Refund policy

At VitaRoot, 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 VitaRoot 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.

 

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.


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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