Refund policy
Last updated: July 28, 2026
We want you to be happy with your purchase. This policy explains when a return is accepted, the condition goods must be in, and how refunds are assessed. It applies to all orders placed with Vitessa Earbuds and forms part of our Terms of Service.
1. Return window
You may request a return within 30 days of delivery. Requests made after 30 days will not be accepted. The delivery date recorded by the carrier is the date we use.
2. Authorisation is required first
No return is accepted without a Return Merchandise Authorisation (RMA) issued by us in advance. To request one, email support@getvitessa.com with your order number and the reason for the return.
Goods sent back without a valid RMA may be refused, returned to sender at your cost, or disposed of without refund if unclaimed after 30 days.
3. Condition requirements
To qualify for a refund, returned goods must, as determined by us, be:
- Unused and untouched — free of any sign of wear, use, soiling, odour, damage, alteration or attempted repair
- In their original, undamaged retail packaging, with all seals, shrink-wrap, tags, inserts and documentation intact
- Complete — including every accessory, cable, case, insert and component originally supplied
- Accompanied by every free, promotional, bundled or gift item included with the order
Hygiene exclusion: for health and safety reasons, ear-worn and in-ear products that have been removed from their sealed packaging, worn, or otherwise brought into contact with the ear are deemed used and are not returnable.
4. Inspection and our discretion
All returned goods are inspected on receipt. Whether a returned item meets the conditions in Section 3 is determined by us in our sole and absolute discretion, and our determination is final.
We reserve the right to inspect, test, photograph and record the condition of returned merchandise, its components and its packaging, and to retain those records.
Following inspection we may, at our sole discretion:
- Refuse the return in full and return the goods to you at your expense, or dispose of them if unclaimed after 30 days
- Approve a reduced refund, deducting for diminished value, missing components, or missing free or gift items (deducted at their stated retail value), and any restoration or repackaging costs
- Apply a restocking fee of up to 20% of the item price, where permitted by applicable law
5. Costs
- Return shipping, insurance and any customs charges are your responsibility and are non-refundable, except where the return is due to our error or a confirmed manufacturing defect
- Original shipping and handling charges are non-refundable
- You bear the risk of loss or damage in transit until we take receipt. We strongly recommend a tracked, insured service — we cannot refund a return we do not receive
6. Final sale — non-refundable under all circumstances
To the fullest extent permitted by law, the following cannot be returned or refunded:
- Digital products, downloads and eBooks, once delivered or made accessible
- Services, memberships and subscriptions, and priority or expedited handling fees, once rendered or once the period has begun
- Free, promotional, bundled and gift items — these carry no cash value and are not separately returnable
- Items marked final sale or clearance at the time of purchase
- Gift cards
7. Damaged, defective or incorrect items
Report any damage, defect or incorrect item within 48 hours of delivery to support@getvitessa.com, with your order number and clear photographs of the item, the damage and the outer packaging. Claims made outside this window, or without supporting photographs, may be declined.
Where a defect is confirmed by us, we will at our option repair, replace, or refund the item, and we will cover return shipping. Confirmation of a defect is subject to our inspection.
8. Order cancellations
Orders may be cancelled only before dispatch. Once an order has been handed to the carrier it cannot be cancelled and must be handled as a return under this policy. Refused deliveries and packages returned as undeliverable due to an incorrect address are refunded net of shipping and handling costs actually incurred.
9. Exchanges
We do not process direct exchanges. Return the original item under this policy and place a new order.
10. Refund processing
Approved refunds are issued to the original payment method only, after inspection is complete, typically within 10 business days of approval. Your bank or card issuer may require additional time to post the funds. We do not issue cash refunds, store credit in place of a refund, or refunds to any alternative payee.
11. Return abuse
We monitor return activity. We may, at our sole discretion, limit, suspend or refuse returns, decline future orders, or close accounts where we identify excessive returns, serial returning, the return of used or substituted goods, misrepresentation of item condition, or any other conduct we consider abusive or fraudulent.
12. Before disputing a charge
If you have a concern about an order, contact us at support@getvitessa.com first and allow us a reasonable opportunity to resolve it. Raising a chargeback without contacting us, or in respect of goods you have received and retained, may be treated as a breach of our Terms of Service. We reserve the right to submit inspection records and delivery evidence to the payment provider and to refuse future service.