Return and Refund Policy

Vitalogent LLC

Effective Date: [Insert Date]
Last Updated: [Insert Date]

Our Commitment to Your Satisfaction

At Vitalogent LLC, we stand behind the quality of our dietary supplements and want you to be completely satisfied with your purchase. We offer a comprehensive 60-Day Satisfaction Guarantee with a special First Product Money-Back Guarantee to give you peace of mind when trying our products.

Key Highlights:

60-Day Return Window from delivery date
First Product Money-Back Guarantee - Full refund on your first Vitalogent purchase (including shipping!)
Hassle-Free Returns for unopened products
Quality Guarantee for defective or damaged items
Fast Refund Processing within 5-10 business days

This Return and Refund Policy explains our return procedures, eligibility requirements, refund process, and your rights as a customer.

1. First Product Money-Back Guarantee

1.1 What Is It?

We want you to try Vitalogent risk-free! When you purchase your first product from Vitalogent, we offer a 100% Money-Back Guarantee - even if you've opened and used the product.

This means:

Full refund of the product cost
PLUS full refund of original shipping costs
No questions asked (just tell us you're not satisfied)
Available even if the product has been opened and used
Valid for 60 days from delivery date

1.2 Who Qualifies?

This special guarantee applies to:

First-time Vitalogent customers making their first purchase
One product per customer (if you order multiple products in your first order, the guarantee applies to one product only - your choice)
Orders placed directly through our website [www.vitalogent.com]

Verification: We verify first-time customer status by checking:

Email address
Shipping address
Billing information
Account creation date

1.3 How to Use Your First Product Guarantee

Simple 3-Step Process:

Contact Us within 60 days of receiving your order
- Email: [returns@vitalogent.com]
- Phone: [Your Phone Number]
- Subject Line: "First Product Money-Back Guarantee"
Provide Information:
- Your order number
- Which product you're returning (if you ordered multiple items)
- Brief reason (optional but helpful): "Not satisfied," "Didn't work for me," "Didn't like the taste," etc.
- Your original shipping cost (to ensure full refund)
Return the Product:
- We'll provide a prepaid return shipping label (at no cost to you!)
- Pack the product securely (any remaining product + bottle/container)
- Ship it back using our label
- No need to return the empty bottle if you've finished it - just let us know

That's it! Once we receive your return, we'll process a full refund including your original shipping costs.

1.4 What Gets Refunded?

With the First Product Money-Back Guarantee, you receive:

✅ Full Product Cost - 100% refund of what you paid for the product
✅ Original Shipping Cost - Full refund of what you paid for shipping
✅ Return Shipping - We provide a prepaid label at no cost to you

Total: Complete refund of everything you paid!

1.5 Important Notes

Timeframe:

Must be requested within 60 days of delivery
Count from the delivery date shown in your shipping confirmation

One Product Per Customer:

If your first order includes multiple products, the guarantee applies to ONE product
You choose which product to return under this guarantee
Additional products follow our standard 60-Day Satisfaction Guarantee (see below)

No Abuse:

This guarantee is intended for genuine customers trying our products
We reserve the right to refuse if we detect abuse (e.g., repeated returns, reselling)
One guarantee per person/household

Subsequent Purchases:

After using your First Product Guarantee, future purchases follow our standard return policy
You'll still have our 60-Day Satisfaction Guarantee on all purchases!

2. 60-Day Satisfaction Guarantee

2.1 Our Standard Return Policy

For all purchases (including those after your first order), we offer a 60-Day Satisfaction Guarantee.

