Refund Policy
Effective Date: 7/22/24
1. Order Processing & Cancellations
Orders are processed and fulfilled during business days (Monday through Friday, excluding holidays). Orders placed on weekends or holidays will begin processing on the next business day.
Orders are processed quickly to ensure fast fulfillment and 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 in accordance with our return policy.
2. Returns
If you decide a product is not right for you for reasons unrelated to product performance, you may request a return within 7 days of delivery.
To qualify for a standard return:
- Products must be unused, unopened, and in their original packaging.
- Return requests must be submitted within 7 days of the delivery date.
- Customers are responsible for return shipping costs.
- Original shipping charges are non-refundable.
The following concerns are considered change-of-mind returns and are not eligible for the 30-Day Money-Back Guarantee:
- Disliking the scent
- Preferring a different texture or consistency
- Ordering the wrong item
- Overlooking ingredients listed on the product page
- Purchasing by mistake
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.
To qualify for the 30-Day Money-Back Guarantee:
- The guarantee applies to first-time purchases only.
- Requests must be submitted within 30 days of the delivery date.
- Products may be opened and used.
- Customers must complete our feedback questionnaire as part of the refund process.
Important: Contacting support does not automatically guarantee a refund. Customers must complete the feedback process to qualify. Items sent back without prior approval will not be accepted.
After your refund request is approved, we will provide return instructions, if applicable.
Please note that the original shipping charges paid at checkout are non-refundable, including any expedited shipping fees selected during checkout.
Refunds will be processed after all requirements of the 30-Day Money-Back Guarantee have been satisfied, including completion of the feedback questionnaire and receipt and inspection of any required returned products.
Sample / Travel Size Products
Due to their lower cost and intended use as trial sizes, all sample and travel size products are final sale and not eligible for returns or refunds. We recommend starting with a sample/travel size to ensure the product is a good fit before purchasing a full-size.
Return Shipping Terms
Customers are responsible for return shipping costs unless the return is approved under our Money-Back Guarantee policy. For eligible Money-Back Guarantee claims, Vita Prima will provide a prepaid return shipping label.
For all other returns, the cost of the return shipping label will be deducted from the final refund amount.
Original shipping charges are non-refundable. If a refund is issued for a non-Money-Back Guarantee return, any applicable return shipping costs will also be deducted from the refund total.
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 and include:
- A clear photo of the opened box showing all contents, including packaging materials
- 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.
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.
Pump Issues
If your pump is not dispensing product or appears stuck, please contact us within 7 days of delivery.
Before requesting a replacement pump, please try the following:
- Hold the collar/base of the pump firmly while twisting the nozzle counterclockwise.
- If the pump does not release, try tightening the collar slightly before twisting the nozzle open again.
- Run the pump under warm water and attempt to open it again.
- Prime the pump several times after opening.
To help us diagnose the issue, customers must provide a short video showing the pump and the attempted troubleshooting steps.
If we determine the pump is defective, we will provide one complimentary replacement pump per order at no charge.
Replacement pumps are provided as a courtesy. Additional replacement requests for the same order may not be eligible for further replacements.
Damage after Delivery
Vita Prima is not responsible for products that are damaged, dropped, broken, or otherwise mishandled after successful delivery.
While we are unable to replace products damaged after delivery, customers are welcome to contact our support team.
We recommend using our silicone bottle sleeves and storing glass containers away from hard surfaces to help prevent accidental breakage.
Package Missing
Once a package has been accepted and scanned by the carrier, shipping timelines and delivery operations are outside of Vita Prima’s control.
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.
Returned to Sender
Orders returned to us due to an incorrect address, undeliverable destination, or failed delivery attempt will be held once received and inspected by our warehouse. Our team will reach out to the customer to either confirm updated shipping information for reshipment or offer the option of a refund. Additional shipping fees may apply for reshipment.
If the customer chooses a refund instead of reshipment, original shipping charges are non-refundable and will not be included in the refund amount.
If we are unable to reach the customer, or if no response is received within 14 days of delivery back to our facility, the order will be returned to inventory and considered closed. After this 14-day period, the order will no longer be eligible for a refund or reshipment, and 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 logging 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.
To view or manage your subscription, access our Customer Portal here.
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
Vita Prima processes and ships orders during business days only (Monday through Friday, excluding holidays). Orders placed after business hours, on weekends, or on holidays will begin processing on the next business day.
Shipping carriers operate on business days and delivery estimates provided by carriers may exclude weekends and holidays. Transit times may vary due to carrier operations and delays outside of our control.
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
- Gift cards
- Downloadable software products
- Sample/travel size products
- Sale items, unless defective or prohibited by law
6. Sale Items
Sale items are non-refundable unless defective or otherwise required by applicable law.
