Refund policy

At VITALITY, every product is created as part of a considered skin ritual. For hygiene, safety, and quality reasons, our return policy depends on the type of product purchased.

THE REBALANCE SERUM

60-Day First-Time Buyer Guarantee

We formulated THE REBALANCE SERUM specifically for the biological changes of midlife skin. Because we believe in the formula, first-time customers are protected by our 60-Day Satisfaction Guarantee.

If, after consistent use, you do not experience meaningful improvements in skin comfort, hydration retention, or overall skin stability, please contact us within 60 days of receiving your order at customercare@vitalitybioskin.com.

This guarantee applies exclusively to first-time purchases of THE REBALANCE SERUM and may be used once per customer. Each request is reviewed individually by our Customer Care team.

14-Day Return Policy for Unopened Serum

For unopened serum, we offer a 14-day return policy. This means you have 14 days after receiving your item to request a return.

To be eligible for a return, the serum must be unused, unopened, sealed, and returned in its original packaging. You will also need the receipt or proof of purchase.

For returns made under the 14-day right of withdrawal, return shipping costs are the responsibility of the customer.

Due to hygiene and safety considerations, opened, used, or unsealed skincare products are not eligible for standard return, except where covered under the 60-Day First-Time Buyer Guarantee.

The serum is considered opened or unsealed if the original paper seal, security sticker, box closure, or protective packaging has been broken, removed, damaged, or is no longer intact as originally delivered, even if the product itself appears unused.

THE SILK COCOON REFINING RITUAL

We offer a 30-day return policy for THE SILK COCOON REFINING RITUAL. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, silk cocoons must be unused, unopened, and returned in their original packaging. You will also need the receipt or proof of purchase.

For returns made within the 30-day return period, return shipping costs are the responsibility of the customer.

For hygiene reasons, silk cocoons that have been opened, handled for use, used on the skin, or removed from their original protective packaging are not eligible for return.

THE RESTORATIVE SILK PILLOWCASE

We offer a 30-day return policy for THE RESTORATIVE SILK PILLOWCASE. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, the silk pillowcase must be unused, unwashed, unopened, and returned in its original packaging. You will also need the receipt or proof of purchase.

For returns made within the 30-day return period, return shipping costs are the responsibility of the customer.

For hygiene reasons, silk pillowcases that have been used, washed, slept on, stained, scented, damaged, or removed from their original protective packaging are not eligible for return.

Original Seal & Protective Packaging

For hygiene and safety reasons, VITALITY products are delivered with protective packaging and, where applicable, an original seal.

A product is considered opened or unsealed if the original paper seal, security sticker, box closure, or protective packaging has been broken, removed, damaged, or is no longer intact as originally delivered, even if the product itself appears unused.

Products that have been opened, used, or unsealed are not eligible for standard return, except where covered under the 60-Day First-Time Buyer Guarantee for THE REBALANCE SERUM.

Defective, Damaged or Incorrect Items

Please inspect your order upon receipt. If your item arrives defective, damaged, or incorrect, please contact us immediately at customercare@vitalitybioskin.com so that we can evaluate the issue and make it right.

If a return is approved due to a verified defect, damage, or fulfilment error, return shipping costs will be covered by VITALITY.

Initiating a Return

To start a return, please contact us at customercare@vitalitybioskin.com within the applicable return period:

• 60 days for first-time serum buyers under the Satisfaction Guarantee

• 14 days for unopened serum returns

• 30 days for THE SILK COCOON REFINING RITUAL and THE RESTORATIVE SILK PILLOWCASE

If your return request is approved, we will provide instructions on how and where to send your package.

Please note that return shipping costs are the responsibility of the customer, unless the return is approved due to a verified defect, damage, or fulfilment error. Items sent back to us without first requesting a return will not be accepted.

Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, refunds will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at customercare@vitalitybioskin.com.

Customer Care

For questions regarding returns, refunds, product use, or your order, please contact us at customercare@vitalitybioskin.com or via the contact form on our website.

We aim to respond to all enquiries within 48 hours.