Refund policy

Return and Refund Policy

Effective Date: May 16, 2026

At Viter, your satisfaction matters. We offer a 30-day money-back guarantee on most items in addition to your statutory rights under applicable consumer protection law. This policy explains how returns and refunds work.

This Policy is issued by Viter — Denys Hryniuk, Synów Pułku 4/10, Warsaw, Poland ("Viter," "we," "us," or "our").

1. Return Window

You have 30 days from the date of delivery to request a return or refund. Requests made after 30 days cannot be accepted.

This 30-day return window is more generous than, and exists in addition to, the 14-day right of withdrawal available to consumers in the European Union under the Consumer Rights Directive — see Section 12 below.

2. Eligibility

To be eligible for a return, items must be:

Purchased directly from vitershop.com.
In their original condition, complete with all parts, collars, charging cables, manuals, and accessories.
Returned with proof of purchase (order number or order confirmation email).

For hygiene-sensitive items (products that come into direct contact with skin, hair, eyes, or the facial area — such as LED beauty masks, brush cleaners with used water reservoirs, hair tools, or skincare devices), returns are only accepted if the item is:

Unused and sealed in its original packaging, OR
Arrived damaged, defective, or incorrect.

3. Non-Returnable Items

The following items cannot be returned or refunded:

Used personal-care or hygiene-sensitive products (unless damaged or defective on arrival).
Items marked "Final Sale" or "Clearance."
Gift cards.
Items returned without prior authorization from our support team.
Items damaged after delivery due to misuse, accident, dropping, water damage from improper use, or normal wear and tear.

4. How to Start a Return

Email us at support@vitershop.com within 30 days of delivery with:
- Your order number.
- The item(s) you want to return.
- The reason for the return.
- Clear photos or a short video if the item is damaged, defective, or incorrect.
Our team will review your request within 1–2 business days. If approved, we will send you return instructions and the return address.

Please do not send items back without contacting us first. Returns received without authorization, or sent to an address that we did not provide, may not be processed.

5. Return Shipping

Damaged, defective, or incorrect items: We cover return shipping. We will either provide a prepaid label or reimburse your return shipping cost.
Change of mind or other personal reasons: The customer is responsible for return shipping costs. We strongly recommend using a tracked and insured service — we cannot be responsible for items lost or damaged in return transit.

6. Refunds

Once we receive and inspect your returned item, we will notify you of approval or rejection by email.

Approved refunds are issued to your original payment method within 5–10 business days of approval. Your bank or card issuer may take additional time to post the refund to your account.
Refunds cover the price of the returned item(s). Original shipping fees, if any, are non-refundable except where the return is due to our error, a defective product, or where statutory consumer law requires otherwise.
Partial refunds may apply to items returned in incomplete condition or with missing accessories.

7. Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with clear photos or a short video showing the issue and, where possible, the shipping label. We will replace the item at no extra cost or issue a full refund — your choice.

8. Exchanges

The fastest way to get a different item is to return the original (under this policy) and place a new order. If you would like a direct exchange of the same item (for damage or defect), contact us and we will arrange it.

9. Order Cancellations

Orders can be cancelled within 12 hours of placement, before they enter processing. After 12 hours, your order has likely already been packed or shipped and cannot be cancelled. You may still return the item once you receive it under this policy.

10. Late or Missing Refunds

If you have not received your refund within the timeframe above:

Check your bank account again.
Contact your credit card company — refunds can take time to officially post.
Contact your bank.
If you still have an issue, email us at support@vitershop.com.

11. EU / EEA Consumers — 14-Day Right of Withdrawal

If you are a consumer residing in the European Union or EEA, you have the right to withdraw from your purchase contract within 14 days of receiving your goods, without giving any reason, under the EU Consumer Rights Directive (Directive 2011/83/EU) as implemented in Polish law.

To exercise this right, send a clear statement to support@vitershop.com before the 14-day period expires (a simple email is sufficient).
You must return the goods to us within 14 days of notifying us of withdrawal.
We will reimburse all payments received, including standard delivery costs, no later than 14 days after we receive the returned goods or proof that you have sent them back, whichever is earlier.
The cost of return shipping is borne by the consumer unless the item is defective.
Reimbursement will be made using the same payment method you used for the original transaction.

The right of withdrawal does not apply to certain products, including but not limited to sealed personal-hygiene goods that have been unsealed after delivery (EU CRD Article 16).

12. EU Online Dispute Resolution (ODR)

If you are an EU consumer and we are unable to resolve a dispute amicably, you may submit it to the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr. Our contact email for this purpose is support@vitershop.com.

13. Statutory Rights

Nothing in this Policy affects your statutory rights as a consumer under applicable law (including, for EU consumers, rights under the EU Consumer Rights Directive and the Polish Civil Code; and for U.S. consumers, applicable state and federal consumer protection laws).