This means:

You have 60 days from delivery date to return products
Unopened products in original condition receive full refund
Opened products may be returned with partial refund or case-by-case basis (see details below)
Defective or damaged products always qualify for full refund

2.2 Return Window

60 Days from Delivery Date:

The return window begins on the date your order is delivered (per carrier tracking)
Not from order date or ship date - from delivery date
Returns requested after 60 days may not be accepted
Contact us as soon as you decide to return

Example:

Order placed: January 1
Order shipped: January 3
Order delivered: January 8
Return window ends: March 9 (60 days from delivery)

2.3 Unopened Products

Full Refund Eligibility:

Products qualify for full refund if:

✅ Seal is intact and unbroken
✅ Product is in original, unopened packaging
✅ Packaging is undamaged
✅ Product has not expired
✅ All original labels and components are present

Refund Amount:

Product cost: 100% refunded
Original shipping cost: NOT refunded (except First Product Guarantee or our error)
Return shipping cost: Your responsibility (you pay for return shipping)

2.4 Opened Products

Limited Return Eligibility:

We understand that sometimes you need to try a product to know if it works for you. However, due to FDA regulations and safety concerns, opened dietary supplements present special challenges.

For Opened Products (Non-First Purchase):

Option 1: Case-by-Case Consideration

Contact us to discuss your situation
We may offer partial refund, store credit, or exchange
Depends on reason for return and product condition
We prioritize customer satisfaction while maintaining safety standards

Option 2: Quality Issues

If product is defective, damaged, or doesn't match description
Opened products with quality issues receive full refund (see Section 10)

Option 3: Adverse Reactions

If you experienced an adverse reaction, contact us immediately
We'll work with you on a fair resolution
Your health and safety are our priority
May require reporting to FDA MedWatch

Why Limited Returns on Opened Products?

FDA Regulations: Opened dietary supplements cannot be resold due to contamination risk
Safety Concerns: We cannot verify product hasn't been tampered with
Quality Control: Cannot guarantee storage conditions once opened
Consumer Protection: Protects all customers from contaminated products

Important: Your First Product Money-Back Guarantee (Section 1) covers opened products for first-time customers!

2.5 Refund Amounts Summary

Situation	Product Refund	Original Shipping	Return Shipping
First Product Guarantee	100%	100% refunded	FREE (we provide label)
Unopened - Standard	100%	NOT refunded	You pay
Opened - Non-First	Case-by-case	NOT refunded	You pay
Defective/Our Error	100%	100% refunded	FREE (we provide label)

3. What Can Be Returned

3.1 Returnable Products

The following items can be returned within 60 days:

Dietary Supplements:

All Vitalogent branded supplements
Must meet condition requirements (see Section 5)
Must be within 60-day window

Promotional Items:

Free gifts or promotional items included with purchase
Must be returned with the main product for full refund
Cannot be returned separately

Bundled Products:

Products purchased as part of a bundle or package deal
All items in bundle must be returned together for full refund
Partial bundle returns may receive partial refunds

3.2 Products That Require Special Approval

Contact us before returning:

Products purchased more than 6 months ago (beyond 60-day window)
Products with damaged or missing labels
Products purchased through third-party retailers (Amazon, etc.)
International orders (see Section 13)
Subscription orders (see Section 12)

4. Non-Returnable Items

4.1 Items That CANNOT Be Returned

The following items are NOT eligible for return or refund under any circumstances (except if defective or damaged by us):

Final Sale Items:

Products marked "Final Sale" or "Clearance" at time of purchase
Promotional items sold at deep discount
Items explicitly stated as non-returnable at checkout

Opened Products Beyond First Purchase:

Unless defective, damaged, or part of First Product Guarantee
Cannot be returned for preference reasons once opened
Safety and FDA regulations prevent accepting opened returns

Products Without Original Packaging:

Products removed from original containers
Products missing labels or Supplement Facts panels
Products in damaged packaging (caused by customer)

Expired Products:

Products that have passed expiration date
Products near expiration when ordered (we don't ship these, but can't accept returns if somehow received expired)

Personalized or Custom Products:

Products with personalized labels (if we offer this in the future)
Custom formulations or compounded products
Special orders made to customer specifications

Digital Products:

Downloadable content, e-books, or guides (if applicable)
Online courses or programs (if applicable)
Digital subscriptions (if applicable)

Third-Party Products:

Products not manufactured or sold directly by Vitalogent
Products purchased from other retailers (Amazon, etc.) must be returned per their policies

Products Purchased Outside Our Website:

