consumer rights that apply to you under the laws of your country or region.
30-Day Returns
Unless local law provides additional rights, you may request a return within 30 days of delivery if you change your mind.
Change-of-mind returns are accepted only for products that are unopened and unused.
To qualify for a return:
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The product must be unused.
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The original protective seal must remain intact.
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The product must be in its original packaging.
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You must provide your order number or other reasonable proof of purchase.
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The return request must be made within 30 days of delivery.
Products that do not meet these requirements may not be eligible for a change-of-mind refund, subject to your statutory rights.
Opened or Used Products
Because certain Vitalis products are personal wellness products for which hygiene and safety considerations apply, we generally cannot accept change-of-mind returns after the product's protective seal has been broken or the product has been used.
For UK customers, this may include sealed goods that are not suitable for return for health-protection or hygiene reasons once they have been unsealed, where the applicable legal exception applies.
This restriction does not affect your rights where a product is faulty, damaged, defective, incorrectly supplied, misdescribed, or otherwise covered by mandatory consumer-protection law.
How to Request a Return
To request a return, please contact:
Please include:
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Your order number
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The reason for the return
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Any relevant information about the product
We will review your request and, if eligible, provide instructions for returning the product.
Please do not send a product back before receiving return instructions from us.
Returns sent without prior authorization may be delayed in processing.
Return Shipping Costs
For eligible change-of-mind returns involving unopened products, the customer is responsible for the return shipping cost unless applicable law requires otherwise.
For confirmed faulty, damaged, defective, or incorrectly supplied products, Vitalis will cover reasonable return shipping costs.
We recommend using a tracked shipping service when returning an item and keeping your tracking information until your return has been completed.
Refunds
Once we receive and inspect an eligible returned product, we will process the approved refund to the original payment method used for the purchase.
We aim to issue approved refunds within 14 days after the returned goods have been received, or within any shorter period required by applicable law.
After we issue a refund, your bank, card issuer, PayPal, Shopify Payments, or other payment provider may require additional processing time before the funds appear in your account.
Original shipping charges are generally non-refundable for change-of-mind returns unless applicable law requires otherwise.
For faulty, damaged, defective, or incorrect orders, shipping charges will be handled in accordance with your applicable consumer rights.
Faulty, Damaged, Defective, or Incorrect Products
If your order arrives:
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Faulty
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Damaged
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Defective
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Incorrect
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Different from what you ordered
please contact us as soon as reasonably possible at:
Please include:
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Your order number
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A description of the issue
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Photos or other reasonable evidence where appropriate
If the issue is confirmed, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include a replacement, repair, or refund.
Where a return is required because the product is faulty, damaged, defective, or incorrect, Vitalis will cover reasonable return shipping costs.
1-Year Limited Warranty
Vitalis devices include a 12-month limited warranty from the date of delivery against manufacturing defects.
If you believe your product has a manufacturing defect during the warranty period, please contact:
Please provide your order number and information describing the issue.
Depending on the circumstances and applicable law, we may provide a replacement or another appropriate remedy.
The limited warranty does not normally cover:
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Accidental damage
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Drops or impact damage
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Misuse or improper handling
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Unauthorized modification
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Normal wear and tear
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Damage caused by failure to follow product instructions
This commercial warranty is provided in addition to, and does not replace or restrict, any statutory rights you may have.
Order Cancellation
If you wish to cancel an order, please contact us as soon as possible at:
We will make reasonable efforts to cancel an order before it has been processed or shipped.
Once an order has been shipped, cancellation may no longer be possible. In that situation, you may need to receive the product and follow the applicable return process described in this policy.
Nothing in this section limits any cancellation rights that may apply under mandatory consumer law.
Exchanges
We do not generally offer exchanges for change-of-mind purchases.
If you received a faulty, damaged, defective, or incorrect product, please contact us at:
We will determine the appropriate remedy in accordance with applicable law, which may include a replacement.
Orders That Have Not Been Received
If your order has not arrived within the expected delivery period, please contact us at:
Please include your order number and, where available, your tracking information.
We will work with the applicable shipping or fulfillment provider to investigate the delivery.
If tracking indicates that an order was delivered but you cannot locate it, please contact us so that we can investigate the situation with the carrier.
Any refund or replacement will be handled in accordance with the circumstances of the shipment and applicable law.
International Returns
For international customers, the same return conditions described in this policy generally apply unless applicable local law provides additional rights.
For eligible change-of-mind returns, the customer is responsible for return shipping costs unless applicable law requires otherwise.
For faulty, damaged, defective, or incorrectly supplied products, Vitalis will cover reasonable return shipping costs where applicable.
Customers are responsible for complying with any applicable customs or shipping requirements when returning products internationally.
Partial Refunds
A partial refund may be considered where permitted by applicable law and where a returned product does not fully meet the requirements for a full refund.
Any applicable deduction will be communicated to the customer before the refund is processed.
We will not use this section to limit mandatory consumer rights.
Your Legal Rights
Nothing in this Refund & Return Policy excludes, restricts, or replaces any consumer rights that cannot legally be excluded or restricted.
For example, customers in the UK retain applicable statutory rights under UK consumer law, including rights relating to faulty, defective, or misdescribed goods.
Customers in the United States and other countries or regions retain any mandatory consumer rights available under applicable federal, state, provincial, national, or local law.
Where applicable law provides rights that are more favorable than the terms of this policy, those legal rights will apply.
Contact Us
If you have questions about returns, refunds, cancellations, exchanges, or warranty claims, please contact us:
PINNACLE FORGE LLC
1001 S Main St, Ste 600
Kalispell, MT 59901
United States
Email: vitaliscare.support@gmail.com
Website: TRYVITALIS.NET