Refund policy
Return & Refund Policy — 90-Day Money-Back Guarantee
Last updated: May 24, 2026
We stand behind Vitelia Dizzy Relief. If you've used it consistently and aren't feeling steadier, we want you to get your money back. This Return & Refund Policy explains how the 90-Day Money-Back Guarantee works, what it covers, and how to request a refund. It is part of our Terms of Service.
Vitelia Dizzy Relief is a topical wellness product intended to support steadiness and calm. Individual results vary. The guarantee below is a refund commitment — it is not a guarantee of any specific outcome.
Conditions of the 90-Day Money-Back Guarantee
To qualify for a refund under the 90-Day Money-Back Guarantee, all of the following must be true:
- Request submitted within 90 days of delivery. Requests received after the 90-day window do not qualify, no exceptions.
- Minimum 30 days of consistent use. You must have applied Vitelia behind the ear consistently during dizzy episodes, as directed, for at least 30 consecutive days. The guarantee covers customers who give the product a fair trial — not customers who tried it for a few days.
- Proof of use required. You must email us a photo of the empty (or substantially used) roll-on alongside your order number. For multi-bottle orders, we require photos of each bottle from the order.
- Original purchaser only. The refund request must come from the email address and shipping address on the original order. Resold, gifted, or transferred orders are not eligible.
- One guarantee claim per household. Customers who have previously received a refund under this guarantee are not eligible for additional refunds on future orders.
- No prior chargebacks or payment disputes. Customers who have filed a chargeback against Vitelia on any prior order are not eligible to use this guarantee.
If any condition is not met, your request does not qualify. We may, at our sole discretion, offer a partial refund, store credit, or replacement as a goodwill gesture — but this is not guaranteed.
How to request a refund
- Email support@tryvitelia.com with the subject line "Refund Request — [Your Order Number]".
- Include: your order number, photos of the empty or substantially used roll-on(s), the date you started using Vitelia, and a brief description of your experience.
- Our team will review your request within 5 business days. We may follow up with questions or suggestions before issuing a refund.
- If your return is approved, we will email you our warehouse return address along with shipping instructions. Our warehouse address is not published on our website, packaging, or anywhere else — it is provided only after your refund request has been reviewed and approved.
- Once we receive and verify your return, your refund will be processed within 10 business days to the original payment method.
Important: Do not ship returns to any address found on your shipping label, the outside of the package, our marketing materials, or any third-party source. Our shipping fulfillment address is not our returns address. Items shipped to any address other than the one we email you will not be received, processed, or refunded, and cannot be returned to you.
Items shipped back without prior written approval — even to the correct address — will not be processed or refunded, and will not be returned to the sender.
Return shipping is the customer's responsibility
The customer is responsible for all return shipping costs, including postage, packaging, insurance, tracking, and any customs or duty fees incurred during the return. Vitelia does not provide prepaid return labels and does not reimburse return shipping costs under any circumstances — including approved guarantee refunds.
We strongly recommend using a tracked, insured shipping service. Vitelia is not responsible for returns that are lost, damaged, stolen, or undelivered in transit. If a return does not arrive at our warehouse, no refund will be issued — regardless of carrier proof of postage. The risk of return shipping is borne entirely by the customer until the package is physically received and verified by our team.
The only exception is for damaged, defective, or incorrect items shipped by us (see "Damaged, defective, or wrong items" below). In those cases only, Vitelia will cover return shipping.
What the guarantee covers
The 90-Day Money-Back Guarantee refunds the product cost only. It does not cover:
- Original shipping fees
- Return shipping fees (always paid by the customer — see above)
- Handling, processing, or transaction fees
- Discounts, promotional codes, or bundle savings — refunds are calculated on the actual amount paid, not retail price
- Subscription orders beyond the first delivery (see Subscriptions section)
- Gift cards, sale items, or promotional giveaways
For multi-bottle orders, the guarantee applies to the value of one bottle — the brand promise covers giving Vitelia a fair trial, not stockpiled inventory. Unopened bottles from a multi-pack may be returned at the customer's expense for a prorated refund, less a 15% restocking fee.