Products bought from unauthorized resellers
Products purchased in physical retail stores (if applicable)
Products purchased on auction sites or secondary markets

4.2 Partial Use Policy

Opened and Partially Used Products:

First-time customers: Eligible under First Product Money-Back Guarantee (Section 1)
Repeat customers: Case-by-case evaluation (contact us)
Cannot be returned solely because you changed your mind after opening

Why We Have This Policy:

FDA regulations prohibit reselling opened dietary supplements
Safety concerns and contamination risk
Consumer protection (we can't verify storage conditions)
Fraud prevention

5. Return Eligibility Requirements

5.1 Product Condition Requirements

To be eligible for return, products must meet these conditions:

For Full Refund (Unopened Products):

✅ Safety seal must be intact and unbroken
✅ Product must be in original, undamaged packaging
✅ All labels must be attached and legible
✅ Product must not be expired
✅ Product must not show signs of use or tampering

For First Product Guarantee (Can Be Opened):

✅ Within 60 days of delivery
✅ First purchase from Vitalogent
✅ Original container (even if empty)
✅ Proof of purchase (order number)

For Defective Product Returns:

✅ Product must be genuinely defective (not preference issue)
✅ Reported within 7 days of discovery
✅ Photos of defect/damage may be required
✅ Original packaging if possible

5.2 Packaging Requirements

Original Packaging:

Products must be returned in original Vitalogent packaging (bottle, box, labels)
Don't remove or deface labels
Keep all inserts, literature, and components

Shipping Packaging:

Use sturdy box or padded envelope
Protect products from damage during return shipping
Include all packing materials we sent (if returning unopened)
We are not responsible for damage during return shipping

5.3 Required Documentation

You Must Provide:

Order number (found in confirmation email or account)
Return Authorization (RA) number (we provide this)
Contact information (email and phone)
Reason for return (helps us improve)

Optional But Helpful:

Original packing slip
Photos of product/condition (for defective items)
Original payment receipt

5.4 Timeframe Requirements

Return Request:

Must be initiated within 60 days of delivery
Contact us before 60-day deadline
Late requests may be denied

Product Return:

Products must be shipped back within 14 days of receiving Return Authorization
Use trackable shipping method
Delays may forfeit refund eligibility

5.5 Proof of Purchase

Valid Proof Includes:

Order confirmation email
Order number from your account
Packing slip included with shipment
Receipt from payment confirmation

We Cannot Accept Returns Without:

Valid order number or proof of purchase from Vitalogent
Products must have been purchased directly from us

6. How to Initiate a Return

6.1 Step-by-Step Return Process

Step 1: Contact Us (REQUIRED FIRST STEP)

Before shipping anything back, you MUST contact us to request a Return Authorization (RA):

Email: [returns@vitalogent.com]
Phone: [Your Phone Number]
Hours: [Your Business Hours]

In Your Message, Include:

Your full name
Order number
Email address used for purchase
Product(s) you wish to return
Reason for return
Whether products are opened or unopened
If returning under First Product Money-Back Guarantee (first-time customers)

Step 2: Receive Return Authorization

Within 1-2 business days, we'll send you:

Return Authorization (RA) Number (required for processing)
Return shipping instructions
Return shipping address
Prepaid return label (if eligible: First Product Guarantee, defective items, or our error)
Estimated refund amount

Step 3: Prepare Your Return

Securely package products in original packaging when possible
Include the RA number on a piece of paper inside the package
Write RA number on outside of package
Include packing slip if available
Use sturdy box or padded envelope

Step 4: Ship Your Return

If We Provided Prepaid Label:

Affix the prepaid label to your package
Drop off at designated carrier (USPS, UPS, FedEx)
Keep your receipt as proof of shipment

If You're Paying for Return Shipping:

Use a trackable shipping method (USPS Priority, UPS, FedEx)
Ship to: [Your Return Address]
Keep tracking number
We recommend insurance for valuable returns

Important: We are not responsible for lost return shipments. Always use tracked shipping and keep your receipt.

