Refund policy
Refund Policy
Return Policy
At OurVitta, we want you to feel confident when shopping with us. For this reason, we offer a period of 60 calendar days from the date you receive your order to request a return, provided that the conditions set out in this policy are met.
Due to the intimate and personal nature of our products, we apply specific return conditions for hygiene, safety, and customer protection reasons.
The 60-day period refers to the time available to request a return and does not mean that any product can be returned regardless of its condition.
For a return to be accepted, the item must be in the same condition in which it was received, unused and without any signs of opening, handling, or use, and must retain its original packaging in suitable condition.
In particular, due to the intimate nature of our products, we cannot accept returns of items whose original packaging has been opened, handled, or shows signs of having been opened, or products that have been used, where applicable law permits this exclusion for hygiene reasons.
You will also need to provide your order number or proof of purchase.
To initiate a return, you must contact us in advance at:
Do not send any item before receiving authorization and the corresponding instructions from our team.
Returns sent without a prior return request may be rejected or may not be processed correctly.
Once your request has been reviewed, if it meets the applicable requirements, we will provide you with the relevant instructions on how and where to send the return.
The return address must not be used until it has been expressly provided by our team. For logistical reasons, the return address may vary and may not necessarily be the same as our business address.
Return Conditions
In order for a return to be accepted, the item must meet, among others, the following conditions:
- Be completely unused.
- Be in the same condition in which it was received.
- Retain its original packaging intact and in good condition.
- The packaging must not show any signs of opening, handling, deterioration, or alteration.
- The product must not show stains, odors, wear, damage, or any other signs of use.
- Include all accessories, components, manuals, and other items originally included with the product.
- Provide the order number or proof of purchase.
- Have a return request submitted in advance and receive the corresponding authorization.
Failure to meet any of these requirements may affect the acceptance of the return, to the extent permitted by applicable law.
Opened or Used Intimate Products
For hygiene and safety reasons, intimate products that have been opened, unsealed, handled, or used cannot be accepted for return when, due to their nature, they cannot be safely and hygienically resold and applicable law permits such an exclusion.
Opening or handling the original product packaging may be considered an indication that the item has been handled and may therefore prevent the return from being accepted where legally applicable.
This condition does not affect any legal rights that may apply to consumers in the event that a product is defective, damaged, or incorrect.
Return Shipping Costs
Except where the product is defective, arrives damaged, or we have sent an incorrect item, the customer is responsible for all shipping costs associated with the return.
Original shipping costs are also non-refundable, except where otherwise required by applicable law.
OurVitta will not necessarily provide a prepaid return shipping label for returns made at the customer's request.
If the return is due to a defective, damaged, or incorrect product, please contact us before sending anything so that we can assess the situation and provide the appropriate instructions.
Restocking Fee
For returns of unopened, unused items requested for reasons other than a defect, damage, or an incorrect shipment — for example, a change of mind — a restocking fee of 15% of the item's price may be deducted from your refund.
This restocking fee does not apply to returns made because the item is defective, arrives damaged, or is not what you ordered.
Return Process
To initiate a return, please email us at:
Your request must include:
- Order number.
- Name used when placing the order.
- Item you wish to return.
- Reason for the return.
- Photos of the product and packaging when requested by our team.
Our team will review the request and determine whether the item meets the necessary requirements to proceed with the return process.
Do not send the product until you have received our authorization and return instructions.
Once your request has been approved, you will receive the necessary instructions, including the applicable return address.
The customer must follow the instructions provided by our team exactly.
We recommend using a shipping service that provides a tracking number and proof of delivery. The customer is responsible for keeping this proof until the return has been processed.
OurVitta cannot be held responsible for packages sent without tracking or without proof that allows delivery to be verified.
Returns sent to an address other than the one provided by our team may experience delays in processing.
Damages and Issues
Please inspect your order as soon as you receive it.
If the item is defective, arrives damaged, or you received an item different from the one ordered, please contact us as soon as possible at:
To properly assess the issue, we may ask you to provide photos or videos of the product, packaging, and the defect or issue.
Do not send the product back until you have received instructions from our team.
Once the case has been assessed, we may provide the appropriate solution depending on the circumstances and applicable law, which may include a replacement, repair, refund, or another appropriate solution.
Products presenting an issue resulting from improper use, accident, improper handling, or normal wear and tear may be excluded from applicable coverage to the extent permitted by law.
Exceptions / Non-Returnable Items
Due to the nature of our products, certain items cannot be returned once they have been opened or used, where applicable law permits such an exclusion.
In particular, we do not accept returns of intimate products whose original packaging has been opened, handled, or shows signs of having been opened, nor products that have been used, for hygiene and safety reasons.
Returns may also be rejected for items that:
- Show signs of use or wear.
- Have stains, odors, or any other indication of use.
- Have been damaged after receipt.
- Do not retain their original packaging where such packaging is necessary to assess their condition.
- Do not include the original accessories or components.
- Have been modified or tampered with.
- Are sent without a prior return request.
- Cannot be properly identified as belonging to the relevant order.
Items purchased during certain promotions or sales may be subject to specific conditions stated at the time of purchase.
Promotional Bundles (Buy 2, Get 1 Free)
Our Buy 2, Get 1 Free offer applies automatically when 3 units are purchased together, with the third unit provided at no additional cost.
If you return part of an order placed under this promotion, the promotional discount will be recalculated based on the items you keep, and your refund will reflect the standard (non-promotional) price of those items. This may reduce the refund amount accordingly.
Gift cards are non-refundable, except where otherwise required by applicable law.
If you are unsure whether a particular item is eligible for return, please contact us before sending it.
Exchanges
We currently do not offer direct product exchanges.
If you wish to purchase a different product, the quickest option is to request a return of the original item, provided that it meets the conditions of this policy and is legally eligible for return, and then place a new order.
Placing a new order does not guarantee the availability, price, promotion, or discount applied to the original order.
14-Day Cooling-Off Period in the European Union
Without prejudice to our 60-day commercial return policy, if European Union consumer protection legislation applies to your purchase, you may have a legal right to cancel or withdraw from your purchase within 14 days, subject to the exceptions established by applicable law.
This period generally begins when the goods are received.
For intimate or hygiene products that have been unsealed or whose packaging has been opened, the right of withdrawal may be excluded where the goods are not suitable for return for health protection or hygiene reasons and the applicable legal requirements for such an exclusion are met.
Where the right of withdrawal applies, the product must be handled in accordance with the applicable legal requirements. The consumer may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, where provided by applicable law.
Nothing in this policy is intended to limit any statutory consumer rights applicable to you.
Refunds
Once the returned item has been received, our team will inspect the product and verify that it meets the return conditions established in this policy.
We will notify you once we have received and inspected your return and will inform you whether your refund has been approved or rejected.
If approved, the refund will generally be issued to the same payment method used for the original purchase, unless otherwise required by applicable law.
The refund will be processed within the legally required timeframe or, in the case of our 60-day commercial return policy, within a reasonable period after the return has been received and approved.
Please note that your bank, credit card company, or payment provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we confirmed that your refund was approved and you still have not received it, please contact us at: