Our policy is 30 days. If 30 days have passed since your purchase, unfortunately we cannot offer you a refund or exchange.
NB: Items purchased online cannot be reimbursed in the clinic. Please be sure to follow the refund procedures listed below.
To be eligible for a return, your item must be unused and in the same condition as you received it. It must also be in the original packaging and you must be able to provide the original purchase invoice and / or receipt from the Clinic.
Several types of merchandise are exempt from being returned. Personal care goods such as body and / or face brushes cannot be returned or exchanged.
Other non-refundable / exchangeable items:
- Gift cards. li>
- Downloadable products.
- Kits (purification kit): the products included cannot be returned or reimbursed individually. Please note, however, that you can return the entire 'kit' without worry.
- All products purchased during the 'Flash Sale' or as a discount / promotion.
PLEASE NOTE THAT IF YOU RETURN PRODUCTS THAT DO NOT RESPECT THESE RETURN POLICIES, THESE RULES WILL BE APPLIED:
Your products / items will be kept in your original box, at our clinic , for a maximum period of 30 calendar days so that you (or your preferred transport company) can collect your package and your products.
Please note that in the event that you do not come to pick up your products before the expiration of this period, these same products will simply be destroyed.
Returns (if applicable)
You must - in the first place - obtain a WRITTEN Return Authorization (RMA) from us BEFORE returning anything to us otherwise your return will simply be ignored. To receive your RMA, simply contact us to initiate everything.
STEPS TO FOLLOW (ONCE AN 'RMA' HAS BEEN GIVEN TO YOU BY US)
Put the new products in a box and you make sure to wrap these individually to avoid damage and / or breakage related to transport;
Send these products to us at: Distribution Vitacru, 1442 Antoine Dalmas, Laval, QC, H7Y 2A7 - at your expense and with a tracking number. In addition, we strongly recommend that you require a delivery signature in order to avoid any problem.
Send us by email once you have completed the tracking number that Canada Post (or any other transport company of your choice) will give you back.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method.
All other products that do not meet return criteria ( if necessary) will be kept at our clinic for a maximum period of 30 calendar days so that you can collect these products if necessary. Note that in the event that you do not come to pick up your products before the expiration of this deadline, these same products will simply be destroyed.
Refunds: deadlines (if applicable)
If you do not not see the reimbursement amount on your online credit card account, contact the latter to confirm with them. Despite the fact that we reimburse without delay, the banks holding your credit card require an average of 10 working days before publishing the reimbursements on your profile online. If you have done all of this and you still have not received your refund after these 10 business days following our refund notice, please contact us at firstname.lastname@example.org or by phone.
Sales Items (if applicable)
Only regular priced items can be refunded, unfortunately, items purchased at a discount cannot be refunded or exchanged.
Exchanges (if applicable)
We do not replace products and / or articles only if they are defective or damaged. If you need to exchange it, please follow the procedures explained in the "Returns" section above.
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or the donor had the order shipped to themselves to give you later, we will send you a refund to the donor and he will be informed of your return.
To return your product, you must send your product to: Distribution Vitacru, 1442 Antoine Dalmas, Laval, QC, H7Y 2A7
You will be responsible for the payment of your shipping costs for the return of your item. Shipping costs are not refundable. If you receive a refund, the cost of return will be deducted from your refund.
If you are shipping an item over $ 75, you should consider using a tracking number shipping service as well as '' insurance in the event of loss or breakage. In addition, we strongly recommend that you require a delivery signature in order to avoid any problem.
As a protection and security measure for our customers, no exception will be made to these policies. Thank you for your understanding.