Step 5: Return Tracking

Once you ship:

Send us the tracking number at [returns@vitalogent.com]
We'll confirm receipt when package arrives
Inspection takes 2-3 business days
You'll receive email updates on refund status

Step 6: Receive Your Refund

Refunds processed within 5-10 business days after inspection
Funds returned to original payment method
Allow 3-10 additional days for bank processing
You'll receive email confirmation when refund is issued

6.2 Return Address

NEVER ship returns without Return Authorization!

Once you receive authorization, ship to:

Vitalogent LLC - Returns Department
[Your Return Street Address]
[City, State ZIP Code]
United States

Mark package clearly: "RA# [Your RA Number]"

Do NOT send returns to:

Our main business address (if different)
P.O. Boxes
Any address not explicitly provided in your RA email

6.3 Tracking Your Return

Ways to Track:

Email tracking number to [returns@vitalogent.com]
Check your email for our confirmation of receipt
Log into your account (if available) to view return status
Call customer service for updates: [Your Phone Number]

Timeline:

Return received: 0-7 business days (depending on shipping)
Inspection completed: 2-3 business days after receipt
Refund processed: 5-10 business days after approval
Bank posts refund: 3-10 business days (varies by bank)

7. Return Shipping Process

7.1 Who Pays for Return Shipping?

You Pay Return Shipping For:

Standard returns of unopened products (preference returns)
Returns due to customer ordering wrong product
Returns due to customer change of mind
Opened products (if accepted on case-by-case basis)

We Pay Return Shipping For:

First Product Money-Back Guarantee (we provide prepaid label)
Defective or damaged products
Wrong item shipped by our error
Products that don't match website description
Quality issues caused by manufacturing defects

7.2 Recommended Shipping Methods

We Recommend:

USPS Priority Mail - Trackable, affordable, 2-3 day delivery
UPS Ground - Reliable tracking, 3-5 day delivery
FedEx Ground - Good for heavier packages
Avoid: Standard mail without tracking (risk of loss)

Tips:

Always use tracked shipping
Keep your shipping receipt
Consider insurance for returns over $100
Package securely to prevent damage
Allow 5-10 business days for return transit

7.3 Return Shipping Costs

Typical Return Shipping Costs (Customer pays):

USPS Priority Mail Small Flat Rate Box: ~$10-12
USPS Priority Mail: ~$8-15 (depending on weight/distance)
UPS Ground: ~$10-20 (depending on weight/distance)

Save Money:

Return multiple items in one package
Use smallest appropriate box
Compare carrier rates online

7.4 International Return Shipping

International Customers:

Return shipping is your responsibility and can be expensive
Use trackable international shipping
Allow 2-4 weeks for international return transit
See Section 13 for complete international return policy
Consider whether return shipping cost exceeds refund amount

7.5 Return Shipping Insurance

We Recommend Insurance:

For returns valued over $100
Protect against loss or damage during return transit
Purchase through your carrier when shipping

Our Responsibility:

We are not responsible for packages lost or damaged during return shipping
Use tracked shipping to protect your return
Insurance is optional but recommended

8. Refund Processing

8.1 Inspection Process

Once we receive your return:

Day 1-3: Inspection

Verify Return Authorization number
Check product condition
Confirm eligibility requirements met
Assess for damage or tampering
Verify product matches order

Inspection Criteria:

Is seal intact (for unopened returns)?
Is packaging undamaged?
Does product match what was ordered?
Is product within expiration date?
Are all components present?

Possible Outcomes:

✅ Approved: Full refund processed
🟡 Partial Approval: Partial refund offered (we'll contact you)
❌ Denied: Return doesn't meet requirements (we'll contact you to discuss)

8.2 Refund Timeline

Complete Timeline:

Stage	Timeframe
Return shipped by you	0-7 business days to arrive
We receive and inspect	2-3 business days
Refund processed	5-10 business days after approval
Bank posts refund	3-10 business days (varies by bank)
Total Estimated Time	10-30 business days from shipping return

Faster Processing:

Email tracking number to speed up receiving process
Ensure RA number is visible on package
Meet all eligibility requirements
Use fast shipping method

