Return and exchange

Our policy is 30 days. If 30 days have passed since your purchase (payment date), unfortunately we cannot offer you a refund or exchange and subject to the details and exclusions below. Please also note that all returns are subject to a restocking fee of 10% of the paid price of the returned items.

NB: Items purchased online cannot be refunded at the clinic. Please be sure to follow the refund procedures listed below.

To be eligible for a return, your item must be unused, unopened, with the security seal intact, and in the same condition that 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 goods are exempt from being returned. Personal care merchandise such as body and/or face brushes cannot be returned or exchanged.

Other non-refundable/exchangeable items:

  • Gift cards.
  • Books as well as downloadable documents.
  • Bock and catheter.
  • All products in the "Care & Beauty" category.
  • Downloadable Products.
  • Probiotics.
  • Vitamine C liposomale.
  • Kits (Purification Set): Included products cannot be returned or refunded individually. Note however that you can return the 'kit' as a whole only if you have paid the full price (no web promo).
  • All products purchased during 'Flash Sale', discounts or web promo.
  • All products not displayed on the online store at boutique.vitacru.com.
  • All purchases made by resellers.

IMPORTANT :
PLEASE NOTE THAT IF YOU RETURN PRODUCTS THAT DO NOT COMPLY WITH THESE RETURN POLICIES, THESE RULES WILL APPLY:

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.

Note that in the event that you do not pick up your products before the expiry of this period, these same products will simply be destroyed.

Returns (if applicable)
You must - first - obtain a WRITTEN Return Authorization (RMA) from us BEFORE sending anything back to us or 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 back in a box and make sure to wrap them 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 to avoid any problems.

Send us by email once completed the tracking number that Canada Post (or any other transport company of your choice) will give you.

Refunds (if applicable)
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment.

All other products that do not meet the return criteria (if applicable) 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 pick up your products before the expiry of this period, these same products will simply be destroyed.

Refunds: deadlines (if applicable)
If you don't see the refund amount on your online credit card account, contact your credit card to validate 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 reimbursements on your online profile. If you have done all of this and still have not received your refund after these 10 business days following our refund notice, please contact us at info@vitacru.com or by phone.

Sale Items (if applicable)
Only regular priced items can be refunded, unfortunately items purchased on sale cannot be refunded or exchanged.

Exchanges (if applicable)
We only replace products and/or items if they are faulty or damaged. If you need to exchange it, please follow the procedures explained in the "Returns" section above.

Gifts
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 giver had the order shipped to themselves to give to you later, we will send a refund to the giver and they will be notified of your return .

 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 paying your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of the return will be deducted from your refund.

If you are shipping an item over $75, you should consider using a trackable shipping service and insurance for loss or damage. In addition, we strongly recommend that you require a delivery signature to avoid any problems.

For the protection and security of our customers, no exceptions will be made to these policies. Thank you for your understanding.