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Refund and Return Policy

30 Day Refund and Return Policy

If you’re not fully satisfied with your purchase, we want to make it right. You may return most items for a refund, for any reason, within 30 days of receiving your order. You only need to pay for return shipping and any restocking fees (if applicable, see below.)

This Refund and Return Policy only applies to items returned in unused, uninstalled and undamaged condition. Items must not show any visual signs of wear. Items must not have been attempted to be installed. Any items which were assembled in any way are not eligible for return.

*Our 30-day return & refund policy is dependent on our manufacturers' policies. If our manufacturers' policies do not allow returns (or if the time period for returns is less than 30 days), this will be stated clearly on the products' webpage under the Warranty section. Our manufacturers have the ultimate discretion on accepting an item for return.

All refunds will be issued to the original form of payment within 10 business days from the time we receive your return. It may take up to 5-7 business days for the refund to reflect on your statement after it has been issued.

Cancellation Policy

Cancellation is completely free if you cancel before we have processed your payment. Refer to our Payment Policy for information on when we process payments.

If you cancel your order after we have processed your payment, but before your item(s) have been processed for shipment from our supplier’s facilities, we will issue a full refund minus a 5% cancellation fee (due to costs we incur from our payment processing company that are not refunded to us.)

However, if your items have already shipped you will be responsible for return shipping costs and any applicable restocking fees.

All refunds will be applied to the original form of payment.

Custom-made products are not eligible for cancellation, returns or refunds. All custom-made sales are final.

If you decide to cancel an order, please let us know as soon as possible by emailing us at support@vitalitysolutionsusa.com.

Returns

All products, unless noted in their product page descriptions, are eligible for return within 30 days of delivery. You are responsible for all return shipping costs and restocking fees.

To be eligible for a refund, items must be returned in unused, uninstalled and undamaged condition. Items must not show any visual signs of wear. Items must not have been attempted to be installed. If the items were installed, or an attempt to install them was made, they are not eligible for return.

Once returned items have been inspected and accepted, we will issue a refund to your original form of payment within 10 business days. It may take up to 5-7 business days for the refund to reflect on your statement after it has been issued.

If the returned items are verified to be unused, uninstalled and undamaged, we will issue you a full refund minus a 5% cancellation fee (due to costs we incur from our payment processing company which are not refunded to us) and any other applicable restocking fees.

If your purchase included free shipping we will refund you the full purchase price minus the shipping costs we incurred to deliver your item(s), and any other applicable cancellation and restocking fees.

Not all orders are eligible for return after they have been shipped. If the manufacturer of a brand we carry does not allow returns, we cannot offer refunds or returns for these products. This varies by brand. If a manufacturer does not allow returns, or if the manufacturer's return policy differs from our general return policy, this will be noted clearly on the product’s webpage under the Warranty section.

*All returns for Scandia products must be initiated within 14 days of delivery and will be subject to a 25% restocking fee. See our Scandia Refund, Return & Shipping Policy for full details.

Return Process

If you wish to return or exchange a product:

  1. Notify us in writing by email at support@vitalitysolutionsusa.com

  2. If your product is eligible for return we will send you a Return Merchandise Authorization (RMA) email with packing instructions, a return authorization number and a return address. Please do not ship your return before receiving a return authorization number*

  3. Securely pack your item(s) in their original packaging along with any requested paperwork noted in the packing instructions.

  4. Ship the package in the manner in which you received it. If your package arrived via UPS or FEDEX you may use these carriers. If your package arrived via LTL Freight, you will need to put the box on a pallet and schedule pickup and shipment with a freight carrier. We strongly recommend getting a tracking number and purchasing shipping insurance—we are not responsible for shipping related damages or lost items.

  5. We will notify you via email once the return is received, inspected and restocked at our suppliers’ warehouse.

  6. If the item is verified to be in unused, undamaged and uninstalled condition, we will process your refund and apply a credit to the original form of payment within 10 business days. It may take up to 5-7 business days for the refund to reflect on your statement.

If the product is received damaged or with visible signs of use, we will contact you to discuss any deductions to your refund amount.

*If an item is returned without prior authorization (i.e. receiving an RMA form), the item will be rejected and shipped back to the customer at the customer's expense. If the item cannot be returned to the customer, the customer will be charged storage fees ($10/day for packages, $100/day for pallets or crates.) If an item cannot be returned to the customer within 30 days, it will be considered abandoned merchandise and will be relinquished.