8.3 Refund Methods

Refund Issued To:

Original payment method used for purchase
Same credit/debit card charged
Same PayPal account (if applicable)

We CANNOT:

Issue refunds to different payment methods
Provide cash refunds
Transfer refunds to different accounts
Split refunds across multiple methods

Exceptions:

If original payment method is no longer valid (expired card, closed account), contact us to arrange alternative refund method

8.4 Refund Amounts

Standard Unopened Return:

Product Cost:             $XX.XX ✅ Refunded
Original Shipping:         $X.XX ❌ NOT refunded
Return Shipping:           $X.XX ❌ Your expense
─────────────────────────────────
Your Refund:              $XX.XX

First Product Money-Back Guarantee:

Product Cost:             $XX.XX ✅ Refunded
Original Shipping:         $X.XX ✅ Refunded
Return Shipping:          $0.00 ✅ We provided label
─────────────────────────────────
Your Refund:              $XX.XX (Everything you paid!)

Defective/Our Error:

Product Cost:             $XX.XX ✅ Refunded
Original Shipping:         $X.XX ✅ Refunded
Return Shipping:          $0.00 ✅ We provided label
─────────────────────────────────
Your Refund:              $XX.XX (Everything you paid!)

8.5 Partial Refunds

Partial Refunds May Be Issued If:

Product Condition Issues:

Product shows signs of use beyond reasonable trial (non-first purchase)
Packaging is damaged by customer
Components are missing
Product appears tampered with

Restocking Fees (If Applicable):

We typically do NOT charge restocking fees
May apply in cases of abuse or repeated returns
You'll be notified before refund is processed

Percentage Deductions:

Based on product condition
Based on completeness of return
Typically 10-50% deduction for condition issues

We'll Contact You:

If partial refund applies, we'll email you first
Explain reason for partial amount
Give you option to accept or have product returned to you

8.6 No Refund Situations

Refunds Will Be Denied If:

Return not authorized (no RA number)
Returned after 60-day window without prior approval
Product opened and not eligible for return
Product expired
Product damaged by customer (not shipping damage)
Product not purchased from Vitalogent
Product is on non-returnable list
Fraudulent return detected

If Denied:

We'll contact you with explanation
Options: return product to you (you pay shipping) or donate/dispose
Opportunity to discuss resolution

8.7 Refund Confirmation

You Will Receive:

Email confirmation when refund is processed
Refund amount breakdown
Estimated date funds will appear in your account
Refund transaction ID (for your records)

Check Your Account:

Refunds appear as credits from "Vitalogent LLC" or "VITALOGENT"
May take 3-10 business days after processing
Contact your bank if refund doesn't appear after 10 business days

8.8 Tax Refunds

Sales Tax:

If you paid sales tax, it will be refunded proportionally
Tax refund included in total refund amount
Calculated automatically

9. Exchanges

9.1 Exchange Policy

We Do Not Offer Direct Exchanges

To exchange a product:

Step 1: Return the unwanted product following our return process (Section 6)

Step 2: Place a new order for the desired product on our website

Why This Approach:

Ensures fastest processing
Avoids delays if desired product is out of stock
Allows you to use any current promotions
Simpler than coordinating exchanges

9.2 Exchange Process

For Best Results:

Contact us at [support@vitalogent.com] to discuss:
- What product you want to exchange
- What product you want instead
- We can advise on timing
Return original product following standard return process
Place new order - Consider:
- Wait for refund to post (10-30 days)
- OR place new order immediately (don't wait for refund)
- Use any promo codes available

Pro Tip: If you order the new product immediately:

You'll receive it faster
You can use current promotions
Your refund will arrive separately

9.3 Size or Flavor Exchanges

Wrong Size Ordered:

Return original size, order correct size
Standard return policy applies

Don't Like Flavor:

First Product Guarantee covers this (first-time customers)
Return under standard policy (repeat customers)

9.4 Defective Product Exchanges

If Product Is Defective:

Contact us immediately at [support@vitalogent.com]
We'll ship replacement at no charge
You don't need to wait for defective item to arrive back
See Section 10 for defective product policy

10. Defective or Damaged Products

10.1 What Qualifies as Defective?

Defective Products Include:

Manufacturing Defects:

Seal is broken or missing when received
Product is contaminated or contains foreign objects
Tablets/capsules are broken, crumbled, or melted
Product is wrong color, consistency, or smell
Product doesn't match label description

Packaging Defects:

Bottle is cracked or leaking
Cap won't close properly
Product exposed due to packaging failure
Labels are illegible or missing

Quality Issues:

Product is expired or near expiration when received (within 6 months of expiration)
Product doesn't match potency on label (if tested)
Incorrect product sent (not what you ordered)

Does NOT Include:

Normal variations in color or texture between batches
Preference issues (taste, smell, effectiveness)
Damage caused after opening
Expired products if past 60-day return window

10.2 Reporting Defective Products

Report Within 7 Days:

Contact us IMMEDIATELY upon discovering defect
Report within 7 days of receiving product
Late reports may not be eligible for replacement

How to Report: Email [support@vitalogent.com] or [quality@vitalogent.com] with:

Order number
Product name
Description of defect
Photos of:
- Defective product
- Product label (clearly showing lot number and expiration date)
- Packaging/bottle
- Any damage or contamination

Why Photos Matter:

Help us identify issue quickly
Required for quality control investigation
May be needed for reporting to FDA
Helps prevent future issues

10.3 Defective Product Resolution

We Will:

Option 1: Replacement (Fastest)

Ship new product immediately at no charge
No need to return defective product first
May request defective product be returned for quality investigation

Option 2: Full Refund

100% product cost refunded
100% original shipping cost refunded
Free return shipping (we provide prepaid label)

Option 3: Store Credit

Credit toward future purchase
Plus extra credit for inconvenience (at our discretion)

You Choose: Let us know which resolution you prefer.

10.4 Damaged During Shipping

Package Damage:

If your package arrives damaged:

Inspect Immediately:

Check package before accepting delivery
Take photos of damaged package
Note damage on delivery receipt if possible
Check if products inside are damaged

Contact Us Within 48 Hours:

Email: [support@vitalogent.com]
Subject: "Damaged Package - Order #[YOUR ORDER NUMBER]"
Include:
- Order number
- Photos of damaged package
- Photos of damaged products (if applicable)
- Carrier tracking number

We Will:

File claim with shipping carrier
Send replacement immediately
Full refund if preferred
Handle all carrier claim paperwork

Important: We must file carrier claims within specific timeframes, so contact us quickly!

10.5 Wrong Item Received

If We Shipped Wrong Product:

Not your fault - we'll make it right!

Contact Us Within 7 Days:

Email: [support@vitalogent.com]
Subject: "Wrong Item Received"
Include order number and photo of product received

Resolution:

We'll ship correct product immediately at no charge
Provide prepaid return label for wrong item
OR keep wrong item and receive refund (case-by-case)
No cost to you for our mistake

10.6 Quality Control

Our Commitment:

Products manufactured in FDA-registered, cGMP-compliant facilities
Rigorous quality control testing
Third-party verification (where applicable)
Continuous monitoring of production batches

If Defective Product Found:

We investigate immediately
Review entire production batch
May issue proactive recalls if necessary
Report to FDA if required
Improve processes to prevent recurrence

Your Report Helps:

Protect other customers
Improve quality control
Identify potential issues early
Maintain highest standards

11. Wrong Item Shipped

11.1 Our Error

If we shipped the wrong product due to our error:

We Take Full Responsibility:

Ship correct product immediately at no charge
Provide prepaid return label for wrong item
No deduction from your refund
Apologize for the inconvenience!

