Return & Replacement Policy

Last Updated: August 6, 2026

At VitaWick, we want customers to feel confident when placing an order through vitawick.com. This Return & Replacement Policy explains the requirements for returns, replacements, and refunds.

Purchases made through vitawick.com are sold and administered by DONARAYS INC, the operator of the VitaWick online store.

1. RETURN WINDOW

You may request a return within 30 days after the date your order is shown as delivered.

A return request submitted after the 30-day return window may not be eligible for approval unless otherwise required by applicable law or covered by a separate written product-support commitment.

2. RETURN ELIGIBILITY

To be eligible for a standard return, the product should generally be:

  • Unused
  • Clean and undamaged
  • In its original packaging
  • Complete with all included parts, accessories, manuals, and components
  • Accompanied by valid order information
  • Returned only after written return authorization has been issued

We may request photographs, video, packaging information, serial numbers, lot numbers, or other information reasonably necessary to confirm the condition of the product and determine the appropriate resolution.

3. HYGIENE, PERSONAL-CARE, AND BODY-CONTACT PRODUCTS

Certain VitaWick products are designed for personal-care, hygiene, urine-management, or direct body-contact use.

For health and hygiene reasons, a product that has been opened, used, worn, applied to the body, contaminated, or removed from sealed protective packaging may not be eligible for a standard return based on personal preference, incorrect selection, or change of mind.

This limitation does not prevent you from contacting us when a product:

  • Arrives damaged
  • Arrives defective
  • Is materially different from the product ordered
  • Is missing included parts or accessories
  • Experiences a confirmed product malfunction under normal use

Each request will be reviewed based on the product, its condition, the reported issue, available evidence, and applicable law.

4. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order promptly after delivery.

If the product arrives damaged, appears defective, is missing parts, or is not the product you ordered, contact us as soon as reasonably possible at:

support@vitawick.com

Please include:

  • Your name
  • Your order number
  • The product name
  • A clear description of the issue
  • Clear photographs or a short video showing the product and problem
  • Photographs of the packaging and shipping label where relevant

Do not discard the product, original packaging, shipping carton, labels, accessories, or damaged components until your request has been reviewed.

After reviewing the information, we may provide an appropriate resolution, which may include:

  • Troubleshooting or usage assistance
  • Replacement parts
  • A replacement product
  • A partial refund
  • A full refund
  • Return instructions for further inspection

The available resolution will depend on the circumstances, product condition, inventory availability, and applicable law.

5. RETURN AUTHORIZATION REQUIRED

You must contact customer support and receive written return authorization before sending a product back.

An approved return authorization will normally include:

  • Confirmation that the return has been approved
  • The correct return address
  • Packaging or shipping instructions
  • Any required return reference number or documentation

A return sent without prior authorization may be delayed, refused, lost, returned to the sender, or determined ineligible for a refund.

6. DO NOT USE THE WEBSITE ADDRESSES AS AUTOMATIC RETURN ADDRESSES

The following address is our business correspondence address:

DONARAYS INC
Store name: VitaWick
310 N Indian Hill Blvd, #77
Claremont, CA 91711
United States

This is not a retail store, customer walk-in service center, fulfillment center, or automatic return address.

The following location may be used to prepare and ship certain orders:

11688 Clark St
Arcadia, CA 91006
United States

This fulfillment location is also not an automatic return address.

Do not send a return to either address unless our customer support team has provided written authorization and specifically confirmed the correct address for your return.

The sender address shown on a package may also differ from the authorized return address. Do not return a product to the address printed on the original package unless customer support instructs you to do so in writing.

7. RETURN SHIPPING COSTS

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

Returns Caused by Our Error

When a return is approved because of a confirmed product defect, shipping damage, missing item, incorrect item, or another error attributable to us, we will provide the appropriate return or replacement instructions.

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

Do not purchase return postage with the expectation of reimbursement unless customer support has approved the shipping method and cost in writing.

Change-of-Mind and Customer-Preference Returns

When an eligible return is requested because of personal preference, incorrect selection, an order placed by mistake, or another reason not caused by a product defect or our error, the customer may be responsible for return shipping costs.

Original shipping charges may be non-refundable unless otherwise required by applicable law or expressly approved in writing.

8. RETURN PACKAGING

Approved returns must be packaged securely to prevent damage during transportation.

Unless customer support provides different instructions, include:

  • The approved product
  • All included accessories and components
  • Original product packaging where available
  • The return authorization information
  • Any requested order or return documentation

We are not responsible for damage caused by inadequate return packaging. We recommend using a trackable shipping service and keeping the shipping receipt and tracking number until the return is completed.

9. INSPECTION OF RETURNED PRODUCTS

Returned products may be inspected after delivery to the authorized return location.

