Refund policy

Last updated: October 30, 2026

Return Window and Free Return Shipping

You may request a return or exchange within 30 days of the delivery date shown in your carrier's tracking. Return shipping is free. A return form and a prepaid return shipping label are included in your package. We do not charge restocking fees on returns or exchanges.

Two Types of Returns

Return shipping is free for both types. What differs is how we assess the item.

1. Returns Due to Customer Reasons

This applies when the product is as described and in working condition, for example if you changed your mind, ordered the wrong item, or the product does not suit your space or training needs.

The item must be eligible under the conditions listed below.
You receive a refund of the item price and the sales tax paid on that item. Your original order shipped for free, so no shipping charge is refunded.
Return shipping is free, using the prepaid label included in your package.
No restocking fee is charged.

2. Returns Due to a Problem With the Product

This applies when the item arrives damaged, defective, incorrect, or with missing parts.

Contact us within 30 days of delivery and include photos of the item, the packaging and, for missing parts, the part list in the manual.
Return shipping is free. We will tell you if no return is needed.
You can choose a replacement or a full refund, including the item price and sales tax paid.
For a missing or damaged part, we may send the part instead of replacing the whole product.

How to Request a Return or Exchange

Step 1. Email service@vivitory.shop with your order number, the product name, whether you want a refund or an exchange, and the reason. Add photos if the item has a problem.
Step 2. We reply within 1 business day to approve the request and send you a return authorization number.
Step 3. Pack the item securely in its original packaging with all parts, accessories and manuals. Fill in the return form included in your package and write the return authorization number on it and on the outside of the box.
Step 4. Attach the prepaid return label and ship the package within 14 days of approval. Our U.S. return center is located in California, and the return address is printed on the label. If you cannot find the label, email us and we will send you the return address and a replacement label.
Step 5. We inspect the item within 3 business days after it arrives and email you the result.
Step 6. If the return is approved, we issue your refund or ship your exchange as described below.

Returns sent without an approved return authorization number cannot be processed.

Items Eligible for Return

Items returned within 30 days of delivery.
Items in new or slightly used condition, in the original packaging, with all parts, accessories, manuals and hardware.
Items that were assembled or tried out and show only light signs of use, such as minor handling marks or light surface marks, and are clean, undamaged and fully working.
Items that arrived damaged, defective or incorrect, or with missing parts, reported within 30 days of delivery.

Items Not Eligible for Return

Items returned more than 30 days after delivery.
Items returned without an approved return authorization number.
Items that show heavy use or wear beyond slightly used condition, such as a weighted vest with sweat, odor or stains, weight plates with deep scratches or wear from regular training, or a balance board with heavy scuffs or damage from use.
Items damaged by misuse, accident, improper assembly or modification, or by loading beyond the stated weight limit.
Items returned with missing parts, accessories or manuals, when the parts were not missing on delivery.
Items damaged in return transit because of inadequate packaging.

Items that do not meet these conditions are not eligible for a refund. Within 3 business days of inspection, we will email you the reason and photos, and the item will be sent back to you.

Refund Timeline

We inspect your return within 3 business days after it arrives.
If the return is approved, we issue your refund within 3 business days after approval, to your original payment method. We email you when the refund is issued.
That is a maximum of 6 business days from the day we receive your return until the refund is issued.
After we issue the refund, your bank or card issuer may take an additional 5 to 10 business days to show it on your statement.

If you have not received your refund after this time, check with your bank first, then email us and we will provide the refund reference.

Exchanges

You can exchange an item for a different size or a different product within 30 days of delivery, if the returned item meets the eligibility conditions above.
No restocking fee is charged on exchanges. Return shipping for the original item is free.
We ship the replacement item at no shipping cost once your returned item is approved.
If the new item costs more, we will email you a payment link for the difference. If it costs less, we refund the difference to your original payment method.
If the item you want is out of stock, we will offer you a refund instead.

Order Cancellation

To cancel an order, email us as soon as possible. If the order has not been handed to the carrier, we cancel it and refund the full amount, including tax. Orders are processed within 1 to 2 business days, so cancellation is not possible after the order has shipped. In that case, you can return it under this policy.