Refund policy

At Vita Root, we stand behind every product we make. If something is not right with your order, we are here to make it right. Please read our refund policy below so you know exactly what to expect.

We are confident in the quality of every Vita Root product. If you are not completely satisfied with your purchase for any reason, simply reach out to us within 30 days of receiving your order, and we will do our best to make it right. Your trust and satisfaction are our top priority.

  • 30-Day Guarantee: Not happy with your purchase? Contact us within 30 days of receiving your order, and we will find a solution for you.

  • Fast Resolution: We aim to resolve all refund requests quickly and fairly. Once approved, refunds are processed within 5 to 7 business days.

  • Friendly Support: Our customer support team is made up of real people who genuinely care. We are always here to help and make things right for you.


Can I Return My Order?

For hygiene and safety reasons, we are unable to accept returns on any of our products.

However, if you experience any issues with your order, please do not hesitate to contact us within 30 days of delivery, and we will work with you on a case-by-case basis to find the best solution possible.

We handle every situation individually because we understand that every customer's experience is different. Your satisfaction matters to us, and we will always do our best to make things right.

 

Who Is Eligible for a Refund?

You may be eligible for a refund if:

  • You contact us within 30 days of your delivery date

  • The product is unused and in its original sealed packaging

  • You have proof of purchase such as your order confirmation email

  • The item arrived damaged, defective, or incorrect

  • The item was not marked as final sale at the time of purchase

Please contact our support team for more enquiries about refunds.


What Is Not Eligible for a Refund?

The following situations are not eligible for a refund:

  • Requests made more than 30 days after the delivery date

  • Products that have been opened or partially used

  • Items marked as final sale or purchased during a clearance promotion

  • Orders where the incorrect shipping address was provided by the customer

  • Products that have been lost or damaged due to improper storage after delivery

If you are unsure whether your situation qualifies, please reach out to us anyway. We review every case individually and will always try our best to help you.


Received a Damaged or Wrong Item?

We sincerely apologize if your order arrived damaged or if you received the wrong item. Please contact our support team within 7 days of receiving your order and include the following information:

  • Your order number

  • A clear photo of the damaged or incorrect item

  • A short description of the problem

Once we review your case, and it’s accurate, we will either send you a replacement or issue a full refund. 


How to Request a Refund

Requesting a refund is simple. Just follow these easy steps:

Step 1 

Email us at support@vitaroot.ca with your order number and a brief explanation of why you are requesting a refund.

Step 2 

Our support team will respond within 24 to 48 business hours to review your request and guide you through the next steps.

Step 3 

If your return requires you to send the item back, we will provide clear instructions on how and where to do so. Please do not send anything back without hearing from us first.

Step 4 

Once your return is received and inspected, or your refund request is approved, we will process your refund promptly.


When Will I Receive My Refund?

Once your refund has been approved, it will be issued to your original payment method within 5 to 7 business days. Please keep in mind that, depending on your bank or payment provider, it may take a few additional days for the amount to appear in your account.

  • Credit or debit card refunds: 5 to 10 business days

  • PayPal refunds: 3 to 5 business days

  • Shop Pay refunds: 5 to 7 business days

If you have not received your refund after 10 business days, please contact us, and we will follow up with your payment provider.


Can I Exchange an Item Instead?

At this time, we do not offer direct product exchanges or accept returns. If you would like a different product, we recommend placing a new order for the item you want. 

Our support team is happy to help make this process as smooth as possible for you.

 

What About Subscription Orders?

If you are on a subscription plan and wish to cancel, pause, or make changes to your subscription, please do so before your next order is processed. Once a subscription order has been placed and shipped, it will follow our standard refund policy. 

To manage your subscription or cancel before the next billing date, log in to your account or contact our support team for assistance.

 

We Are Here to Help

Have a question about your refund, or are you not sure if you qualify? Do not hesitate to reach out.
Our friendly customer support team is always ready to help and will get back to you as quickly as possible.

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