Politique de remboursement
At SHOCK VITALIZE, we want you to feel confident when purchasing from us. If you are not satisfied with your purchase, you may request a return in accordance with the policy below.
14-Day Return Policy
We accept returns of eligible products within 14 days of delivery.
To request a return, please contact us at support@shockvitalize.com within 14 days of receiving your order.
To be eligible for a return:
- The product must be returned with all original accessories, components, manuals, and packaging.
- Proof of purchase or your order number is required.
- The product must not have been damaged through misuse, improper handling, unauthorized modification, or improper return packaging.
Please contact us before returning any product. Our customer support team will review your request and provide return instructions and the appropriate return address.
Do not send a return to an address shown on the package or website without first receiving return instructions from us. Unauthorized returns may not be accepted or may result in processing delays.
Returns Not Related to a Product Issue
If you request a return for a reason that is not related to a product defect, damage on arrival, an incorrect item, or another issue caused by SHOCK VITALIZE, you may still request a return within 14 days of delivery.
This includes reasons such as:
- Changed your mind
- Ordered the wrong product
- No longer need the product
- Personal preference
- Other non-product-related reasons
For these returns:
- The customer is responsible for all return shipping costs.
- Original shipping charges, if any, are non-refundable.
- The customer is responsible for properly packaging and safely returning the product to the return address provided by SHOCK VITALIZE.
- We recommend using a trackable and insured shipping service.
- SHOCK VITALIZE is not responsible for loss or damage that occurs during a customer-arranged return shipment.
The final refund amount will be determined after the returned product has been received and inspected.
Damaged, Defective, or Incorrect Products
Please inspect your order after delivery.
If you receive a product that is damaged on arrival, defective, or different from what you ordered, please contact us at support@shockvitalize.com as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Photos and/or videos showing the problem, when applicable
Our team may request additional information to help evaluate the issue.
If we confirm that the product was damaged on arrival, defective, or incorrectly supplied by SHOCK VITALIZE, we will provide an appropriate resolution, which may include a repair, replacement, or refund.
For an approved return resulting from a confirmed product defect, damage on arrival, or an incorrect item, SHOCK VITALIZE will be responsible for the return shipping cost.
We will provide return instructions and, where applicable, a prepaid return shipping label.
Returned Product Condition & Restocking Fee
All returned products will be inspected after they arrive at our return facility.
For a return that is not related to a confirmed product issue, the product should be returned in good condition with all original accessories, components, manuals, and packaging.
If the returned product is received in acceptable condition, no restocking fee will normally apply.
However, if inspection shows that the returned product has any of the following conditions, we may apply a reasonable restocking fee or deduction from the refund based on the condition of the returned product and the resulting loss in value:
- Physical damage that was not present when the product was delivered
- Excessive wear or signs of improper use
- Scratches, dents, cracks, stains, or other cosmetic damage
- Missing accessories, components, manuals, or original packaging
- Damage caused by improper return packaging
- Unauthorized modifications or repairs
- Other conditions that materially reduce the product's value
We do not automatically charge a restocking fee on every return.
If a restocking fee or refund deduction applies, we will notify you of the reason and the amount before the refund is finalized.
A restocking fee will not be charged for a confirmed product defect, an incorrect item sent by SHOCK VITALIZE, or damage that occurred before or during the original delivery to the customer.
Responsibility for Return Shipping Damage
For returns where the customer is responsible for arranging return shipping, the customer is also responsible for packaging the product securely to prevent damage during transit.
We recommend:
- Using the original protective packaging whenever possible
- Securing the device and all accessories inside the package
- Using a trackable shipping service
- Purchasing shipping insurance for higher-value products
If a product is damaged during a customer-arranged return shipment due to inadequate packaging or handling during transit, the resulting loss in value may be deducted from the refund after inspection.
Promotional and Sale Items
Products purchased during a promotion or with a discount code are generally eligible for the same 14-day return policy, unless they are clearly identified as Final Sale before purchase.
Refunds for promotional or discounted products will be based on the actual amount paid after discounts.
Products clearly marked as Final Sale are not eligible for change-of-mind returns, except where required by applicable law or where the product is defective, damaged on arrival, or incorrect.
Exchanges
We do not currently offer direct exchanges for standard change-of-mind returns.
If you would like a different product, you may return the original eligible product according to this policy and place a new order separately.
For defective, damaged-on-arrival, or incorrect products, please contact us before placing another order so our customer support team can provide the appropriate resolution.
How to Request a Return
- Contact support@shockvitalize.com within 14 days of delivery.
- Provide your order number, product name, and reason for the return.
- If there is a product issue, include photos or videos when applicable.
- Wait for our customer support team to review your request and provide return instructions.
- Securely package the product with all accessories and components.
- Ship the product to the return address provided by our customer support team.
- Keep your return tracking information until your return has been processed.
Returns are handled by mail. We currently do not accept in-person returns.
Refunds
Once we receive your return, we will inspect the product and notify you of the refund status.
If the return is approved, the applicable refund will be issued to your original payment method.
For returns that are not related to a product issue:
- The customer is responsible for return shipping costs.
- Original shipping charges, if any, are non-refundable.
- Any applicable restocking fee or deduction based on the returned product's condition may be deducted from the refund.
For confirmed defective, damaged-on-arrival, or incorrect products:
- SHOCK VITALIZE will cover the approved return shipping cost.
- No restocking fee will apply for the confirmed product issue.
Approved refunds are generally processed within 10 business days after the returned product has been received and inspected.
Your bank, credit card company, or payment provider may require additional processing time before the refund appears in your account.
If more than 15 business days have passed since we approved your refund, please contact us at support@shockvitalize.com.
European Union – 14-Day Right of Withdrawal
If your order is delivered to a country where the European Union's statutory right of withdrawal applies, you generally have the right to withdraw from your purchase within 14 days of receiving the goods, without providing a reason, subject to applicable exceptions.
Unless otherwise required by applicable law, customers are responsible for the direct cost of returning goods when exercising a change-of-mind or right-of-withdrawal return.
Customers may inspect a product only as reasonably necessary to determine its nature, characteristics, and functioning.
If a returned product has been handled beyond what is reasonably necessary and its value has been reduced, SHOCK VITALIZE may make an appropriate deduction from the refund to reflect that loss in value, where permitted by applicable law.
Nothing in this policy limits any mandatory consumer rights available under applicable local law.
Order Cancellations
If you need to cancel an order, please contact support@shockvitalize.com as soon as possible.
We will make reasonable efforts to cancel your order before it is processed or shipped.
If the order has already been shipped, it may no longer be possible to cancel it. You may request a return after delivery according to this policy.
Contact Us
If you have any questions about a return or refund, please contact us:
SHOCK VITALIZE
Operated by HK BRIGHTSTART LIMITED
Email: support@shockvitalize.com
Phone: +852 5734 5424
Our customer support team will provide the appropriate return address after your return request has been reviewed. Return addresses may vary depending on the customer's location and the fulfillment warehouse handling the return.