Refund policy

Refund & Return Policy
Last updated: August 25, 2026

We want you to be confident in your purchase from vCare. This policy explains when a refund is available, what the product warranty covers, how to make a request, and what is excluded.

30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee on first-time purchases. The guarantee period begins on the date your order is delivered, not the date you place it. To qualify, your request must be submitted within thirty (30) days of the delivery date.

The guarantee applies to your initial purchase of a given Product and is limited to one refund per product type per customer or household. The money-back guarantee is void if you elect to exchange your Product instead of requesting a refund.

Because the vCare™ Red Light Device is a personal, intimate-use product, we do not require you to return a used device in order to claim the money-back guarantee. We may ask you to confirm that the device has been disposed of, and we may request photographs. Used devices cannot be resold, restocked, or reused, and unauthorized returns of used devices are not accepted.

12-Month Limited Product Warranty

Separately from the money-back guarantee above, we warrant each device against manufacturing defects for twelve (12) months from the date of delivery. A manufacturing defect means a fault in the device as supplied — for example a unit that will not power on or charge, a failed light, heat, or vibration function, a failed seal or water ingress, or damage present on arrival.

If a valid defect claim is made within the warranty period, we will, at our discretion, send a free replacement or issue a refund of the purchase price. This warranty is our sole express warranty and is the exclusive remedy for a defective device.

This warranty does not cover:

  • Normal wear, cosmetic marks, or reduced battery capacity over time through ordinary use.
  • Dissatisfaction with results, which is addressed by the 30-day money-back guarantee above.
  • Damage caused by misuse, dropping, crushing, use with an incompatible charger, exposure to heat sources, use of solvents, alcohol, bleach, or silicone-based lubricants, or any use contrary to the instructions.
  • Damage caused by disassembly, repair, or modification by anyone other than us.
  • Devices that have been shared between users, or used other than as directed.
  • Product not purchased directly from us, or resold Product.
  • Claims made without proof of purchase.

To make a warranty claim, email hello@vivaharbor.com with your order number, a description of the fault, and photographs or a short video of the device showing the problem.

What Is Not Refundable

  • Shipping and handling charges.
  • Optional shipping protection fees.
  • Repeat purchases of a product type for which a guarantee refund has already been issued.
  • Items reported after the applicable window has closed.

Order Cancellations

You may request cancellation before your order ships. Because orders are released to our carrier within 24 hours, we cannot guarantee that a cancellation will be possible once an order has entered processing. A restocking fee of $2.00 may apply to cancelled orders.

Damaged or Defective Items on Arrival

If your item arrives damaged or defective, contact us within seven (7) days of delivery at hello@vivaharbor.com with your order number and photographs of the item and packaging. You do not need to return the damaged item — we will send a replacement at no cost, or issue a full refund, at our discretion.

Unopened Items

A device that is still sealed in its original, unopened packaging may be returned within thirty (30) days of delivery for a refund of the product price, provided you contact us first for return instructions. For health and hygiene reasons, we cannot accept a return once the seal has been broken; in that case the money-back guarantee above applies instead.

How to Request a Refund

Email hello@vivaharbor.com with your order number and the reason for your request. We will respond with instructions within 1–2 business days. Do not ship anything back before receiving return instructions from us; unauthorized returns may not be processed.

Return Shipping

Where a return is required, the customer is responsible for return shipping costs unless the item was damaged, defective, or incorrect. We recommend using a trackable shipping method, as we cannot issue a refund for a return we do not receive.

Refund Processing

Once your request is approved — and, where a return is required, once we have received and inspected the item — we will process your refund within 5–7 business days to your original payment method. Your bank or card issuer may take additional time to post the credit.

Chargebacks

If you believe there is a problem with your order, please contact us first. Filing a payment dispute without contacting us delays resolution. Carrier delivery confirmation is treated as conclusive proof of delivery in any payment dispute.

Contact

vCare
Email: hello@vivaharbor.com