Vitalize Terpene Spray Payment Refund & Return Policies

Vitalize Terpene Spray Payment Refund & Return Policies

Vitalize products are canned fresh using the Just-In-Time method for each order to ensure freshness and accuracy of every order.

We test the spray to ensure that each item(s) is in perfect condition in terms of shape, spray quality and scent. 

This is the Vitalize Difference.

PAYMENTS

- We accept Visa, Mastercard, Amex, and Discover CC payments. 

- NOTE: BILLING & SHIPPING ADDRESS MUST MATCH. We appreciate your understanding.

• DISTRIBUTORS: please contact an Account Manager at info@vitalizeterpspray.com to get started.

1. Refund / Order Cancellation

Customers have 24 hours from the time the order is placed to cancel the order and if the order is not shipped out yet. We do not charge restocking fees in this case. 

Refund will be processed in 5-7 business days on average in the U.S. and can take up to 10-14 days internationally.

2. Protocol on Package Review & Damaged Products 

• Please check the contents of the package as soon as possible; ideally when the delivery personnel is present. 
• In the case of damage during transport; take photos of the damaged product(s) and maintain the record. 
• Customers have 24 hours from the time the delivery is confirmed to place a Damaged Order Case. Cases are not accepted after this time window. 
• In such cases; please start a case by contacting us at info@vitalizeterpspray.com with the Subject: "Damaged Order Request" and include the ORDER#, photo(s) and whatever relevant information in the body of the email.
  
• A Vitalize Team member will confirm Request receipt and advise you in the next steps / options. 
• Options are usually case by case depending on the damage, liable party and location of the order, but on average; replacement of the item or return for refund are presented with the shipping / fulfillment at the cost of the customer. 

3. Lost or Stolen Goods 

• Upon customer's reporting of Lost packages by the Carrier; Vitalize Terpene Spray will take necessary measure up until package is marked as delivered by the carrier (with photo confirmation when possible).
• Once marked as delivered by the carrier, and the package becomes stolen; it is strongly recommended that the customer file a claim with the Carrier as well as  reporting to the local police as soon as customer becomes aware of the theft. Vitalize is unable to provide a refund in this case. 

4. Wholesale / Distributor Cases

Please contact info@vitalizeterpspray.com with the same information requested in Section 2 or contact your Account Director to start the case and discuss the remedy.