Refund policy

TO START A RETURN OR EXCHANGE PLEASE USE CONTACT US AFTER REVIEWING THESE GUIDELINES

Refunds/Exchanges

Customer satisfaction is important to us. If your order arrives damaged, defective, incorrect, missing, or significantly delayed, please contact us and we will review the issue carefully. When approved, we may offer a replacement or refund based on the situation.

Order Refund Policy

At Viral Health & Fitness, customer satisfaction is important to us. If there is a problem with your order, such as a damaged item, missing item, incorrect product, or verified delivery issue, we will work with you to make it right. Depending on the situation, eligible orders may qualify for a replacement, or refund.  See the conditions below:

a. Order Delays

If an order shows no tracking information, remains pending or in transit, or expires beyond:

  • 60 days from the shipping date (Global)

  • 45 days (U.S. orders)

  • 110 days (Brazil orders)

Viral Health & Fitness may, at its discretion, resend the product or issue a refund.

b. Delivered Orders

Refunds or replacements will not be processed if tracking indicates the order was delivered.

If the package was not received, a non-delivery certification from the carrier or postal authority may be required.

c. Damaged Products

A full refund or replacement may be issued if items arrive damaged.

Claims must be reported within 30 days of delivery with valid photo or video evidence submitted to our support team.

Evidence should include clear images or videos demonstrating the defect and its impact on product functionality.

Please note: if the packaging is damaged but the product itself remains intact and functional, refunds will not be issued. Refunds apply only to damaged or defective products.

d. Incorrect or Missing Products

A full refund or replacement may be issued for incorrect or missing items.

Customers must provide photo or video evidence within the applicable timeframe.

Evidence should include:

  • Clear images of the received item

  • Original packaging

  • Shipping label

  • Description of the issue (incorrect size, color, SKU, missing item, etc.)

e. Order Cancellation

A full refund may be available if the order is canceled before processing or shipment.

Certain products, including Print-on-Demand or preorder items, cannot be canceled once payment has been processed.

f. Refund Eligibility Window

Refunds or replacements are only possible if payment was made within 90 days prior to the refund request.

Orders older than 90 days are automatically ineligible for refunds or replacements.

Defective or Incorrect Items

Defective Items

If you receive a defective product:

  1. Capture clear images or videos showing the issue.

  2. Contact our support team with your order information and evidence.

  3. Once verified, Viral Health & Fitness may offer:

    • A refund to the original payment method

    • A replacement product, if applicable

Returns are generally not required for defective items.

Wrong Items Delivered

If you receive an incorrect item:

  1. Provide images of the received product and original packaging.

  2. Include details about the issue (size, color, SKU, etc.).

  3. Submit the information through our customer support channels.

Once confirmed, refunds are typically processed within 5–10 business days to the original payment method.

Evidence Requirements

Refunds or replacements will only be issued if Viral Health & Fitness is responsible for the issue.

All required evidence, including photos, videos, or carrier documentation, must be provided to validate refund claims.

Refund requests that meet all eligibility requirements are typically reviewed within 24 hours. Depending on your bank or payment provider, refunded funds may take 5–10 business days to appear in your account.