Refund policy

Last updated: August 26, 2026

Vita Asana is operated by VITA ASANA SRL (“Vita Asana,” “we,” “us,” or “our”).

This Return and Refund Policy explains when products purchased directly through vita-asana.com may be returned, replaced, refunded, or considered for store credit.

Customers have 30 calendar days from confirmed delivery to submit a return request. The period begins on the date the carrier records the applicable product as delivered to the shipping address provided with the order.

This policy should be read together with our Shipping Policy, Payment Policy, Privacy Policy, and Terms of Service.

Nothing in this policy limits a consumer right or remedy that cannot lawfully be excluded or restricted.

Policy at a Glance

Return-request period: 30 calendar days from confirmed delivery
Standard return condition: Unused, unworn, unwashed, unassembled, uninstalled, complete, and in its original condition and packaging
Return method: By mail or approved carrier service after written return authorization
Return shipping deadline: Normally within 14 calendar days after authorization
Change-of-mind return shipping: Paid by the customer
Confirmed damaged, defective, incorrect, or incomplete product: Vita Asana provides a prepaid method or reimburses an approved reasonable return cost when a return is required
Standard restocking fee: None
Return inspection: Normally completed within 5–7 business days after the authorized facility receives the return
Refund timing: Approved refunds are initiated within seven business days after the return passes inspection
Refund method: Original payment method
Direct exchanges: Not offered
Return authorization: Required before sending any product
Non-standard or otherwise ineligible returns: Store credit or another resolution may be offered at Vita Asana’s discretion, but is not guaranteed

The complete eligibility conditions, limitations, and exceptions appear below.

1. Standard Return Eligibility

For a standard return caused by a change of mind, personal preference, ordering error, sizing concern, or another reason not caused by Vita Asana, all of the following conditions must be satisfied:

The return request is submitted within 30 calendar days after confirmed delivery.
The product was purchased directly through vita-asana.com.
The product is unused, unworn, unwashed, unassembled, uninstalled, unaltered, and in its original condition.
The product is returned in its original product packaging.
All accessories, components, cables, controls, attachments, manuals, documentation, and other originally supplied items are included.
The product and packaging do not show material wear, stains, odors, contamination, alteration, misuse, improper handling, or damage occurring after delivery.
Serial numbers, barcodes, identifying labels, product labels, and hygiene seals remain intact.
A valid Vita Asana order number or other acceptable proof of purchase is provided.
Vita Asana authorizes the return in writing before the product is shipped.
The product is sent to the return address and according to the instructions stated in the written authorization.

Opening the outer shipping carton solely to inspect the product does not automatically make it ineligible.

However, a change-of-mind return may be refused if the product has been assembled, installed, powered on, tested, used, worn, washed, altered, or placed in direct contact with the body.

Operating a product briefly, testing it once, or cleaning it after use does not restore it to unused condition.

Submitting a return request or receiving preliminary authorization does not guarantee a refund. Final eligibility is determined after the returned package has been received, identified, and inspected.

2. How to Request a Return

To start a return request, contact us through either of the following methods:

Email: contact@vita-asana.com
Online form: Contact Us

Please provide:

Your full name
Your order number
The email address used to place the order
The product you want to return
The reason for the return
Relevant photographs or video if reporting damage, a defect, an incorrect product, or missing components

We may request additional information reasonably necessary to:

Locate and verify the order
Confirm the product and its condition
Understand the reason for the request
Investigate a delivery or product issue
Prevent fraud or return abuse
Determine an appropriate resolution

Do not send a product until Vita Asana has provided written return authorization and shipping instructions.

3. Return Authorization and Shipping Deadline

If a return is approved, we will provide the applicable:

Written return authorization
Authorized return address
Packing instructions
Shipping instructions
Return reference or identifying information
Prepaid label or other approved return method when applicable

Unless we state a different period in writing, an authorized return must be handed to the applicable carrier within 14 calendar days after the authorization is issued.

An authorization may expire if the package is not shipped within the stated period. An expired authorization does not extend the original 30-day return-request period.

4. Return Method

Authorized returns are accepted by mail or approved carrier service only.

We do not accept:

In-person returns
Products personally delivered to a warehouse
Returns sent to our registered Romanian business address
Returns sent to an address found on an original shipping label or elsewhere online
Cash-on-delivery packages
Freight-collect packages
Packages requiring the receiving facility to pay charges upon delivery

The product must be sent to the exact address provided in the written return authorization.

The correct return address may differ from the address shown on the original shipping label because orders can be dispatched through different authorized fulfillment partners.

