Returns / Refunds

Returns & Refunds Policy

At VitalVault, we want you to be completely satisfied with your wellness equipment purchase. Please review our returns and refunds policy below.

Return Policy Overview

Return Window: 30 days from delivery date
Condition Required: Unused, in original packaging with all accessories and documentation
Restocking Fee: May apply (see details below)

Eligible Returns

You may return items within 30 days of delivery if:

  • Product is unused and in original condition
  • All original packaging, accessories, and manuals are included
  • Product has not been installed or assembled (unless defective)
  • Return is initiated within the 30-day window

Non-Returnable Items

The following items cannot be returned:

  • Custom or special-order products
  • Products that have been used, installed, or assembled
  • Products with missing parts, accessories, or packaging
  • Clearance or final sale items
  • Products damaged due to misuse or improper installation

How to Initiate a Return

Step 1: Contact Us

Reach out to our customer service team within 30 days of delivery:

Phone: 1-800-VITAL-VAULT
Email: returns@vitalvault.com
Contact form

Step 2: Provide Information

Have ready:

  • Order number
  • Product name and model
  • Reason for return
  • Photos if product is damaged or defective

Step 3: Receive Return Authorization

Our team will review your request and provide:

  • Return Merchandise Authorization (RMA) number
  • Return shipping instructions
  • Prepaid shipping label (if applicable)

Step 4: Ship the Return

Package the item securely in original packaging and ship according to provided instructions.

Refund Process

Inspection & Processing

Once we receive your return:

  • Item will be inspected within 3-5 business days
  • Refund will be processed if item meets return criteria
  • You'll receive email confirmation of refund approval

Refund Timeline

Refunds are typically processed within:

  • 3-5 business days after inspection approval
  • Refund will be issued to original payment method
  • Allow 5-10 business days for refund to appear in your account

Refund Amount

Your refund will include:

  • Product purchase price
  • Less any applicable restocking fees
  • Original shipping charges are non-refundable unless product is defective

Restocking Fees

Restocking fees may apply as follows:

  • Standard Returns: 15-25% restocking fee
  • Large Equipment: Up to 25% restocking fee plus return shipping costs
  • Defective Products: No restocking fee
  • Wrong Item Shipped: No restocking fee

Return Shipping Costs

Customer-Initiated Returns

Customer is responsible for return shipping costs unless:

  • Product is defective or damaged upon arrival
  • Wrong item was shipped
  • Product does not match description

Defective or Damaged Products

VitalVault will provide prepaid return shipping label for defective or damaged items.

Damaged or Defective Products

Report Immediately

If your product arrives damaged or is found to be defective:

  • Contact us within 48 hours of delivery
  • Provide photos of damage or defect
  • Do not discard packaging materials

Resolution Options

We'll work with you to provide:

  • Replacement product at no charge
  • Repair or replacement parts
  • Full refund including shipping costs

Defective products may also be covered under warranty.

Exchanges

We do not offer direct exchanges. To exchange a product:

  1. Return the original item following our return process
  2. Place a new order for the desired product
  3. Once return is processed, refund will be issued

Cancelled Orders

Before Shipment

Orders can be cancelled before shipment for a full refund. Contact us immediately at 1-800-VITAL-VAULT.

After Shipment

Once shipped, standard return policy applies.

Commercial & Custom Orders

Special terms may apply to:

  • Custom-configured products
  • Bulk or commercial orders
  • Special-order items

Review your purchase agreement or contact us for details on commercial return policies.

Warranty vs. Returns

Returns are for unused products within 30 days of delivery. For issues after 30 days or with used products, please review our Warranty Policy.

Questions About Returns?

Phone: 1-800-VITAL-VAULT
Email: returns@vitalvault.com
Contact customer service

Related Policies

This policy was last updated on January 24, 2026. VitalVault reserves the right to update this policy at any time.