Shipping, Delivery, and Risk of Loss
Once your order leaves our warehouse, it is in the hands of the shipping carrier. Vitelia is not responsible for any of the following:
- Incorrect shipping address. It is the customer's responsibility to provide a correct and complete address at checkout. Orders shipped to addresses provided by the customer are not eligible for free reshipment.
- Failed delivery or missed pickup. Packages held at carrier pickup points that are not collected within the carrier's retention window are not refundable.
- Lost or stolen packages after carrier confirmation of delivery. Once a carrier marks a package "Delivered," our delivery obligation is complete. Theft, porch piracy, or non-receipt claims must be resolved with the carrier.
- Carrier delays. All delivery times are estimates only. Vitelia is not liable for delays caused by carriers, weather, or events outside our control.
- Customs duties, taxes, or seizures. International customers are responsible for any customs, duties, VAT, or import fees. Packages refused at customs are not refundable.
- Refused packages. Refusing delivery without first contacting us is treated as an unauthorized return; no refund will be issued.
- Freight forwarders and third-party reshippers. Orders shipped to mail-forwarders or third-party reshippers are shipped at the customer's sole risk and are not eligible for refunds or replacements.
Subscriptions
Subscription orders must be cancelled at least 48 hours before the next scheduled ship date to avoid being charged. Once a subscription order has shipped, it is treated as a new order under this policy. Manage your subscription anytime through your account or by emailing support@tryvitelia.com. See our Subscription Policy for full subscription terms.
Damaged, defective, or wrong items
If your order arrives damaged, leaking, or incorrect, email us at support@tryvitelia.com within 7 days of delivery with a clear photo and your order number. We'll replace the item or refund you — your choice, and we'll cover return shipping if a return is required. Damage claims submitted after 7 days are not eligible.
Items not eligible for refund under any circumstance
- Gift cards, sale items, clearance items, or promotional giveaways
- Items returned without prior written approval, OR returned to any address other than the warehouse address we email you after approval
- Orders flagged for fraud, address mismatch, or suspicious activity
- Orders shipped to freight forwarders or third-party reshippers
- Orders where the customer has filed a payment dispute, chargeback, or bank reversal
- Orders abandoned at carrier pickup points or refused upon delivery
- Returns lost, damaged, or undelivered during return transit
Chargebacks and payment disputes
By purchasing from Vitelia, you agree to contact us at support@tryvitelia.com and use this refund process before filing any chargeback, dispute, or payment reversal with your bank or card issuer. Chargebacks filed without first contacting us will be contested by Vitelia as a violation of our Terms of Service. We retain full documentation of all orders, deliveries, and customer communications and will share these with your card issuer in the event of a dispute. Customers who file unjustified chargebacks may be blacklisted from future purchases.
European Union 14-day cooling-off period
If your order is shipped into the European Union, you have the right to cancel your order within 14 days of receipt. To exercise this right, items must be unopened, sealed, and in original packaging. The customer is responsible for return shipping. Refunds are issued to the original payment method within 14 days of receiving the returned item.
Refund timeline
Approved refunds are issued to the original payment method within 10 business days of approval. Your bank or card issuer may take an additional 3–10 business days to post the refund. If more than 15 business days have passed since approval and you haven't seen the refund, contact us at support@tryvitelia.com.
Health note
Vitelia Dizzy Relief is a topical wellness product and is not intended to diagnose, treat, cure, or prevent any disease or medical condition. If your dizziness is severe, sudden-onset, persistent, or accompanied by other symptoms, stop using Vitelia and consult a licensed healthcare provider. See our Terms of Service for the full health and safety disclaimer.
Questions?
Email us anytime at support@tryvitelia.com.