Refund policy

Returns and Refund Policy

At Vitance, our nutritional supplement products are prepared and packed with health, hygiene and product safety considerations in mind. Once an order has been dispatched, we do not accept returns or exchanges, except where the product is damaged, defective, incorrect or otherwise does not comply with the order.

Nothing in this policy limits any rights or remedies available to you under applicable Hong Kong law.

Order Cancellations

You may cancel your order at any time before it has been dispatched.

To cancel an order, please open the order details page through the link provided in your order confirmation email and follow the cancellation instructions.

Once an order has been dispatched, it can no longer be cancelled.

If a cancellation is successfully submitted before dispatch, the payment will be refunded to your original payment method.

Returns and Exchanges

For health, hygiene and product safety reasons, we do not accept returns or exchanges after an order has been dispatched.

This applies even where the product remains unopened or unused.

Exceptions may apply where:

the product arrives damaged;
the product is defective;
the product seal is broken or appears to have been tampered with upon delivery;
an item is missing;
you receive an incorrect item;
the product is expired upon delivery; or
the product otherwise does not match your confirmed order.

Damaged, Defective, Missing or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your order has any of the issues listed above, please contact us at hello@vitance.hk within 7 days of receiving your order.

Please provide:

your order number;
a description of the issue;
clear photographs or videos of the outer packaging and affected product; and
a photograph of the shipping label.

Please keep the affected products and all original packaging until we have completed our review.

Do not consume any product that appears damaged, opened, contaminated, expired or incorrectly supplied.

Resolutions

Once we have reviewed and confirmed the issue, we may, as appropriate:

replace the affected item;
resend a missing or incorrect item; or
issue a full or partial refund.

Where the issue is caused by Vitance, a confirmed product defect or damage during delivery, we will refund the affected product amount and the original delivery charge.

We may ask you to retain, dispose of or return the affected product depending on the nature of the issue. Any necessary instructions will be provided by our customer service team.

Non-returnable Items

Except where a product is damaged, defective, incorrect or otherwise does not comply with the order, we do not accept returns, exchanges or refunds for:

products that have already been dispatched;
opened or used products;
products with broken, removed or damaged seals after delivery;
products not stored in accordance with the stated storage instructions;
products damaged after delivery due to improper handling or storage;
complimentary products, samples or gifts; and
gift cards.

Refunds

We will notify you after reviewing your request and let you know whether the refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days.

The time required for the refund to appear in your account may vary depending on your bank, card issuer or payment service provider.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at hello@vitance.hk.

Delivery Failure and Incorrect Information

Customers are responsible for providing complete and accurate delivery information.

If an order cannot be delivered because the address, telephone number or other information provided by the customer is incomplete or incorrect, or because the customer fails to accept or collect the delivery, the order will not automatically qualify for a refund.

Any redelivery charges arising from incorrect customer information or a failed collection may be borne by the customer.