Refund policy

At Vitara, we want you to feel confident when shopping with us. If there is an issue with your order, please contact our customer support team and we will do our best to assist you.

Eligibility for Returns and Refunds

We accept refund or replacement requests in the following circumstances:

  • You received the wrong product.
  • Your order arrived damaged or defective.
  • Your order is missing an item.
  • The product you received is materially different from what was shown or described on our website.
  • Your order was damaged during delivery.
  • To be eligible, you must contact us within 3 days of receiving your order.

For health and safety reasons, we generally cannot accept returns of products that have been opened, used, or have had their seal broken, unless the product was defective, damaged, or incorrectly supplied.

Damaged or Defective Products

If your product arrives damaged, leaking, broken, contaminated, or otherwise defective, please contact us as soon as possible.

Please provide:

  • Your order number
  • A description of the issue
  • Clear photos or videos of the product and packaging
  • Photos of the shipping package, where applicable

We may ask you to retain the product and packaging while we investigate the issue.

If the claim is approved, we may offer you a replacement, store credit, or refund, depending on the circumstances.

Wrong or Missing Items

If you receive an incorrect product or an item is missing from your order, please contact us within 3 days of delivery.

After verification, we will arrange for the correct item to be sent to you or provide an appropriate refund or replacement.

Change of Mind

Because our products are health supplements and are intended for consumption, we generally do not accept returns or refunds simply because you have changed your mind, ordered the wrong product, no longer want the product, or do not like the taste.

This does not affect any rights you may have under applicable consumer protection laws.

Refunds

Once your refund request has been reviewed and approved, we will process the refund to the original payment method where possible.

The time required for the funds to appear in your account may depend on your payment provider or bank.

Depending on the circumstances, shipping fees may or may not be refundable.

Return Shipping

If a return is required because we sent the wrong product or the product arrived damaged or defective, we will provide instructions regarding the return and, where applicable, cover reasonable return shipping costs.

For other returns that we agree to accept, the customer may be responsible for the return shipping costs.

Please do not send products back without contacting us first, as we may be unable to process an unauthorized return.

Products Damaged After Delivery

We are unable to provide refunds or replacements for products that have been damaged due to improper storage, handling, misuse, or failure to follow the storage instructions provided with the product.

Please store supplements according to the instructions on the product packaging.

Refund Exceptions

We reserve the right to refuse a refund or replacement where:

  • The request is made outside the applicable return period.
  • The product has been opened or used, except where the product is defective, damaged, or incorrectly supplied.
  • There is insufficient evidence to verify the issue.
  • The product was damaged after delivery due to improper handling or storage.
  • The issue resulted from circumstances outside our reasonable control.

Nothing in this policy is intended to exclude or limit any rights or remedies that cannot legally be excluded under applicable law.

How to Request a Refund or Replacement

To request a refund or replacement, please contact us at:

Email: support@vitaraindonesia.com
WhatsApp: +62 852-1220-5018

Please include your order number and a description of the issue. Where applicable, please attach photos or videos showing the problem.

Our customer support team will review your request and let you know the next steps.

Contact Us

If you have any questions about our Refund & Return Policy, please contact us:

Vitara
Email: support@vitaraindonesia.com
WhatsApp: +62 852-1220-5018