Return & Refund Policy

Last updated: April 16, 2026

At Vitality Lab, we are committed to providing quality men’s wellness products and a clear shopping experience for every customer. Because our products may include wellness supplements, intimate wellness products, personal care items, consumable products, sealed products, or hygiene-sensitive items, please review this policy carefully before placing an order.

By placing an order on our website, you acknowledge that you have read and agreed to the terms below.

1. General Policy

We accept return, refund, replacement, or cancellation requests only in accordance with the conditions described in this policy.

Due to the nature of men’s wellness, intimate wellness, personal care, and consumable products, not all products are eligible for return, exchange, or refund.

For health, hygiene, and safety reasons, opened, used, damaged, tampered-with, or unsealed products are generally not eligible for return or refund unless the issue was caused by our confirmed error.

We strongly encourage customers to carefully review all order details before submitting payment, including but not limited to:

  • Product type

  • Quantity

  • Size or package option

  • Flavor, formula, or variant, if applicable

  • Bundle selection

  • Subscription or one-time purchase option

  • Shipping address

  • Contact information

  • Order total

  • Discount code usage

2. Order Cancellation Policy

2.1 Cancellation Before Processing

Orders may be canceled within 12 hours after payment is successfully placed, provided that:

  • The order has not started processing

  • The order has not been packed

  • The order has not been transferred to fulfillment

  • Shipping arrangements have not started

  • The package has not been dispatched

If the order is still in a pending or unprocessed state, we may approve the cancellation.

2.2 Cancellation After Processing Starts

Once any of the following has started, the order may no longer be canceled:

  • Order processing

  • Inventory allocation

  • Packing

  • Fulfillment preparation

  • Shipment booking

  • Dispatch preparation

  • Carrier pickup

Because we work to process orders quickly, cancellation is not guaranteed once an order has been submitted.

2.3 How to Request Cancellation

To request a cancellation, please contact us as soon as possible at:

[email protected]

Please include:

  • Your order number

  • Your full name

  • The email address used for the order

  • The reason for cancellation

If your order is eligible, we will confirm the cancellation by email.

3. Standard Return Eligibility

For eligible non-opened products, a return may be considered only if all the following conditions are met:

  • The item is unused

  • The item is unopened

  • The item is sealed

  • The item is in original condition

  • The item is in original packaging

  • The safety seal, protective seal, or tamper-evident packaging is intact

  • The return request is submitted within 7 days of delivery

  • The return is approved by our support team before the item is sent back

Returns sent back without prior approval may be refused.

For hygiene and safety reasons, products that have been opened, used, unsealed, or tampered with are not eligible for return unless the product arrived damaged, defective, incorrect, or the issue was caused by our confirmed error.

4. Important Rules for Wellness, Intimate, and Consumable Products

This section is especially important.

4.1 Product Types Covered

For the purposes of this policy, wellness, intimate, and consumable products may include, but are not limited to:

  • Men’s wellness products

  • Vitality support products

  • Intimate wellness products

  • Stamina support products

  • Performance support products

  • Libido support products

  • Testosterone support products

  • Supplements

  • Capsules, tablets, gummies, powders, liquids, or similar consumable products

  • Personal care products

  • Hygiene-sensitive products

  • Bundles, kits, and multi-pack products

4.2 No Return for Personal Preference

Due to the nature of these products, returns and refunds are generally not available for reasons such as:

  • Change of mind

  • No longer wanting the product

  • Ordered by mistake

  • Wrong product selected by the customer

  • Wrong quantity selected by the customer

  • Wrong variant, flavor, size, or package option selected by the customer

  • Customer dislikes the taste, smell, texture, packaging, or product experience

  • Customer expected a different result

  • Customer did not read the product description, directions, ingredients, or usage information

  • Product is incompatible with the customer’s personal preference

  • Individual results differ from expectations

  • Minor packaging differences that do not affect product safety or normal use

  • Delayed delivery caused by carrier, customs, or address issues outside our control

Individual results may vary. Vitality Lab does not guarantee that every customer will experience the same results from any wellness product.

4.3 Customer Responsibility Before Purchase

The customer is responsible for reviewing all product information before placing an order.