5. Return Shipping Costs

Change-of-Mind Returns

The customer is responsible for arranging and paying return shipping when the reason is:

Change of mind
Personal preference
Ordering error
Sizing concern
Accurately disclosed incompatibility
No longer needing or wanting the product
Another reason not caused by Vita Asana

Return shipping costs depend on the carrier, package dimensions, weight, shipping distance, tracking or signature services, and the type of product being returned.

Vita Asana does not charge a standard restocking fee.

We strongly recommend using a reliable, trackable shipping service. The customer remains responsible for a customer-arranged return until the carrier records it as delivered to the authorized return facility.

Vita Asana is not responsible for a customer-arranged return that is:

Lost in transit
Sent to an incorrect or unauthorized address
Shipped without sufficient postage
Refused because payment is required upon delivery
Damaged because of inadequate packaging
Not identifiable because the required order information was omitted

Keep the carrier receipt and tracking information until the return and refund process is complete.

Returns Caused by a Confirmed Vita Asana Error

When we confirm that a return is required because a product:

Arrived damaged
Is defective
Is materially different from the product ordered
Is missing a confirmed component
Was dispatched incorrectly because of a fulfillment error

we will provide a prepaid return method or reimburse an approved, reasonable return cost.

Do not purchase return postage expecting reimbursement unless Vita Asana has approved the shipping method and cost in writing.

6. Original Shipping and Optional Service Charges

For standard change-of-mind returns:

Original shipping charges, if any, are non-refundable.
Priority-processing charges are non-refundable after that service has been performed.
Shipping-protection charges, if offered, are non-refundable after the protection service has begun or remained available for the shipment.
Other optional service charges are non-refundable after the applicable service has been provided.

If an entire order is refunded because of a confirmed Vita Asana error, any shipping charge paid for the affected order will be refunded or otherwise handled as required by applicable law.

7. Damaged, Defective, Incorrect, or Incomplete Orders

Inspect the order promptly after delivery and contact us as soon as reasonably possible if a product:

Arrives visibly damaged
Does not operate as described
Is materially different from what was ordered
Is missing a component expressly identified as included
Appears to have been damaged during transportation

Reporting the issue within 48 hours after delivery helps us investigate with the carrier, warehouse, or fulfillment partner. This requested reporting period does not reduce the 30-day return-request period or any right that cannot lawfully be restricted.

Where relevant, please provide:

Your order number
A clear description of the issue
Photographs or video showing the product and problem
Photographs of the outer shipping carton
Photographs of the internal packaging
A photograph of the shipping label
The product’s serial number, barcode, batch label, or identifying label
Details of any troubleshooting already completed

Do not discard, repair, alter, dismantle, return, or dispose of the product, packaging, shipping carton, labels, or included components while the matter is under review unless we instruct you to do so.

Depending on the circumstances, an available resolution may include:

Troubleshooting assistance
Replacement components
A replacement product
An approved prepaid return
A partial refund accepted by the customer
A full refund
Store credit accepted by the customer
Another mutually agreed resolution

The appropriate resolution depends on the reported issue, available evidence, product condition, replacement availability, investigation findings, whether a return is required, and applicable law.

We may require the original product to be returned before issuing a replacement or refund. In suitable cases, we may resolve a confirmed issue without requiring a return.

8. Non-Returnable and Hygiene-Sensitive Products

The following are not eligible for a standard change-of-mind return or refund to the original payment method:

Products clearly identified as final sale before purchase
Gift cards or store credit, if offered, except where required by law
Products that have been used, worn, washed, assembled, installed, powered on, tested, altered, modified, or damaged after delivery
Products showing bodily contact, perspiration, hair, skin oils, cosmetics, odors, stains, moisture, contamination, or other evidence of use
Personal-care, hygiene, wellness, or body-contact products after being opened, used, tested, worn, or removed from sealed hygiene packaging
Products that cannot safely or reasonably be resold for hygiene, sanitation, health-protection, or product-integrity reasons
Products returned without their original product packaging
Products missing accessories, components, controls, cables, attachments, manuals, labels, seals, or documentation
Products damaged through misuse, improper operation, unauthorized repair, neglect, accident, improper cleaning, improper storage, or failure to follow supplied instructions
Personalized, customized, or made-to-order products clearly identified as such before purchase
Products not purchased directly through vita-asana.com

Hygiene-sensitive or body-contact products may include:

Massage products
Foot-care products
Personal-grooming products
Beauty and skincare tools
Wearable wellness products
Products applied directly to the skin
Products used near the eyes, ears, mouth, scalp, feet, or other body areas
Products containing fabric, padding, straps, cushions, inserts, or surfaces intended for direct body contact

Opening the outer shipping carton solely to inspect a product does not automatically make it ineligible. The product itself must remain unused, untested, uncontaminated, and, where applicable, inside intact sealed hygiene packaging.

