Refund policy

MyVitaria – Returns & Refunds Policy

1. Cooling-Off Period (Legal Right to Cancel)

In accordance with applicable consumer protection laws, you may cancel your order within 14 days of receiving it.

Returned items must be:

  • unused and unwashed,

  • undamaged,

  • in their original packaging with all tags attached.

Returns that do not meet these conditions may be refused.

2. How to Start a Return

Please email contact@myvitaria.com with:

  • your order number,

  • the items you wish to return,

  • the reason for the return.

We will provide the return address located in France along with full return instructions.

Items must be shipped back within 14 days following our confirmation.

Customers must keep valid proof of postage.
No refund can be issued without proof of return.

3. Return Shipping Costs

Customer-Paid Returns (standard cases)

Return shipping costs are entirely the responsibility of the customer for:

  • size issues,

  • change of mind,

  • ordering errors,

  • any reason not related to a product defect.

All returns must be sent back to our return address in France at the customer’s expense.

Return shipping fees are non-refundable in these situations.

MyVitaria-Paid Returns (limited exceptions)

Return costs are covered only if:

  • the item is faulty,

  • the item is incorrect,

  • the item arrived damaged,

AND photo or video proof is provided within 48 hours of delivery.

A prepaid return label may be issued only after validation by our support team.

4. Delivery Issues & Carrier Confirmation

MyVitaria relies on official carrier tracking data (GPS scans, delivery confirmation, delivery photos).

If the carrier marks the parcel as Delivered:

  • MyVitaria cannot refund or replace the parcel,

  • the customer must open a claim directly with the carrier,

  • assistance may be provided only if the carrier later confirms the parcel as Lost.

This policy follows standard e-commerce fraud prevention practices.

5. Refund Policy

Refunds are processed:

  • within 14 days after receiving and inspecting the returned item,

  • using the original payment method only.

Important:

  • Items must meet all return conditions.

  • Initial shipping fees are non-refundable unless MyVitaria is proven responsible for the issue.

6. Faulty or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please send clear photos or videos to:

contact@myvitaria.com

Once verified, we will offer:

  • a replacement,

  • an exchange,

  • or a refund, in accordance with applicable consumer protection laws.

 

6.1 Verification Requirements

To ensure a fair and consistent claims process, all requests related to faulty, damaged, or incorrect items must include the required verification elements.

Customers must provide:

  • A short video clearly showing the item
  • Clear photos of the front and back
  • A close-up of the issue or damaged area
  • A full view of the item laid flat

These elements must be sent to contact@myvitaria.com within 48 hours of delivery.

⚠️ Important:

  • Claims that do not include all required elements will not be reviewed
  • Incomplete submissions will be considered invalid
  • No refund, replacement, or exchange can be processed without full verification

This procedure applies to all customers and ensures a fair and consistent assessment process.

6.2 Mandatory Evidence for Product Claims

To protect both customers and MyVitaria against fraudulent or inaccurate claims, sufficient evidence must be provided before any refund, replacement, exchange, or compensation can be considered.

Depending on the nature of the claim, MyVitaria may request:

  • Photos of the front and back of the item
  • Photos of the product packaging
  • Close-up photos of the alleged defect
  • Photos showing the item laid flat
  • One or more videos clearly demonstrating the issue
  • Photos of shipping labels or order information
  • Additional supporting documents where necessary

MyVitaria reserves the right to request further evidence if the initial submission is insufficient to verify the claim.

Failure to provide the requested evidence may result in the claim being rejected.

6.3 Product Verification

Customers acknowledge that MyVitaria must be able to verify that the item involved in a claim is a genuine MyVitaria product and corresponds to the order placed.

If the submitted evidence does not allow verification of the product, order, defect, damage, or delivery issue, MyVitaria may refuse the claim until sufficient documentation is provided.

6.4 Delivery Disputes

For parcels marked as delivered by the carrier, customers may be required to provide:

  • Correspondence with the carrier
  • Claim reference numbers
  • Non-receipt declarations
  • Any documentation supplied by the carrier

MyVitaria reserves the right to rely on carrier-provided tracking information, GPS delivery scans, delivery photographs, and official carrier investigations when assessing delivery-related claims.

Refunds, replacements, or compensation related to delivery disputes may be withheld until the carrier's investigation has been completed.

7. When Returns May Be Refused

A return may be rejected if:

  • the item was worn, washed, or damaged by the customer,

  • hygiene items were unsealed,

  • tags or packaging are missing,

  • the return is outside the 14-day legal period,

  • return instructions were not followed.

8. Policy Updates

MyVitaria reserves the right to update this policy to comply with applicable laws and e-commerce standards.

By placing an order, the customer confirms having read and accepted this Returns & Refunds Policy.

Last updated: 19 February 2026