This includes checking:

  • Product name

  • Product description

  • Ingredients or supplement facts, where available

  • Directions for use

  • Warning statements

  • Quantity

  • Variant or bundle option

  • Shipping address

  • Contact information

  • Any personal health considerations

If you have a medical condition, take medication, are under medical supervision, or have questions about whether a product is right for you, you should consult a qualified healthcare professional before use.

4.4 Packaging and Display Differences

Please note that product packaging, labels, colors, bottle design, or outer packaging may appear slightly different due to:

  • Product updates

  • Supplier updates

  • Manufacturing batch differences

  • Screen display settings

  • Lighting conditions

  • Photography differences

  • Packaging improvements

Such minor differences are considered normal and are not treated as defects if the product type and function remain consistent with the confirmed order.

5. When Products May Qualify for Refund or Replacement

Products may be eligible for a remedy only in limited cases, such as:

  • The item arrives damaged

  • The item arrives defective

  • The wrong item was sent

  • The package is missing an item due to our confirmed error

  • The product was materially different from the confirmed order due to our error

  • There is a clear manufacturing issue that affects normal use

In such cases, the customer must contact us within 7 days after delivery.

We may request:

  • Order number

  • Photos of the package

  • Photos of the shipping label

  • Photos or videos of the product

  • Photos showing the seal, damage, defect, or incorrect item

  • A detailed explanation of the issue

After review, we may offer one of the following solutions at our discretion:

  • Replacement

  • Reshipment

  • Partial refund

  • Full refund

  • Store credit

  • Another reasonable remedy

The remedy offered will depend on the nature and severity of the issue.

6. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, incorrect, or missing from your order, please notify us within 7 days of delivery.

Your email should include:

  • Order number

  • Full name

  • Detailed description of the problem

  • Clear photos of the outer packaging

  • Clear photos of the shipping label

  • Clear photos or videos of the item

  • Photos showing any damage, defect, seal issue, or error details

If we determine that the issue was caused by us, we may choose to:

  • Send a replacement item

  • Resend the correct item

  • Ship the missing item

  • Issue a partial refund

  • Issue a full refund

  • Offer store credit

We reserve the right to determine the appropriate solution based on the evidence provided.

7. Non-Returnable / Non-Refundable Items

The following items are generally not eligible for return, refund, or exchange unless they arrive damaged, defective, incorrect, or missing due to our confirmed error:

  • Opened products

  • Used products

  • Unsealed products

  • Products with broken safety seals

  • Products with tampered packaging

  • Consumable products

  • Supplements

  • Intimate wellness products

  • Personal care products

  • Hygiene-sensitive products

  • Bundles or kits with opened items

  • Clearance items

  • Final sale items

  • Promotional items

  • Gift cards

  • Free gifts

  • Items damaged by misuse, improper handling, or customer negligence

  • Items returned without approval

8. Return Authorization Requirement

Do not send any item back without contacting us first and receiving return instructions.

Unauthorized returns may be:

  • Refused

  • Delayed

  • Returned to sender

  • Deemed ineligible for refund

  • Lost in transit at the customer’s responsibility

If a return is approved, we will provide return instructions by email.

Products must be returned in the condition approved by our support team. If the returned item does not match the approved return condition, we may refuse the refund or adjust the refund amount.

9. Special Rules for Wellness and Intimate Products

Wellness, intimate wellness, personal care, and consumable products are subject to special return and refund rules due to health, hygiene, safety, and product integrity concerns.

Once a product has been opened, used, unsealed, or tampered with, it generally cannot be returned, exchanged, or refunded unless the issue is caused by our confirmed error.

Products are not eligible for return, refund, or exchange for customer-related reasons, including but not limited to:

  • The customer changes their mind after placing the order

  • The customer no longer wants the product

  • The customer selected the wrong product, size, flavor, quantity, bundle, or option

  • The customer expected a different result

  • The customer dislikes the taste, smell, texture, packaging, or experience

  • The customer did not read product directions, ingredients, warnings, or descriptions

  • The product was delivered correctly but the customer later decides it is not suitable

  • The customer used the product and was not satisfied with personal results

  • The customer’s personal health condition, medication, or preference makes the product unsuitable

Customers are responsible for carefully reviewing all product details before submitting the order.

A product may qualify for replacement, reshipment, partial refund, or full refund only if:

  • The item arrives damaged

  • The item has a clear manufacturing defect that affects normal use

  • The wrong item was sent

  • An item is missing due to our confirmed error

  • The product was materially different from the confirmed order due to our error

To request assistance for a product issue, the customer must contact us within 7 days of delivery and provide the order number, a detailed explanation of the issue, and clear photos or videos showing the product, packaging, shipping label, and the specific problem.