A product purchased at a promotional or discounted price remains eligible under the standard conditions unless it was clearly identified as final sale before purchase.

These restrictions apply to change-of-mind and preference-based returns. They do not remove rights that may apply when a product is confirmed to have arrived damaged, defective, materially incorrect, or incomplete.

9. Incorrect, Incomplete, or Undeliverable Addresses

Customers are responsible for reviewing their contact and delivery information before submitting an order.

Delivery problems may result from:

An incorrect or incomplete address
A missing apartment, suite, unit, floor, gate, or access code
An incorrect telephone number or email address
Failure to respond to carrier delivery attempts
Failure to collect a package from an authorized pickup location
Refusal of delivery without prior authorization
An unauthorized address change requested directly from the carrier
An inaccessible or insecure delivery location

Contact us immediately if an address correction is needed. We cannot guarantee that an address can be changed after an order enters fulfillment.

If a package is returned because of customer-provided address information, failed delivery attempts, refusal, or failure to collect it:

The return does not automatically qualify for a refund.
The package must first be received, identified, and inspected.
Actual return transportation, address-correction, or reshipment costs may be deducted or charged where permitted by law.
Original and optional shipping charges may remain non-refundable.
A new shipping charge may apply if reshipment is requested and approved.

Refusing delivery is not a substitute for requesting an authorized return and does not automatically cancel an order.

Additional delivery terms are available in our Shipping Policy.

10. Packages Marked Delivered but Not Located

If tracking shows a package as delivered but you cannot locate it:

Check the delivery location and surrounding area.
Ask household members, neighbors, reception staff, mailroom personnel, or building management.
Review any delivery photograph or carrier notice.
Confirm that the order’s delivery address was correct.
Contact the carrier if requested.
Notify Vita Asana promptly so the available delivery records can be reviewed.

We may review:

Carrier tracking history
Delivery date and time
Delivery photographs
Carrier scans
Signature confirmation
Location information supplied by the carrier
The shipping address associated with the order
Customer and carrier communications
Building, reception, locker, or mailroom records
Carrier investigation findings

Carrier delivery confirmation does not prevent us from investigating a genuine delivery concern. However, a delivered-package claim is assessed using the complete available evidence and is not automatically eligible for a refund or replacement.

Where reasonably necessary to investigate suspected theft, misdelivery, or fraud, we may request:

A signed non-receipt statement
Completion of a carrier claim
Confirmation from building management
Available security-camera information
A police or incident report
Reasonable identity or address verification

Further missing-package provisions are available in our Shipping Policy.

11. Return Inspection

Authorized returns are normally inspected within 5–7 business days after the carrier records the package as delivered to the authorized facility.

Inspection may include checking:

The identity of the product
Serial numbers, barcodes, and identifying labels
Signs of use, wear, assembly, installation, contamination, or alteration
Product and packaging condition
Whether all accessories and components are included
Whether the returned product matches the product originally supplied
Whether the return followed the authorization and shipping instructions
Whether the product’s condition is consistent with the return reason and evidence provided

We may photograph or otherwise document the package and its contents during intake and inspection.

A refund may be refused where:

A different product is returned.
The return package is empty.
The product does not match the product originally supplied.
A serial number or identifying label does not match.
The product was materially used, altered, contaminated, or damaged after delivery.
Required accessories or components are missing.
The return was not authorized.
The product is excluded from standard returns.
The product was sent to an unauthorized address.
There is reasonable evidence of substitution, tampering, abuse, or fraud.

If a product does not fully meet the standard return conditions but we choose to accept it, the available resolution may be reduced or provided as store credit where permitted by law.

Any adjustment may reflect documented:

Missing components
Material damage
Reduced product value
Excessive handling
Cleaning, sanitation, recovery, or disposal requirements
Non-refundable shipping or carrier costs
Another loss directly associated with the condition of the return

Any deduction or alternative resolution will be explained to the customer.

12. Discretionary Store Credit

A product that does not meet the standard eligibility conditions is not automatically entitled to a refund, replacement, or store credit.

In limited circumstances, Vita Asana may voluntarily offer store credit as a goodwill resolution for an otherwise ineligible return. This may apply to:

A used product
An opened hygiene-sensitive or personal-care product
A product without all original packaging
A product showing minor handling
A return missing a non-essential component
A product that can no longer be sold as new
Another non-standard return we choose to accept

A store-credit offer is:

Evaluated individually
Made at Vita Asana’s discretion
Not guaranteed
Not an admission that the product was defective or that Vita Asana caused the issue
Valid only when confirmed in writing

The amount may depend on the product’s age and condition, extent of use or damage, completeness, original amount paid, shipping and recovery costs, previous resolutions involving the order, and other relevant circumstances.