Exchanges

Exchanges are handled on a case-by-case basis. Please email us at support@vitalitysolutionsusa.com if you wish to exchange your product for something else.

Damaged Items

You are responsible for inspecting items upon delivery before signing the delivery receipt. If the items are damaged, do not sign the delivery receipt. Notify the delivery driver that you are refusing the shipment and call us immediately at (435) 215-9470.

It's important that you inspect all parts of the item(s) you ordered. You must open all received boxes and inspect products for concealed damage within 24 hours of delivery. 

Any damage that occurred during transit that was not visible at the time of delivery is considered concealed loss or damage.  If you discover the items have been damaged due to shipping after you have accepted the delivery, email us as soon as possible at support@vitalitysolutionsusa.com. Please include pictures of the damage along with a description. You may also include videos. If a claim is to be filed, it is important to save the packaging that the damaged merchandise arrived in. Please include pictures of the damaged packaging as well.

Damage, along with pictures and/or videos, must be reported within 24 hours of receiving the delivery.  If you sign the delivery receipt without noting any damages, and no concealed damage was reported in writing within 24 hours of delivery, you are acknowledging that all items were received in perfect condition.

Failure to inspect the products for concealed damage within 24 hours of delivery will prevent any damage claim and cause additional costs.

Almost all damage due to shipping does not require the product to be shipped back to us. Most issues can be resolved by sending replacement parts and/or kits. This will help to get you enjoying your purchase sooner, rather than having to wait for a full replacement to be shipped. If the item can be repaired with replacement parts and/or kits but you still wish to return the item, you will be responsible for return shipping costs and any applicable restocking fees. In the rare case that your item cannot be repaired, we will arrange for pick-up and replacement of your item.

If items have been damaged due to shipment, you are responsible for filing a claim with the freight or shipping company. However, we will assist you with your claim and advocate for its resolution on your behalf.

Warranty

All products come with a manufacturer’s warranty. Warranties do not cover damage from delivery. Warranties apply to quality of workmanship and/or defective parts. If an item was damaged upon arrival, and this was not reported within 30 days of arrival, this is not an eligible warranty claim.

For more information on manufacturer's warranties, refer to the Warranty section on each specific product's web page.

Restocking Fees

Restocking fees on products we carry are as follows:

25% Restocking Fee:

  • SaunaLife
  • Mr. Steam
  • ThermaSol
  • WaterDrop
  • Scandia (Returns must be initiated within 14 days of delivery)
  • Harvia
  • HUUM
  • Finnmark
  • Saunum
  • KOLO

Please Read The Following:

By making a purchase on VitalitySolutionsUSA.com, and from Vitality Solutions USA by any other means, you acknowledge the following in regards to our Refund and Return Policy:

  • I understand that products must be returned in unused, uninstalled and undamaged condition; otherwise a deduction to my refund may be applied.
  • I understand that if I attempt to install an item, the item will not be eligible for return.
  • I understand that if I do not cancel my order before my payment is processed, I will not receive a full refund.
  • I understand that if I do not cancel my order before shipment, I will be responsible for return shipping costs and any applicable restocking fee.
  • I understand that if my purchase includes free shipping, the shipping costs incurred by Vitality Solutions to deliver my order will be deducted from my refund amount.
  • I understand I must inspect all items upon delivery and report any damage (with pictures) to Vitality Solutions within 24 hours of delivery. I understand a failure to do so will prevent any damage claim.
  • I understand that estimated delivery dates on product webpages are estimates and may vary depending on factors outside of the control of Vitality Solutions.
  • I will not cancel my order or file a chargeback due to my order being delayed--or because the estimated delivery time turned out to be incorrect-- due to factors outside of the control of Vitality Solutions.

BY USING THIS WEBSITE, OR MAKING A PURCHASE WITH US BY ANY OTHER MEANS, YOU AGREE TO THE TERMS OF THIS REFUND AND RETURN POLICY. IF YOU DO NOT AGREE TO THESE TERMS, DO NOT USE THIS WEBSITE AND DO NOT MAKE A PURCHASE FROM VITALITY SOLUTIONS

Contact Us

We stand behind every product we sell and want you to be 100% satisfied with your purchase. We’re here for you every step of the way if you do need to make a return.

For any questions about this policy, or if you need to initiate a cancellation or return, give us a call at (435) 215-9470 or email us at support@vitalitysolutionsusa.com.