After reviewing the evidence, we will determine the appropriate solution at our discretion.

Unauthorized returns of wellness, intimate, consumable, or personal care products will not be accepted. Customers must contact us and receive written approval before sending any item back.

10. Return Shipping Costs

10.1 If the Problem Was Our Responsibility

If the return is due to our confirmed error, such as:

  • Wrong item sent

  • Defective item

  • Damaged item caused before delivery

  • Missing item due to our error

  • Confirmed fulfillment error

We may cover the reasonable return shipping cost, or we may choose another solution such as refund without return, replacement, reshipment, or store credit.

10.2 If the Return Is Customer-Based and Approved

If an eligible unopened item is approved for return for a reason not caused by us, the customer is responsible for:

  • Return shipping cost

  • Original shipping cost

  • Any applicable handling or restocking charges

  • Any customs, duties, taxes, or import-related costs

Original shipping fees are generally non-refundable.

11. Refund Processing

Once a refund is approved, the refund will be issued to the original payment method used for the purchase unless otherwise agreed.

Please allow approximately 5 to 10 business days for the refund to appear, depending on your bank, card issuer, or payment provider.

Refund outcomes may include:

  • Full refund

  • Partial refund

  • Store credit

  • Replacement instead of refund

  • Reshipment instead of refund

The final solution depends on the product type, order condition, and issue involved.

12. Partial Refund Situations

In some cases, a partial refund may be issued instead of a full refund, including but not limited to:

  • Minor defect not affecting normal use

  • Minor shipping damage with product still usable

  • Partial issue affecting only part of the order

  • Customer accepts compensation instead of replacement

  • Customer keeps the product after agreeing to a partial refund arrangement

  • Missing item in a bundle where the remaining items were delivered correctly

13. Refused Delivery / Failed Delivery / Incorrect Address

Customers are responsible for entering a complete and accurate shipping address at checkout.

We are not responsible for delivery failure caused by:

  • Incorrect address

  • Incomplete address

  • Incorrect phone number

  • Failure to respond to carrier communication

  • Refusal to accept delivery

  • Failure to clear customs when required

  • Unclaimed package

  • Delivery restrictions at the destination

  • Carrier delivery delays outside our control

If a package is returned to us due to the above reasons, reshipping costs and handling costs may apply.

Refunds in such cases may be reduced by shipping, handling, fulfillment, and return-related charges.

If the order has already been processed, packed, shipped, or delivered to the address provided by the customer, the order may not be eligible for a full refund.

14. Customs, Duties, and Import Charges

For international orders, customs duties, VAT, import tax, brokerage fees, or related charges may be imposed by the destination country.

These charges are the responsibility of the customer unless otherwise explicitly stated on our website.

Refusal to pay customs charges does not automatically qualify the order for refund.

If an order is returned, delayed, refused, seized, or abandoned due to unpaid customs charges, import restrictions, or customer failure to cooperate with customs clearance, the order may be considered non-refundable.

Customers are responsible for ensuring that the products ordered are permitted for import into their destination country.

15. Chargebacks and Disputes

If there is an issue with your order, we encourage you to contact us first so we can try to resolve the matter fairly and efficiently.

Initiating a payment dispute or chargeback without first contacting us may delay the resolution process.

We reserve the right to provide order records, fulfillment records, shipping records, product records, communication records, tracking information, delivery evidence, and related documentation to the payment provider in response to any dispute.

16. Wellness Disclaimer

Vitality Lab products are intended to support general wellness routines.

Our products are not intended to diagnose, treat, cure, or prevent any disease.

Individual results may vary from person to person.

Customers should follow product directions and consult a qualified healthcare professional before use, especially if they have a medical condition, take medication, are under medical supervision, or have questions about whether a product is suitable for them.

17. Contact Information

If you need help regarding cancellation, return, refund, replacement, or an order issue, please contact us:

Vitality Lab Customer Support
Email: [email protected]
Phone: +1 231 374 9039
Website: https://vitalitylab.cc

Mailing Address:
Vitlity Labs LLC
18123 Biscayne Blvd #3021
Miami, FL 33165
United States