The inspection may confirm:

  • The identity of the returned product
  • The condition of the product
  • Whether all accessories and components were included
  • Whether the reported issue can be confirmed
  • Whether the return meets the approved eligibility requirements

A refund or replacement may be reduced, delayed, or denied when permitted by law if:

  • The wrong product is returned
  • Important parts or accessories are missing
  • The product shows unauthorized modification or misuse
  • The product was damaged after delivery
  • The return differs materially from the condition described
  • The return was sent without authorization
  • The returned package cannot be linked to an eligible order

10. REFUNDS

After an approved return is received and inspected, we will notify you regarding the refund decision.

Approved refunds are generally issued to the original payment method used for the order.

We do not require customers to accept a discount code, promotional code, store credit, or coupon instead of an approved refund unless the customer separately agrees to that resolution.

After a refund is issued, your bank, card issuer, PayPal, or another payment provider may require additional processing time before the funds appear in your account.

The exact processing time is controlled by the payment provider and financial institution. VitaWick cannot directly accelerate a bank or card issuer’s posting schedule.

11. PARTIAL REFUNDS

Where permitted by applicable law, a partial refund may be offered when:

  • Only part of an order is affected
  • A replacement part resolves the issue
  • The customer agrees to keep a product with a minor issue
  • Included accessories or components are missing from the return
  • The product has a reduction in value caused by handling beyond what was reasonably necessary to inspect it

Any proposed partial refund will be explained before it is issued.

12. REPLACEMENTS

An approved replacement may be offered when a product is damaged, defective, missing components, or materially different from the item ordered.

Replacement availability depends on inventory and the circumstances of the request.

We may require the original product or affected component to be returned before sending a replacement. In some cases, we may provide alternative instructions.

A replacement does not automatically restart or extend the original return window or product-support period unless expressly stated in writing or required by law.

13. NON-RETURNABLE OR RESTRICTED ITEMS

Subject to applicable law, the following may be ineligible for a standard change-of-mind return:

  • Used hygiene or body-contact products
  • Opened single-use products
  • Products removed from sealed sanitary packaging
  • Products contaminated after delivery
  • Products damaged through misuse or improper handling
  • Products modified or repaired without authorization
  • Products missing important components or accessories
  • Gift cards or digital items, where offered
  • Items marked final sale before purchase, where permitted by law

These limitations do not eliminate rights that may apply to products that arrive damaged, defective, incorrect, or materially different from their description.

14. ORDER CANCELLATIONS

A return request is different from an order-cancellation request.

Orders may enter processing shortly after they are submitted. Once an order has been processed or shipped, it may no longer be eligible for cancellation.

Additional information is available in our Cancellation & Modification Policy .

15. LIMITED PRODUCT SUPPORT

Certain VitaWick products may include limited product support for manufacturing defects under normal and intended use.

A one-year limited product-support period applies only when that period is expressly stated on the applicable product page, packaging, product documentation, or written confirmation provided by VitaWick.

Limited product support does not generally cover:

  • Normal wear and tear
  • Accidental damage
  • Misuse or improper operation
  • Failure to follow product instructions
  • Improper cleaning, storage, or maintenance
  • Use with incompatible or unauthorized accessories
  • Unauthorized modification, disassembly, or repair
  • Damage caused by external equipment or power sources
  • Cosmetic damage that does not affect normal operation
  • Single-use or consumable components after use

Proof of purchase, photographs, video, serial numbers, lot numbers, or other information may be required to evaluate a product-support request.

Limited product support is separate from the 30-day standard return window and does not automatically entitle a customer to a refund. Depending on the circumstances, the available solution may include troubleshooting, replacement parts, repair support, product replacement, or another appropriate resolution.

16. PURCHASES FROM OTHER SELLERS

This policy applies to eligible purchases made directly through vitawick.com.

Products purchased through Amazon, eBay, another marketplace, a reseller, distributor, or another website may be subject to that seller’s return procedures and policies.

Please contact the original seller or marketplace regarding a purchase not made through vitawick.com.

17. CUSTOMER SUPPORT

For return requests, replacement requests, damaged or defective products, refund questions, or product-support assistance, contact:

DONARAYS INC
Store name: VitaWick

Email:
support@vitawick.com

Support hours:
Monday–Friday
9:00 AM–5:00 PM Pacific Time
Excluding U.S. federal holidays

Please include your order number and a clear description of the issue. Where relevant, include clear photographs or a short video.

Do not send a product to any address until our customer support team has issued written return authorization and confirmed the correct return address.

18. POLICY ADMINISTRATION

DONARAYS INC is responsible for administering approved returns, replacements, and refunds for eligible purchases made through vitawick.com.

We may update this policy to reflect changes in our products, fulfillment procedures, payment services, business operations, or legal obligations.

The version posted on this page at the time a return request is submitted will apply, except where applicable law or a written commitment provides greater rights.