Return & Refund policy
SECTION 1 – Returns & Refunds
All conditions outlined below follow the Australian, American, British, and European Consumer Rights & Guarantees.
We will always do our best to accommodate where applicable. Please read all of the information below and the instructions provided on each product page to ensure you are using our products correctly and safely.
By making a purchase, you agree to the terms outlined below. If you have any questions regarding a return, please contact us using the form on our Contact Us page.
30-Day “Risk Free” Money Back Guarantee
Our money-back guarantee lasts 30 days from the date you receive your order and applies only to defective, damaged, or incorrect items. This is what we refer to as our “Risk Free – Money Back Guarantee.”
If your item arrives faulty, damaged, or not as described, you are entitled to a full refund or replacement within the first 30 days.
We may require a photo or video showing the issue so we can process your request efficiently.
Requests After 30 Days
If more than 30 days have passed and you are reporting a faulty or broken product, please be prepared to provide:
- Photo or video evidence of how the product arrived
- A reasonable explanation for why the issue was reported after 30 days
According to AU/US/UK/EU Consumer Law, there is no strict time limit for refunds on items that arrived faulty. However, we strongly encourage customers to contact us at their earliest convenience so we can resolve the matter promptly.
Refunds Are Not Applicable If:
More than 30 days have passed since you received your order, or
You are within 30 days but any of the following apply:
- You changed your mind
- You ordered by mistake
- You found the product cheaper somewhere else
- You misused the product and caused damage
- You decided you no longer needed it
- You were aware of faults before purchasing
Refunds apply only to genuine faults or defects.
Please use our products with care, as they are delicate.
If any product is damaged due to liquids, substances, improper handling, or misuse, it will not be eligible for a return.
Refunds for Change of Mind
Refunds are not offered for change of mind under any circumstances.
Return Procedure
Before returning any item (if approved), you must contact us through our website contact form and provide your order number.
This ensures we are communicating with the correct customer.
Please note: contacting us via social media may result in delayed responses.
We strongly prefer communication through our website contact form.
If your return is approved, we will provide you with the return address.
Once your return has been processed (with proof of return, such as a receipt), your refund will be issued to your original payment method within 5–10 business days, excluding weekends and public holidays.
Bundles & Multi-Item Orders
For bundles or multi-item purchases, partial refunds are not permitted.
A full refund can only be issued if all items are returned unused and in their original packaging.
If your refund appears delayed after processing, please:
- Wait at least 5 business days
- Contact your bank
- Contact us if the refund is still not showing
Most refunds arrive within 5–10 business days, depending on your banking institution.
SECTION 2 – Late or Missing Refunds
If you haven’t received your refund yet:
- Check your bank account again
- Contact your bank, as refund posting delays can occur
If you still have not received your refund, please contact us via the website contact form.
Funds generally take up to 5 business days to arrive, sometimes longer depending on your bank.
SECTION 3 – Shipping
If a return is requested for a non-faulty item (not eligible for refund), shipping costs remain the customer’s responsibility.
Anything outside the scope of this refund policy, in accordance with AU/US/UK/EU Consumer Law, is handled at our discretion (including requests after 30 days that are not related to a faulty product).
SECTION 4 – Lost or Stolen Packages
Vitanst is not responsible for lost or stolen packages.
If your tracking information states that your package was delivered but you did not receive it, please file a claim with your courier.
If you need help with this process, please contact our Customer Support Team.
ENDING NOTES & RECAP
If you have any further questions, please read this page again for clarity and then contact us through our website contact form.
Please avoid contacting us via social media for urgent inquiries.
We typically respond within 24–48 business hours (Mon–Fri) via email.
We aim to resolve all matters respectfully and fairly. If you are genuinely unhappy about your order or product, please reach out to us so we can help.
For shipping times and delivery details, please visit our Shipping Information page in the header or footer of our website.
Thank you — we look forward to doing business with you.