1. Our Safety and Authenticity Guarantee
Vital Thread is committed to providing only authentic and sealed products. To maintain the integrity and safety of our wellness items, we adhere to strict hygiene and health standards in our return process.
2. Return Eligibility Window
You must contact us to initiate a return or exchange within 7 days of the confirmed delivery date of your order. Requests received after this 7-day period will not be accepted.
3. Crucial Non-Returnable Items (Health & Hygiene)
For health, safety, and quality assurance reasons, the following items are NOT eligible for return, refund, or exchange:
- Opened Supplements, Food, or Consumables: Any product where the seal, safety cap, or internal packaging has been broken, opened, or tampered with.
- Used Apparel: Any gym wear, gloves, or protective gear that has been worn, washed, or is missing the original tags.
- Opened Accessories: Shaker bottles, water bottles, foam rollers, or yoga mats that have been removed from their plastic packaging or used.
- Items Damaged by User Misuse.
Conditions for Apparel and Equipment Returns
Items must be returned only if they meet one of the following criteria:
- Manufacturing Defect: The item arrived with a clear defect (e.g., tear in apparel, non-functioning equipment component).
- Wrong Item Shipped: The product received is different from the item ordered.
- Apparel (Change of Size/Color): Must be unworn, unwashed, with all original tags attached, and in the original packaging.
4. Refund Process
4.1 Initiating a Return
- Contact Us: Email us with your Order Number and clear photos/videos showing the defect or damage.
- Authorization: Our team will review the request against our hygiene policy and provide a Return Authorization Number (RAN) and the designated return address.
- Ship Back: Clearly mark the RAN on the package and ship the item back to us within 3 business days of receiving the RAN.
4.2 Inspection & Resolution
Once received, the item will be inspected against the reported defect.
- Refund: If approved (due to defect or shipping error), a refund will be issued. For COD orders, the refund will be processed via Bank Transfer or Digital Wallet (e.g., JazzCash, EasyPaisa).
- Exchange: If a size exchange is approved for unworn apparel, we will ship the new item once the original item is confirmed to be in resalable condition.
4.3 Return Shipping Costs
- Customer Responsibility: The customer pays the shipping cost to return the item to our facility if the return is due to a change of mind or wrong size/color choice.
- Vital Thread Responsibility: If the return is due to a verified manufacturing defect or error on our part, we will bear the cost of the return and replacement shipping.