Refund policy

At Vital Gear LLC, we are dedicated to providing you with high-quality fitness and recovery equipment to support your active lifestyle. We understand that sometimes a purchase may not be exactly what you need. Therefore, we offer a 30-day return window for most items, subject to the conditions outlined below. Please read this policy carefully.

30-Day Return Window:

You may request a return for most items within 30 days from the date of delivery.

Conditions for Returns:

To be eligible for a return, your fitness and recovery equipment must meet the following conditions:

  • New and Unused: The item must be in its original, unused, and resalable condition, showing no signs of wear, use, assembly, or damage. This includes any protective films or packaging that have not been removed.
  • Original Packaging: All original packaging, including boxes, inserts, protective materials, manuals, tools, and any included accessories, must be intact and included with the return.
  • Tags and Labels Attached: All original tags, labels, and stickers must still be attached to the product.
  • Clean and Hygienic: For items that come into direct contact with the body (e.g., resistance bands, foam rollers, massage balls), they must be clean and free from any signs of use or bodily fluids.

Exclusions - Items Not Eligible for Return (Unless Damaged or Defective Upon Arrival):

The following items have specific return restrictions or may not be eligible for return due to hygiene and safety reasons or supplier policies. These exceptions will also be clearly stated on the product page where applicable:

  • Personalized or Custom-Made Equipment: Products specifically created to your specifications.
  • Hygiene-Related Products: For health and safety reasons, the following items are generally not eligible for return if the packaging has been opened or the item has been used. This includes, but may not be limited to:
    • Massage Tools (massage guns, handheld massagers, massage balls, foam rollers, etc.)
    • Resistance Bands
    • Items with direct and prolonged skin contact
    • Other items where hygiene is a significant concern.
    While these items are generally non-returnable once opened or used, returns may be considered on a case-by-case basis under exceptional circumstances at the sole discretion of Vital Gear.
  • Final Sale or Clearance Items: Items clearly marked as "Final Sale" or "Clearance" at the time of purchase are not eligible for return except in cases of damage or defect upon arrival.
  • Dumbbells and Barbells: Returns may not be eligible if there are signs of significant use, damage (beyond minor cosmetic flaws), or if they are not returned in their original packaging (if applicable).

Important Note Regarding Hygiene:

For the health and safety of all our customers, items that come into direct and prolonged contact with the skin, such as massage tools and resistance bands, are typically not eligible for return once their original packaging has been opened or the item has been used. This policy is in place to prevent the potential spread of bacteria and ensure the integrity of our products. While exceptions may be considered in rare circumstances, please carefully consider your selection before purchasing these items and contact our customer support team with any questions. 

Initiating a Return:

  1. Contact Us: To initiate a return, please contact our customer support team within 30 days of delivery via email at support@myvitalgear.com. Please include your order number, the name of the item(s) you wish to return, and the reason for the return. For larger equipment, please also mention this in your initial communication.
  2. Return Authorization (RA) and Instructions: Our customer support team will review your request and, if the return is approved, provide you with a Return Authorization (RA) number and specific instructions on how and where to return the item(s). Please do not ship any items back to us or the supplier without receiving a valid RA number and instructions. For larger fitness equipment, special return shipping arrangements may be necessary.
  3. Packaging: Securely package the item(s) to prevent damage during transit. Use the original packaging if possible, especially for larger or more fragile equipment. Include all original components and the packing slip or a copy of your order confirmation. Clearly write the RA number on the outside of the package as instructed.
  4. Shipping: You will be responsible for the return shipping costs for returns due to a change of mind (e.g., didn't fit in your space, decided you didn't need it, etc.). We recommend using a trackable and insured shipping method, especially for more expensive equipment, as Vital Gear is not responsible for lost or damaged return packages without proper tracking and insurance.

Returns for Damaged, Defective, or Incorrect Items:

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery with clear photographic or video evidence of the issue. For larger damaged items, please do not discard the packaging as it may be required for the return process. We will work with our suppliers to determine the best course of action, which may include a full refund, replacement (if available), or providing a prepaid return shipping label for the return of the incorrect or damaged item.

Refund Process:

  • Inspection: Once your returned item is received and inspected by us or our supplier to ensure it meets our return conditions, we will notify you of the approval or rejection of your refund. For larger equipment, this inspection process may take slightly longer.
  • Refund Issuance: If your return is approved, a refund will be processed to your original payment method within 5-7 business days. Please note that it may take additional time for your bank or credit card company to process the refund and for the funds to appear in your account.
  • Shipping Costs: For change-of-mind returns, the original shipping costs paid at the time of purchase are generally non-refundable.
  • Restocking Fees (Applicable to Change of Mind Returns): For returns due to a change of mind (e.g., wrong size, didn't fit in your space, decided you didn't need it, etc.), Vital Gear reserves the right to charge a restocking fee. The restocking fee may be up to 30% of the purchase price, depending on the specific product and its condition upon return. Factors that may influence the restocking fee include:
    • The condition of the returned item, including any signs of wear or damage.
    • Whether all original packaging and accessories are included and in resalable condition.
    • The cost incurred by Vital Gear or our suppliers in processing the return and restocking the item, particularly for larger or more specialized fitness equipment.

The specific restocking fee, if any, will be clearly communicated to you during the Return Authorization (RA) process after we have assessed your return request. Restocking fees will not be applied to returns of damaged, defective, or incorrect items.

Exchanges:

Due to the complexities of e-commerce and varying supplier inventory, direct exchanges may not always be possible. If you wish to exchange an item, please follow the return process for the original item (if eligible) and place a new order for the desired item.

Important Notes:

  • As an e-commerce business specializing in fitness and recovery equipment, the return process for larger or heavier items may involve specific instructions from our suppliers. We appreciate your patience and cooperation in these situations.
  • Please carefully review product descriptions, specifications, and dimensions before placing your order to ensure the equipment meets your needs and fits your space. Contact our customer support team if you have any questions about a product before purchasing.
  • Vital Gear reserves the right to refuse returns that do not meet our policy requirements.
  • This return policy applies only to purchases made directly from [Your Website].
  • Our return policy may be updated from time to time. Please refer to the latest version posted on our website.

Contact Us:

If you have any questions about our Returns and Refunds Policy, please contact us at support@myvitalgear.com or 214-267-9118.