General Policy

Due to the nature of food supplements and ingestible products, all Vitabears products are non-returnable and non-refundable once opened or used.

However, we are committed to assisting our customers and may offer a replacement or refund under valid conditions outlined below.

 

Eligible Cases for Refund or Replacement

We may approve a refund or replacement under the following conditions:

• Damaged product upon arrival (broken, leaking, or visibly damaged packaging)
• Wrong item received
• Missing items in the order
• Expired product received upon delivery
• Quality issues (unusual smell, taste, or appearance beyond normal variation)

 

Non-Eligible Cases

We do not accept returns or refunds for:

• Change of mind
• Opened or consumed products
• Results not meeting expectations
• Minor variations in color, taste, or texture (normal due to batch production)
• Incorrect orders placed by the customer

 

Timeframe for Claims

All concerns must be reported within 24–48 hours upon receiving the order.

Requests submitted beyond this timeframe may not be eligible.

 

Requirements for Claims

To process your request, please provide:

• Order number
• Clear photos or videos showing:
  • Product condition
  • Packaging (including shipping label)
  • The issue encountered

Incomplete documentation may delay or void the request.

 

Platform Orders (Shopee, TikTok Shop, Lazada)

For orders placed through Shopee, TikTok Shop, or Lazada:

• All return, refund, and dispute requests must be filed directly within the respective platform
• Customers must follow the platform’s official return/refund process and timelines
• Our team will review and respond within the platform system

We are unable to process refunds externally for orders made through these platforms.

 

Website Orders (Vitabears.ph)

For orders placed directly on our website, please contact us at:

Email: support@vitabears.ph
Subject: Return/Refund Request – [Order Number]

Our team will review your request within 1–3 business days.

 

Resolution Options

Approved claims may be resolved through:

• Replacement of the item
• Partial or full refund (if applicable)

The resolution will depend on the evaluation of the case.

 

Shipping Costs

• If the issue is verified to be our fault, we will cover the shipping cost for replacement
• Otherwise, shipping fees are non-refundable

 

Important Notes

• All products are sourced from authorized manufacturers and undergo quality checks
• Slight variations in product appearance may occur and are not considered defects
• Products are handled and stored following proper safety standards

 

Contact Us

For further assistance, you may reach us at:

Email: support@vitabears.ph
Location: Philippines