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Refunds & Returns

We stand behind every batch we ship. Here’s how we make things right when something goes wrong.

Short version: Damaged in transit, lost in shipping, or fails purity verification — we replace or refund. Buyer’s remorse on opened or unsealed vials — we don’t.

1. Eligibility

You may request a refund or replacement if any of the following applies:

  • Damaged in transit — vials arrived broken, cracked, leaking, or with damaged seals.
  • Lost shipment — tracking shows no movement for 14+ business days within the EU.
  • Quality failure — product fails to match specifications stated on the COA, verified by an accredited third-party laboratory at your expense (we reimburse if confirmed).
  • Wrong item shipped — you received a different compound, dosage, or quantity than ordered.

2. Time limits

  • Damage claims: 48 hours from delivery, with photos.
  • Lost shipments: from day 14 after dispatch.
  • Quality concerns: 30 days from delivery, with third-party lab results.
  • Wrong-item claims: 7 days from delivery.

3. What is NOT eligible

  • Vials that have been opened, reconstituted, or had their seals broken.
  • Products stored outside the conditions stated on the COA.
  • Change of mind after dispatch.
  • Orders refused or returned by customs in jurisdictions where the buyer is responsible for confirming legality.
  • Carrier delays under 7 business days.

4. How to file a claim

Email help@vitalyxshop.com with:

  • Your order number
  • The reason for the claim
  • Clear photos (damage / wrong-item)
  • Tracking information (lost shipments)
  • Lab analysis (quality claims)

We respond within 2 business days. Most damage and wrong-item claims are resolved within a week.

5. Resolution options

Once a claim is approved, you choose between:

  • Replacement — we ship the same item again at no extra cost.
  • Refund — issued to your original payment method within 5–10 business days. Crypto refunds use the original currency and amount.

6. Disputes

If we cannot agree on resolution, the laws of the Netherlands apply, without prejudice to mandatory consumer-protection rules in your country of residence.

Last updated: April 2026