Return & Refund Policy
Company Name: Suzhou Maisilian International Trade Co., Ltd.
Email: service@vitaroxy.com
At Vitaroxy™, we want every customer to feel confident when shopping with us. If your purchase does not meet your expectations, our Return & Refund Policy explains the process for requesting a return, replacement, or refund.
1. Return Requirements
We offer a 30-day return period, beginning from the date your order is delivered.
To qualify for a return, items must meet the following conditions:
✔ The product must be in its original condition
✔ The item must be unused and free from signs of wear or damage
✔ Original packaging and included accessories must be provided
✔ Proof of purchase or order information is required
Returns that do not meet these requirements may not be accepted.
2. How to Request a Return
To begin a return request, please contact our customer support team:
Email: service@vitaroxy.com
Please include your order details and a description of your request so we can assist you efficiently.
Once your return request is reviewed and approved:
✔ Return instructions will be provided
✔ Any required return shipping information will be shared
✔ The item should only be shipped after receiving return authorization
Please do not send products back before your return request has been approved.
3. Damaged, Defective, or Incorrect Orders
We carefully inspect products before shipment, but if your order arrives with an issue, please contact us as soon as possible.
If your item is:
✔ Damaged during delivery
✔ Defective upon arrival
✔ Different from the product you ordered
Please provide relevant details and photos if requested. Our team will review the situation and help provide an appropriate solution.
4. Items Not Eligible for Return
Some products cannot be returned due to safety, hygiene, or product-specific reasons, including:
- Items that have been used or altered
- Personal care products after use
- Customized or specially prepared items
- Products damaged due to improper handling
- Items without original packaging or required accessories
The following are also not eligible for return:
- Clearance or promotional sale items
- Gift cards
- Original shipping charges
If you are unsure whether your product qualifies, please contact us before submitting a return request.
5. Product Exchanges
If you would like to replace an item with another product, the recommended process is:
- Submit a return request for the original item
- Wait for return approval and inspection
- Place a new order for the replacement product
This helps ensure faster processing and availability of your preferred item.
6. Refund Process
After your returned item is received and inspected, we will send you an update regarding your refund status.
If your refund is approved:
✔ The payment will be returned to your original payment method
✔ Refund processing may take up to 10 business days
✔ Your bank or payment provider may require additional time before the funds appear in your account
If you have not received your refund after the expected processing period, please contact us:
Email: service@vitaroxy.com
7. International Return Information
For international orders, customers may be responsible for return shipping costs unless the item is confirmed to be defective, damaged, or incorrectly shipped.
Return instructions must be provided by the Vitaroxy™ customer service team before sending any package.
8. Return Authorization
To ensure your return is processed correctly, please contact us before shipping any item back.
Customer Support Email:
service@vitaroxy.com
Thank you for choosing Vitaroxy™.
We appreciate your trust and are committed to providing reliable products and a smooth shopping experience from purchase to after-sales support.