Refund Policy
Effective Date: 7/22/24
1. Order Processing & Cancellations
All orders are fulfilled at a very high pace to ensure fast delivery.
You have a 10-minute grace period after placing your order to request a cancellation.
To cancel within this window, please email sales@vitaprima.com immediately.
After 10 minutes, your order will likely already be processed and cannot be canceled. In this case, you will need to wait until the product is delivered and then request a return label in accordance with our return policy.
2. Returns
- Unused and in the same condition that you received it.
- In the original packaging.
- Accompanied by the receipt or proof of purchase.
30-Day Money-Back Guarantee
We stand by the quality of our products and want you to feel confident trying them. That’s why we offer a 30-day money-back guarantee.
If you’re not satisfied with your results, reach out to our team at sales@vitaprima.com within 30 days of delivery. We’ll guide you through a brief feedback process so we can understand what didn’t work for you and how we can improve.
Please note:
- This policy applies to first-time orders only.
- Refunds are processed after we receive and review your completed feedback.
Important: Reaching out to support does not automatically guarantee a refund. You must complete the feedback process to qualify.
Missing Items & Packing Verification Policy
At Vita Prima, every order is carefully prepared and verified before leaving our facility.
For quality control, each item is checked and photographed prior to being placed inside the box to ensure order accuracy.
If you believe an item is missing or there is an error with your order, please follow the steps below so we can assist you promptly:
How to Report a Missing Item or Error
Email us at sales@vitaprima.com
Include:
- A clear photo of the opened box showing all contents
- Your order number
- A List of the missing item(s) or error(s)
Timeframe to Report
- All missing items or packing errors must be reported within 3 days of delivery confirmation
- Requests submitted after this timeframe cannot be honored — no exceptions
This policy allows us to review our internal packing verification and resolve genuine issues quickly and fairly. Claims submitted outside the stated window or without the required documentation may be declined.
Package Missing
Once scanned by the carrier, Vita Prima is not responsible for lost or stolen packages.
Customers are responsible for ensuring that all shipping information is entered correctly at checkout. Vita Prima is not liable for orders shipped to incorrect, incomplete, or outdated addresses provided by the customer.
Orders returned to us due to an incorrect address or failed delivery will be held once received and inspected by our warehouse. Our team will reach out to obtain updated shipping information before proceeding with reshipment. Additional shipping fees may apply.
If we are unable to reach the customer or do not receive a response within 14 days, the order will be returned to inventory and considered closed. The customer will need to place a new order.
My Order Says Delivered, But I Didn't Get It
In most cases, your package will arrive within 1 business day after the tracking shows "Delivered." There can be a short delay between the physical delivery and the tracking update. If it's been more than 2 business days, please email us at sales@vitaprima.com so we can help.
Subscription Policy
As a subscriber, you're receiving a discounted rate on monthly products. If you still have product left, you can skip the next shipment, pause, or completely cancel your subscription by login into your account.
To avoid receiving an order, you must cancel your subscription before it renews. Because our orders ship quickly—same day or next business day—we’re unable to cancel once the order has been processed.
If your order has already shipped, you’ll need to wait for it to arrive and then start a return process. Returned items must be unopened and in original condition to be eligible for a refund. Shipping fees are non-refundable.
3. Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item. We will then inform you of the status of your refund after inspection.
Because our products are packaged in glass, all returned items must be packed securely and with adequate protective materials to ensure safe delivery back to us. Any items that arrive damaged or broken due to insufficient or improper packaging will not be eligible for a refund.
If your return is approved, we will initiate a refund to your original method of payment. The time it takes for the refund to process may vary depending on your card issuer’s policies.
4. Shipping
Summer Shipping Notice:
Because our whipped tallow is made with 100% natural, unprocessed ingredients and contains no synthetic stabilizers or preservatives, it’s more sensitive to heat — especially during the summer months.
As a result, you may notice some softening or partial melting during transit. This is completely normal and does not affect the product’s quality or benefits.
To help preserve the whipped texture, we offer a Heat Protected Packaging option at checkout as of 6/10/2025. Once your order arrives, simply place it in a cool area or refrigerate briefly to restore consistency if needed.
5. Non-Returnable Items
- Perishable goods such as food or flowers
- Personal care items that have been opened
- Gift cards
- Downloadable software products
- Some health and personal care items
