Refund policy
VitaSleep Returns and Cancellation Policy
Return Policy
Is it possible to return my order? Yes, this is possible. If you are not satisfied with the items you have ordered, you have the option to return them within 100 days of receipt.
In this case, the order must meet the following conditions:
- The order must include all the appropriate parts and components, and the packaging must be in the same condition as it was upon arrival.
- Only normal handling of the product is acceptable; breakage due to careless handling is excluded.
- Products for which hygiene is important must be thoroughly cleaned before the return process begins.
- The product must be found to be defective immediately upon receipt.
- GroundingFlow is entitled to charge the customer for shipping costs.
- A return will be processed within 7 working days and, if the conditions are met, officially acknowledged within this period.
We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.
How can I return my order?
If your order meets the above conditions, follow these steps to initiate the returns process:
- Send an email to: infovitasleep@gmail.com.
- Make sure the email contains the following information:
- Order number
- Reason for the return request
- Photo of the product in case of breakage
- First name + last name of the customer
- Address of the customer
We will then contact you and provide you with the return address. Never send the return to the sender—we will send you the correct address after you have contacted us. You, the customer, are responsible for the shipping costs of returning the product.
Cancellation Policy
The consumer has a right of withdrawal in accordance with the following provision if the consumer is a natural person who enters into a legal transaction for purposes that are not predominantly related to his or her commercial or professional activity:
A. CANCELLATION CONDITIONS
Right of Cancellation The cancellation period is 14 days from the day on which you or a third party named by you, who is not the carrier, has received or accepted the last goods.
As we work with a fully automated system, orders are executed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery. Cancellation is only possible after you have received the goods and returned them to us.
To exercise your right of withdrawal, you must inform VitaSleep by means of a clear declaration (e.g., by e-mail) of your decision to withdraw from this contract. The withdrawal process is completed once we have received the returned goods. The cost of returning the goods shall be borne by the buyer.
Record for Shipments in Transit As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. Of course, you can inform us in advance about your cancellation.
To guarantee the fastest possible return, we ask you to send us a shipping confirmation.
Consequences of Withdrawal If you withdraw from this contract, we must refund all payments we have received from you, with the exception of delivery costs (including additional costs incurred if you chose a delivery method other than our standard delivery), without delay and at the latest within 14 days of the day on which we receive notification of your withdrawal and the returned goods.
For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you. In no case will you be charged for this repayment.
Additional Notes
- ALL RETURNS WILL BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER'S EXPENSE.
- GroundingFlow offers a 100-day guarantee for customer satisfaction. For more details, please visit our website at Vitasleep.co.nz.
Please Note: We do not offer free returns; charges apply.