Contact Us Immediately:

Email: [support@vitalogent.com]
Phone: [Your Phone Number]
Subject: "Wrong Item Shipped - Order #[ORDER NUMBER]"

Provide:

Order number
What you ordered vs. what you received
Photo of product received (showing label)
Whether product is opened or unopened

Resolution Options:

Option 1: Keep wrong item, receive refund, correct item ships free

Option 2: Return wrong item (prepaid label provided), correct item ships free

Option 3: Full refund if you no longer want the correct item

11.2 Customer Ordered Wrong Item

If You Ordered Wrong Product:

We understand mistakes happen!

You May Return Under Standard Policy:

60-day return window applies
Must be unopened for full refund
You pay return shipping
Order correct product separately

Tips to Avoid:

Double-check cart before checkout
Review order confirmation email immediately
Contact us quickly if you notice error (before shipping)

Can't Stop Shipment?

Once order ships, we typically can't intercept it
Standard return process applies upon delivery

12. Subscription Returns

12.1 Subscription Orders (if applicable)

If You Have Active Subscription:

Subscription orders follow the same return policy as one-time purchases, with some additional considerations:

Returning Subscription Shipments:

Each shipment can be returned within 60 days of delivery
Unopened products: full product refund (shipping not refunded)
Opened products: first shipment may qualify for First Product Guarantee

Canceling Subscriptions:

Cancel anytime in your account settings
Or contact [support@vitalogent.com]
Cancellation must be received at least [X] days before next scheduled shipment
Products already shipped cannot be cancelled but can be returned

Refunds for Subscription Charges:

Refunds processed per standard policy
Each shipment treated as separate order for return purposes
Subscription discounts remain valid on returned shipments

Subscription Modifications:

Change frequency anytime
Skip shipments if needed
Modify products in subscription

12.2 Auto-Ship Programs

First Shipment Returns:

First Product Money-Back Guarantee applies to first auto-ship order (if you're a new customer)

Subsequent Shipment Returns:

Standard 60-Day Guarantee applies
Unopened products: full product refund
Original shipping not refunded

Pausing vs. Canceling:

Pause: Temporarily stop shipments (no returns needed)
Cancel: End subscription permanently
Either option available in account settings

13. International Returns

13.1 International Return Policy

Important Considerations for International Customers:

International returns are more complex and expensive than domestic returns. Please carefully consider before returning.

Return Eligibility:

Same 60-day window applies
Same condition requirements
First Product Money-Back Guarantee still available (first-time customers)

Shipping Challenges:

You pay return shipping (typically $20-$100+ depending on country)
Return shipping often costs more than refund
Must use trackable international shipping
Customs documentation required
Allow 2-4 weeks for return transit
Risk of package being held in customs

13.2 International Return Process

Before Returning:

Contact Us First: Email [returns@vitalogent.com]
- Explain situation
- We may offer alternative solutions (partial refund, store credit)
- Get return authorization
Calculate Costs:
- Get shipping quotes from carriers
- Compare to refund amount
- Decide if return is worth the cost
Consider Alternatives:
- Partial refund without returning product
- Store credit for future purchase
- Donate product locally

If Proceeding with Return:

Use international tracked shipping (DHL, FedEx, UPS)
Complete customs forms accurately
- Value: Actual product value
- Description: "Returned dietary supplements - no commercial value"
Keep all customs documentation
Email tracking number to us

Return Address: [Your Return Address]
United States

13.3 International Customs and Duties

Important:

We cannot pay or reimburse customs duties on returns
Return shipments may be subject to duties/taxes in your country
Customs may delay or hold return packages
We are not responsible for customs issues

Recommendations:

Mark package clearly as "RETURNED GOODS"
Include copy of original commercial invoice
Declare accurate value

13.4 International Refunds

Refund Currency:

Refunded in original currency charged (usually USD)
Exchange rate at time of refund may differ from purchase
Bank may charge foreign transaction fees (not refunded by us)

Processing Time:

Same timeline as domestic returns (10-30 business days)
Plus international shipping time (2-4 weeks)
Total: 6-10 weeks possible

13.5 Country-Specific Restrictions

Some Countries:

Prohibit or restrict import of dietary supplements
May seize or destroy packages
May not allow returns of health products

Check Local Laws:

Verify dietary supplements can be legally returned from your country
We are not responsible if customs seizes return package

