Return & Refund Policy

At VITAWICK, we want every customer to feel confident when purchasing our urine collection and personal care products. If your order arrives damaged, defective, incomplete, incorrect, or does not work as expected, please contact us at support@vitawick.com. Our customer support team will review the issue and help you with the appropriate next step.

30-Day Return Window

You may request a return within 30 days of the delivery date.

To be eligible for a standard return, the product must be:

  • Unused and clean
  • In its original packaging
  • Complete with all included accessories, tubing, connectors, manuals, and components
  • In a condition suitable for resale

Because some VITAWICK products are hygiene and personal care products, additional return restrictions may apply.

For external catheters, urine collection wicks, urine bags, disposable tubing, connectors, and other disposable or hygiene-related products, the original hygienic seal must remain unopened and intact.

Opened or used disposable products are generally not eligible for return due to health and hygiene considerations unless the issue is related to:

  • Manufacturing defects
  • Shipping damage
  • An incorrect product
  • Missing components
  • Product malfunction
  • A product that materially differs from its website description

Please contact us before returning any product. Products returned without prior authorization may not be accepted.

Damaged or Defective Items

Please inspect your order shortly after delivery.

If your product arrives damaged, defective, incomplete, incorrect, or does not operate properly, please contact us as soon as possible and provide:

  • Your order number
  • The product name
  • A detailed description of the issue
  • Clear photos of the product and packaging
  • A short video showing the problem, when applicable
  • A photo of the product label or serial number, when applicable

For urine collection systems, suction pumps, or reusable collection devices, our support team may provide troubleshooting instructions before approving a refund or replacement. This may include checking the tubing connections, collection container, power supply, accessories, or product setup.

After reviewing the information, we may offer:

  • Troubleshooting assistance
  • Replacement parts or accessories
  • A replacement product
  • A partial or full refund
  • Return instructions
  • Another appropriate solution based on the circumstances

Please keep the product, original packaging, accessories, and shipping materials until your request has been fully resolved.

Return Shipping

Responsibility for return shipping depends on the reason for the return.

VITAWICK will provide the appropriate return solution when the return is caused by:

  • A confirmed manufacturing defect
  • Damage during delivery
  • An incorrect product sent by VITAWICK
  • Missing components caused by a fulfillment error
  • A product that does not function as described

Depending on the circumstances, we may provide a prepaid return label, reimburse reasonable return shipping costs, send a replacement, or approve another resolution.

The customer may be responsible for return shipping costs when the return is caused by:

  • A change of mind
  • Personal preference
  • An accidental purchase
  • Ordering the wrong product or quantity
  • No longer needing the product
  • Incorrect shipping or order information provided by the customer

Original shipping charges and expedited delivery fees may not be refundable for returns unrelated to product quality, shipping damage, or an error made by VITAWICK, except where required by applicable law.

Please do not send a return to the address printed on the original shipping package without first contacting us. The authorized return location may be different.

Refunds

After we receive and inspect the returned product, or after we complete our review of an approved no-return case, we will notify you of the refund status.

Approved refunds will be issued to the original payment method used for the purchase.

Estimated processing times after a refund is issued are:

  • PayPal: approximately 3–5 business days
  • Credit or debit card: approximately 5–10 business days

Actual processing times are determined by your bank, card issuer, or payment provider and may vary.

In certain cases involving confirmed defects, shipping damage, sanitation concerns, or low-value disposable products, VITAWICK may approve a refund or replacement without requiring the product to be returned. This option is not guaranteed and is available only after review and written confirmation from our support team.

Please do not dispose of the product unless we confirm that a return is not required.

One-Year Limited Product Support

Unless otherwise stated on the product page, eligible VITAWICK urine collection systems, suction pumps, and reusable electronic collection devices may include one year of limited product support beginning on the original purchase date.

This limited support applies to manufacturing defects and functional failures that occur during normal and intended use.

Depending on the issue, support may include:

  • Product troubleshooting
  • Replacement tubing, connectors, or accessories
  • Replacement parts
  • Repair assistance
  • Replacement of the affected unit
  • Another appropriate product support solution

Proof of purchase, photos, videos, product labels, or serial number information may be required.

The one-year limited product support does not cover damage caused by:

  • Misuse, abuse, or improper operation
  • Improper cleaning, maintenance, or storage
  • Accidental drops, impact, or crushing
  • Liquid entering components not designed for liquid contact
  • Unauthorized repairs, modifications, or disassembly
  • Use with incompatible or unauthorized accessories
  • Blockages caused by improper setup or cleaning
  • Failure to follow the product instructions
  • Normal wear and tear
  • Cosmetic damage that does not affect normal operation

Disposable and consumable products, including external catheters, urine collection wicks, urine bags, disposable tubing, filters, seals, and connectors, are generally not covered by the one-year limited product support. These products remain eligible for assistance under the 30-day return and refund policy when there is a verified defect, shipping issue, incorrect item, or missing component.

Replacement products do not restart or extend the original one-year support period unless required by applicable law.

Contact Us

For return, refund, replacement, troubleshooting, or product support assistance, please contact:

VITAWICK Customer Support
Email: support@vitawick.com

Please include your order number, product name, a clear description of the issue, and supporting photos or videos so that we can assist you efficiently.