Unless expressly stated otherwise, store credit does not include:

Original shipping charges
Priority-processing charges
Shipping-protection charges
Return shipping costs
Optional service fees
Amounts previously refunded or credited
The value of missing components or promotional items

Before issuing store credit, we may require photographs, video, return of the product, confirmation of included components, written acceptance of the offer, or authorized disposal or donation where ordinary return transportation is impractical.

Do not dispose of, donate, dismantle, or return a product without written instructions.

Unless different terms are stated in writing:

Store credit has no cash value and cannot be exchanged for cash except where legally required.
Store credit cannot be transferred, sold, or applied to a previous order.
Store credit cannot be used to purchase another gift card or store-credit balance.
Store credit does not earn interest.
Any validity period or use restriction will be disclosed before acceptance and will comply with applicable law.

A customer may reject a discretionary store-credit offer. Rejecting it does not make an otherwise ineligible product eligible for a refund.

If accepted, the store credit becomes the agreed resolution for the product and issue identified in the written offer, except for rights that cannot lawfully be waived.

Store credit will not ordinarily be issued while a chargeback, payment dispute, payment reversal, or other reimbursement claim remains active for the same transaction.

13. Refund Amount and Method

An approved refund is generally submitted to the original payment method used for the order.

We ordinarily cannot issue a refund to:

A different payment card
A different bank account
A different digital wallet
Another person
A payment method unrelated to the original transaction

For an eligible standard return, the refund normally includes the amount paid for the returned product, less any non-refundable charges or permitted deductions described in this policy.

If a discount applied to multiple products, a partial return may reflect the proportionate discount assigned to the returned product.

If a free promotional item was provided because of the purchase, we may require it to be returned. Where permitted by law, its disclosed or reasonable value may be deducted if it is not returned.

14. Refund Processing Time

After an eligible return passes inspection:

Vita Asana will initiate the approved refund within seven business days.
Confirmation will be sent to the email address associated with the order.
The refund will be submitted to the original payment method.

A bank, card issuer, PayPal, digital-wallet provider, or other payment provider may require additional time to display the funds after we submit the refund.

A refund may appear as:

A separate account credit
A reversal of the original transaction
A reduction of an outstanding balance
A restored digital-wallet balance

We do not control the time required by a financial institution or payment provider to post an issued refund.

If more than 15 business days have passed since Vita Asana confirmed that the refund was issued, contact contact@vita-asana.com.

15. Partial Refunds

A partial refund may be offered or applied where permitted by law, including when:

The customer agrees in writing to keep a product with a minor issue.
A non-essential component is missing.
Only part of a multi-product order is returned.
The returned product has documented diminished value.
An incomplete return is accepted as an exception.
Non-refundable shipping or carrier charges apply.

Any customer-service offer of a partial refund is valid only when confirmed by Vita Asana in writing and accepted where customer agreement is required.

16. Replacements

A replacement may be offered after a reported issue is verified.

Approval may depend on:

Verification of the product and issue
Product availability
Return of the original product
Confirmation of the delivery address
Completion of a carrier, warehouse, supplier, or fulfillment investigation

Unless another address is approved before fulfillment, the replacement will be sent to the original delivery address.

A replacement is covered by the longer of:

The unused remainder of the original 30-day return-request period; or
30 calendar days from confirmed delivery of the replacement

The replacement remains subject to this policy’s eligibility conditions and exclusions.

A customer cannot receive both a full refund and a replacement for the same product unless Vita Asana expressly agrees otherwise in writing.

This policy does not create a general product warranty. Any separate product-specific warranty applies only when expressly stated on the applicable product page or in documentation supplied with that product.

17. Exchanges

We do not offer direct product-for-product exchanges.

To purchase a different product:

Request a return for the original eligible product.
Complete the authorized return process.
Place a separate order for the preferred product.

A replacement provided for a confirmed damaged, defective, incorrect, or incomplete product is not considered a direct exchange.

18. Order Cancellations

Email: contact@vita-asana.com
Suggested subject: Cancellation Request – Order 1234

Submitting a cancellation request does not guarantee that the order can be stopped.

Cancellation may no longer be possible after an order:

Enters fulfillment
Is allocated to a warehouse or fulfillment partner
Is prepared or packed
Receives a shipping label
Is transferred to a carrier

A cancellation becomes effective only when Vita Asana confirms it in writing.