14. Refusal of Delivery

14.1 Refusing Package at Delivery

If You Refuse Delivery:

Sometimes customers refuse packages when delivered by carrier. Here's what happens:

Immediate Effects:

Package returns to us automatically
No need to contact us separately (but appreciated)
You will receive refund once package arrives back

Refund Details:

Product cost: Refunded in full
Original shipping cost: NOT refunded
Return shipping cost: Deducted from refund (carrier charges us)

Example:

Order Total:                      $50.00
Original Shipping Charged:         $8.00
Your Total Paid:                  $58.00

Minus Original Shipping:          -$8.00
Minus Return Shipping Cost:       -$8.00
Your Refund:                      $42.00

Processing Time:

Package must reach our facility (7-14 days)
Standard refund timeline applies (5-10 business days after receipt)

14.2 Valid Reasons to Refuse

Acceptable Reasons:

Package is visibly damaged
You no longer want the products
You ordered by mistake
Delivery took too long

14.3 Better Alternatives

Instead of Refusing Delivery:

Option 1: Contact us before delivery

If you want to cancel, email us immediately
We may be able to stop shipment
Saves return shipping costs

Option 2: Accept delivery and return normally

Allows inspection of products
Follows standard return process
More control over timing

Option 3: Donate unopened products

If shipping costs exceed refund value
Donate to local food bank or shelter
Contact us for partial refund/store credit

Refusing delivery costs you money in deducted return shipping fees.

15. Exceptions and Special Circumstances

15.1 Natural Disasters and Emergencies

If affected by natural disaster or emergency:

Contact us to discuss your situation
We may extend return window
May waive certain requirements
May offer alternative solutions
Your safety comes first

Examples:

Hurricanes, earthquakes, floods
Power outages preventing timely returns
Postal service disruptions
Personal emergencies

15.2 Military Deployment

Active Military Personnel:

If you're deployed or stationed overseas:

Extended return windows may be available
Special accommodations for APO/FPO addresses
Contact us before deployment if you have concerns
We support our service members

15.3 Medical Situations

If experiencing medical issue potentially related to product:

Stop using product immediately and:

Seek medical attention if necessary
Contact us at [support@vitalogent.com]
We'll arrange immediate refund or replacement
Report to FDA MedWatch: 1-800-FDA-1088
We may follow up for adverse event reporting (FDA requirement)

Your health is our priority - special consideration given to health-related returns.

15.4 Subscription Order Issues

Charged for Unwanted Subscription Shipment:

If charged in error or after cancellation request
Full refund of charge
Product return not required (or prepaid label provided)
Immediate investigation and correction

15.5 Promotional Issues

If Promotion Didn't Apply Correctly:

Contact us within 7 days of order
We'll issue refund for overcharged amount
No need to return products
Promotion must have been valid at time of order

15.6 Website Errors

Pricing or Information Errors:

If clear website error (e.g., product listed at $0.01)
We reserve right to cancel order
Full refund issued
No obligation to honor erroneous prices

Technical Issues:

If technical glitch caused incorrect order
Contact us immediately
We'll work with you to resolve

16. Contact Us

16.1 Returns Department

For All Return Requests:

Email: [returns@vitalogent.com]
Subject Line: "Return Request - Order #[YOUR ORDER NUMBER]"

Phone: [Your Phone Number]
Hours: [Your Business Hours and Time Zone]

Response Time:

Email: Within 1-2 business days
Phone: Immediate during business hours

16.2 Customer Service

For General Questions:

Email: [support@vitalogent.com]
Phone: [Your Phone Number]
Live Chat: [If available] www.vitalogent.com

We Can Help With:

Return status updates
Return Authorization requests
Refund status inquiries
Product questions
Order issues

16.3 Quality Concerns

For Defective or Quality Issues:

Email: [quality@vitalogent.com]
Phone: [Your Phone Number]

Always Include:

Photos of product and label
Lot number and expiration date
Description of issue
Order number

16.4 Mailing Address

Return Products To: (Only after receiving Return Authorization)