Return and exchange

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

NB: Items purchased online cannot under any circumstances be refunded at the clinic. Please make 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 in which you received it. It must also be in the original packaging, and you must be able to provide the original purchase invoice and/or the Clinic receipt.

Several types of merchandise are exempt from returns. Personal-care merchandise such as body and/or facial brushes cannot be returned or exchanged.

Other non-refundable / non-exchangeable items:

  • Gift cards.
  • Books and downloadable documents.
  • Bock and catheter.
  • All products in the "Care & Beauty" category.
  • Downloadable products.
  • Probiotics.
  • RAW Primal Defense.
  • Liposomal Vitamin C sachets.
  • UDO oil.
  • Herbal teas.
  • Kits (purification sets): the included products cannot be returned or refunded individually. However, please note that you may return the entire 'kit' only if you paid the full price (no web promotion).
  • All products purchased during a 'Flash Sale', at a discount, or through a web promotion.
  • All products not displayed in 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, THE FOLLOWING RULES WILL APPLY:

Your products/items will be kept in their original box at our clinic for a maximum period of 30 calendar days so that you (or your preferred shipping company) can retrieve your package and products.

Please note that if you do not come to collect your products before this deadline expires, these 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; otherwise, your return will simply be ignored. To receive your RMA, simply contact us to initiate the process.

STEPS TO FOLLOW (ONCE AN 'RMA' HAS BEEN PROVIDED TO YOU BY US)
Place the new products in a box and make sure to pack them individually and securely to prevent damage and/or breakage during transport;
Send these products to: Distribution Vitacru, 1442 Antoine Dalmas, Laval, QC, H7Y 2A7 — at your expense and with a tracking number. In addition, we strongly recommend requiring a delivery signature to avoid any problems.

Email us the tracking number provided to you by Canada Post (or any other shipping company of your choice) once completed.

Refunds (if applicable)
Once your return has been received and inspected, we will email you to inform you that we have indeed received your returned item. We will also inform you whether your refund has been approved or rejected.
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 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 applicable. Please note that if you do not come to collect your products before this deadline expires, these products will simply be destroyed.

Refunds: processing times (if applicable)
If you do not see the refund amount in your online credit-card account, contact your credit-card provider to verify it with them. Although we issue refunds without delay, the banks that issued your credit card require an average of 10 business days before posting refunds to your online account. If you have done all 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 telephone.

Sale 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 replace products and/or items only if they are defective or damaged. If you need to exchange an item, 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 sent to you by mail.

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 informed of your return.

 Return
To return your product, you must send it to:
Distribution Vitacru, 1442 Antoine Dalmas, Laval, QC, H7Y 2A7

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

If you are shipping an item worth more than $75, you should consider using a shipping service with tracking and insurance in case of loss or damage. In addition, we strongly recommend requiring a delivery signature to avoid any problems.

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