If the order can no longer be cancelled, you may request a return after delivery subject to this policy. Do not refuse delivery as a substitute for an approved cancellation.

These operational restrictions do not limit rights that apply when an order cannot be shipped within the represented timeframe or cancellation is otherwise required by law.

Additional terms appear in our Shipping Policy and Terms of Service.

19. Payment Disputes and Chargebacks

We encourage customers to contact us about an order, delivery, product, return, or refund concern before opening a payment dispute so that we have an opportunity to investigate and offer an appropriate resolution.

Nothing in this policy prevents a customer from exercising a legitimate right through a bank, card issuer, PayPal, or another payment provider.

Opening a payment dispute does not automatically:

Cancel an order
Create return authorization
Establish that a product was not delivered
Establish refund eligibility
Replace the return process

While a chargeback, payment dispute, reversal, or payment hold remains active:

We may be unable to issue a separate refund or store credit for the same transaction.
A pending refund or credit may be paused to prevent duplicate reimbursement.
The matter may need to be completed through the payment provider’s dispute process.
Existing instructions to preserve or return the product may remain applicable.
Relevant order, delivery, communication, return, inspection, and refund records may be provided to the payment provider.

A customer cannot retain more than one financial recovery for the same purchase or loss. This includes receiving both:

A merchant refund and a successful chargeback
Store credit and a successful chargeback for the same amount
A replacement product and a full refund
Duplicate refunds from different payment or protection providers
Merchandise and a payment reversal where payment or return remains lawfully required

Further information is available in our Payment Policy and Terms of Service.

20. Return Abuse and Fraud

Where permitted by law, we may refuse a return, refund, replacement, store credit, or future transaction when there is reasonable evidence of:

Returning a different product
Returning an empty package
Product or serial-number substitution
Deliberate product damage
False statements about delivery, condition, use, or package contents
Cleaning, repackaging, or altering a used product to present it as unused
Repeated abuse of return or refund procedures
Using multiple identities, accounts, or addresses to avoid policy conditions
Attempting to obtain duplicate reimbursement
Threatening a payment dispute solely to obtain an unwarranted refund
Other deceptive, unlawful, or fraudulent conduct

We may retain and provide relevant records to payment providers, carriers, Shopify, professional advisers, law-enforcement authorities, or other appropriate parties where reasonably necessary to investigate fraud, respond to a dispute, comply with law, or protect legal rights.

Personal information used for these purposes is handled according to our Privacy Policy.

21. Unauthorized Returns

A package sent without written return authorization is not considered an accepted return.

An unauthorized package may:

Be refused at delivery
Remain unidentified or unprocessed
Be returned to the sender
Experience significant delays
Be subject to reasonable reshipping or handling costs where permitted by law

Sending a product to our registered company address, U.S. fulfillment facility, a supplier, a carrier, an address shown on the original shipping label, or another address found online does not establish eligibility or create an obligation to issue a refund.

22. U.S. Fulfillment and Authorized Returns Facility

Vita Asana’s primary U.S. fulfillment and authorized returns facility is:

Vita Asana U.S. Fulfillment and Authorized Returns Facility
12900 W Airport Blvd
Sugar Land, TX 77478
United States

This is a logistics and returns-processing facility. It is not:

A retail store
A showroom
A customer-service office
A corporate office
A location open to customer visits
A general destination for unauthorized returns

Do not mail or personally deliver a return to this address unless Vita Asana provides this exact address in the written return authorization.

In limited cases, the written instructions may designate another authorized U.S. processing address based on the product, fulfillment route, and reason for return. Customers will not be instructed to send an approved return outside the United States.

Returns sent to the registered Romanian company address will not be accepted.

23. Changes to This Policy

We may update this policy to reflect changes in our products, return procedures, fulfillment operations, payment-provider requirements, business practices, or applicable laws.

The version in effect when an order was placed will generally govern that order unless a later change is required by law or is more favorable to the customer.

The current version will remain published on this page with an updated revision date.

24. Contact Information

Store name: Vita Asana
Legal company name: VITA ASANA SRL
Company number: 40630208

Customer Support

Email: contact@vita-asana.com
Phone: +1 (325) 275-0218
Online form: Contact Us

Customer service hours:
Monday–Friday: 9:00 a.m.–5:00 p.m. Eastern Time
Saturday–Sunday: Closed

Our customer support team generally responds within 24–48 hours on business days.

Registered Company Address

VITA ASANA SRL
Str. Izvoarelor nr. 10
Sangeorz-Bai, BN 425300
Romania

The registered company address is not an authorized return address. Complete company and support details are available in our Contact Information.