Plain-English summary: damaged, wrong, or seized-at-customs shipments are fully covered. Opened, used, or past-30-days products are not. The window is 30 days from delivery.
Last updated: April 2026. This policy applies to all orders placed through vitalquests.org.
1. What Qualifies for a Refund or Replacement
1.1 Damaged in transit
If a parcel arrives with visible damage, a broken vial, or a leaking seal, photograph the damage before unpacking further and email support@vitalquests.org within 7 days of delivery with:
- Order number
- Photo of the outer packaging showing damage
- Photo of the damaged product in place
We dispatch a replacement on the next business day at our cost. No return of the damaged unit required.
1.2 Wrong product or wrong quantity
Packing errors happen. If you received a compound, brand, or count different from what you ordered, email within 14 days of delivery with a photo of the labels. We reship the correct item free of charge and provide a prepaid return label for the incorrect one.
1.3 Intercepted at customs
For parcels seized at customs in your destination country, we offer one free reshipment per customer per calendar year. The replacement ships to the same or alternative address via an alternative route. Required: a copy of the customs notification letter emailed within 30 days of the notification date.
This policy does not apply if the destination country has explicitly listed the compound as a prohibited import and you were informed of this at checkout via the country-lookup warning.
1.4 Not-as-described / failed lab verification
Every batch ships with an HPLC-dated certificate of analysis. If you independently lab-test the product and the active-ingredient concentration is more than 10% below label, submit the third-party lab report within 14 days of delivery. On verified discrepancy, we refund in full plus the cost of your lab test (capped at €35) and blacklist the batch internally.
2. What Does Not Qualify
- Opened sterile packaging (injectables, vials, sterile ampoules) except under sections 1.1 or 1.4 above. Once the seal is broken, sterility cannot be guaranteed for resale.
- Products received and accepted more than 30 days ago.
- “Changed my mind” returns on ordered items. Orders can be cancelled free of charge before dispatch.
- Cycle results — we sell compounds, not outcomes. Training, diet, genetics, and protocol adherence determine your results, not the source.
- Buyer-initiated customs issues — if you provided a false shipping address to evade customs, the seizure is yours.
- Damaged or missing packages claimed later than 7 days after the delivery scan.
3. How Refunds Are Paid
| Original payment method | Refund method | Timing |
|---|---|---|
| Cash on delivery | Bank transfer to IBAN you provide, OR in-store credit (your choice) | 3–5 business days |
| Bank transfer | Reversed to the originating account | 3–5 business days |
| Crypto (BTC / USDT) | Sent back to the wallet address you used to pay, in the same coin, at the conversion rate on the day of refund approval | 24–48 hours |
For crypto refunds, network fees are deducted from the refund amount. The difference between the purchase-day and refund-day exchange rate is not reimbursed in fiat terms — you receive back the same number of coins (minus network fee) that you sent.
4. Reshipment vs Refund
Where a reshipment is possible (stock available, destination reachable), we default to reshipping the original order. If you’d prefer a refund instead, state that in your support email and we’ll process it on the same timeline.
5. How to Start a Return or Claim
- Email support@vitalquests.org with [RETURN] or [CLAIM] in the subject.
- Include: order number, reason code (damaged / wrong / customs / not-as-described), and photos where applicable.
- Wait for acknowledgement (usually within 4 hours on weekdays, 12 hours on weekends).
- If a physical return is needed, we email a prepaid label. You have 14 days from that email to drop the parcel at any courier point.
- On our side, inspection happens within 48 hours of receiving the return. Refund or reshipment is processed the same day.
6. Cancellations Before Dispatch
Orders can be cancelled without fees at any point before the parcel is handed to the courier. Cancellation cutoff is the dispatch email you receive — once you see that email, the order is in transit and cannot be recalled. Email support as early as possible; we prioritise pre-dispatch cancellations over other tickets.
7. Disputed Charges
If you open a chargeback or crypto dispute without first contacting support, we reserve the right to blacklist the shipping address from future orders. We have a 100% resolution track record on legitimate claims — please give support a chance before escalating externally.
8. Contact
Refund questions: support@vitalquests.org · Response target: 4 hours on weekdays, 12 hours on weekends.