Refund policy
VITALYNLAB — RETURN & REFUND POLICY
1. Overview
At VitalynLab, your satisfaction matters. This Return & Refund Policy outlines your rights and our obligations regarding returns, refunds, and exchanges for Nattokinase health supplements purchased through our store. By completing a purchase with VitalynLab, you agree to the terms set out in this policy.
2. Eligibility for Returns
We accept return requests under the following conditions:
Eligible for return:
- The item arrived damaged or defective
- You received the wrong product
- The product is significantly not as described
- The item was lost in transit and never delivered
Not eligible for return:
- Change of mind after purchase
- Opened, used, or tampered products
- Requests made more than 30 days after confirmed delivery
- Dissatisfaction with results (individual results may vary for health supplements)
- Orders with an incorrect shipping address provided by the customer
3. Return Window
Return requests must be submitted within 30 days of your confirmed delivery date. We recommend retaining your order confirmation and tracking information until you are fully satisfied with your purchase.
4. How to Request a Return or Refund
- Email us at [your support email] with your order number, full name, and reason for the return.
- Attach clear photo or video evidence of the issue (required for damaged, defective, or incorrect items).
- Our team will review your request within 3–5 business days and respond with next steps.
- If approved, return shipping instructions will be provided where applicable.
- Once the return is received and inspected, your refund or replacement will be processed.
5. Refunds
Approved refunds will be issued to your original payment method within 5–10 business days. VitalynLab is not responsible for delays caused by your bank or payment provider.
In some cases, a partial refund may be issued at our discretion — for example, if only part of an order was affected.
Refunds will not be issued for:
- Shipping costs (unless the return is due to our error)
- Orders with an incorrect or incomplete shipping address provided by the customer
- Products returned without prior authorization from VitalynLab
6. Exchanges
We offer exchanges only for items that are defective, damaged upon arrival, or incorrect. Please contact us using the process in Section 4. Exchanges are subject to product availability.
7. Shipping & Delivery Times
VitalynLab fulfills orders through a third-party supplier based in China. Standard estimated shipping time is 7–10 business days from order confirmation. Delivery times may vary based on your location, customs processing, and other external factors outside our control. Delays caused by customs, public holidays, or carrier disruptions do not qualify as grounds for a refund unless the package is confirmed lost in transit.
8. Lost or Undelivered Packages
If your order has not arrived within 15 business days of your expected delivery window, please contact us immediately. If a package is confirmed lost, we will offer a full refund or replacement at no additional cost to you.
9. Chargebacks & Disputes
We ask that you contact us directly before initiating a chargeback or payment dispute with your bank. Most issues can be resolved quickly through our support team. Chargebacks initiated without prior contact may result in future orders being declined.
10. Consumer Protection & Merchant Responsibility
VitalynLab is the seller and merchant of record for all purchases made through our store. We are fully responsible for all aspects of your transaction, including refunds, returns, fulfillment, and any required legal disclosures. Shopify serves solely as our e-commerce platform and bears no responsibility for any aspect of your transaction with VitalynLab.
11. Contact Us
Brand: VitalynLab Email: [your support email] Address: [your business address] Phone: [your phone number] Business Hours: Monday – Friday, 9:00 AM – 5:00 PM
We aim to respond to all inquiries within 1–2 business days.
Important Supplier Disclosure: VitalynLab sources and fulfills all Nattokinase products through a third-party supplier based in China. Orders are shipped directly from our supplier. This disclosure is provided in accordance with applicable commerce regulations and our platform obligations.
This policy is subject to change. Please review this page periodically for updates.