Refund policy

Returns at a glance

  • Request window: Within 14 days after delivery for eligible website purchases.
  • Before shipping back: Contact us for return authorization and instructions.
  • Change of mind: You pay return shipping. Any prepaid-label charge is disclosed before the label is issued.
  • Confirmed defects, shipping damage or our error: We cover reasonable approved return shipping costs.
  • Restocking: No standard restocking fee; condition-related deductions may apply as described below.

Opening the box alone does not rule out a return; the product-condition requirements below still apply. A regular promotional price alone does not make an item Final Sale. Items marked Final Sale before purchase are excluded from customer-preference returns.

VitalWalk Return & Refund Policy

This policy applies to products purchased directly from vitalseris.com. Products purchased through Amazon or another retailer must be returned through the original sales channel and are subject to that channel's return policy. VitalWalk warranty support remains available according to our Manufacturer's Limited Warranty.

14-Day Return Window

You may request a return within 14 days after delivery. A return request must be submitted before the 14-day period expires.

To be eligible for a standard return, the product must be in the same condition in which it was received, with no unreasonable signs of use or customer-caused damage. All original parts, accessories, manuals, and promotional gifts must be included. The original packaging should be retained and used whenever reasonably possible. A receipt or other valid proof of purchase is required.

How to Request a Return

Contact vital@vitalseris.com and provide:

  • Your order number and the email address used for the order;
  • The product and reason for the return;
  • Photos or video of the product and packaging, if requested;
  • Your current contact information.

If the return is approved, VitalWalk will provide a Return Authorization and instructions for the correct return location. Do not ship a product back without authorization. Unauthorized returns may be refused and are not eligible for reimbursement of shipping costs.

Return Shipping Costs

Customer-Preference Returns

If the return is requested because the product is no longer wanted, was ordered by mistake, does not fit the customer's preference, or for another reason not caused by a product defect or VitalWalk error, the customer is responsible for the return shipping cost. Original shipping or delivery charges, if any, are non-refundable.

VitalWalk may offer a prepaid return label. If so, the actual return shipping charge will be disclosed before the label is issued and deducted from the refund. Customers who arrange their own authorized return should use a trackable and insured shipping service. The customer is responsible for loss or damage during customer-arranged return transportation.

VitalWalk does not charge a standard restocking fee.

Damaged, Defective, or Incorrect Products

Please inspect the order promptly after delivery. If the product arrives damaged, defective, incomplete, or different from the item ordered, contact us as soon as possible and preferably within 7 days. We may request photos or video of the product, shipping carton, labels, and damaged area so that we can verify the issue and provide the appropriate solution.

When the issue is confirmed to have been caused by a covered defect, shipping damage, or a VitalWalk fulfillment error, VitalWalk will cover reasonable approved return shipping costs and provide replacement parts, a replacement product, a refund, or another appropriate remedy.

Return Condition and Possible Deductions

Returned products are inspected after arrival. A reasonable deduction may be made if the returned product has customer-caused damage, excessive signs of use, missing parts, missing accessories or promotional gifts, or damage resulting from inadequate customer-arranged packaging. Any proposed deduction will be based on the actual loss in value and communicated after inspection.

A return may be refused if the product is materially different from the approved return, has been intentionally damaged, or cannot be safely transported because return instructions were not followed.

Refunds

Once the return has been received and inspected, we will notify you whether the refund is approved. Approved refunds will be issued to the original payment method, less any previously disclosed return shipping charge or applicable condition deduction.

VitalWalk generally initiates an approved refund within 3–5 business days after inspection. Your bank, card issuer, or payment provider may require additional time to post the funds to your account. If more than 10 business days have passed after VitalWalk confirms that the refund was issued, contact vital@vitalseris.com.

Order Cancellation

An order may be canceled for a full refund if the cancellation request is received before the order has entered shipping processing. Once an order has shipped, it must follow the authorized return process above, and customer-preference return shipping charges may apply.

Exchanges

For customer-preference exchanges, the fastest method is usually to return the eligible product and place a new order. For confirmed defects, shipping damage, missing items, or incorrect products, VitalWalk may provide replacement parts or a replacement product without requiring a separate new order.

Non-Returnable Items

The following are not eligible for customer-preference returns: gift cards; items clearly marked “Final Sale” before purchase; installed or used replacement parts; used lubricants or consumable maintenance products; and customized products. These restrictions do not limit remedies available for products that arrive defective, damaged, or incorrect.

Amazon and Other Sales Channels

For an Amazon order, initiate the return through the Amazon order page and contact service@vitalseris.com for product troubleshooting or warranty support. For another authorized retailer, follow that retailer's return process and include the retailer and order information when requesting VitalWalk warranty support.

Questions

For vitalseris.com return and refund questions, contact vital@vitalseris.com.