VIDA's Quality Promise

A. Return Policy for the Haus of VIDA Collection:

We want you to love your purchase, but we understand that sometimes circumstances change. To ensure your peace of mind, we have a comprehensive return policy in place for our Haus of VIDA Collection.

Product Unopened:

If you decide that the product you received is not suitable for your needs and it remains unopened, you can return it within 14 days of delivery. We offer two options for your refund: you can either receive the full amount in store credit or get a refund through your original method of payment, minus the shipping costs.

To initiate a return, please visit our returns portal at https://shopvida.com/pages/returns. Provide us with the necessary details and request a return label. We will promptly send you a return label to facilitate the return process. Please ensure that the product is well packaged and handed over to the carrier within 14 days of original delivery.

Product Dissatisfaction:

If you have tried the product and it doesn't meet your expectations, we're here to help. You can reach out to our dedicated Customer Service team, and they will guide you through the return process. However, please note that for returning products due to dissatisfaction, we will need to deduct a recycling/disposal fee of $3 to cover the associated costs.

We offer two options for your refund: you can either receive the full amount minus the recycling disposal fee in store credit or get a refund through your original method of payment, minus the shipping costs and recycling/disposal fee.

To be eligible for a return due to product dissatisfaction, you must apply for a return request within 14 days from the date of product receipt. Our Customer Service team will provide you with detailed instructions on how to proceed and assist you throughout the process.

Missing or Damaged Product:

If your product arrives damaged, please contact us at [e-mail] and provide a photo of the damage. Once we confirm the damage, we will arrange for the collection of the damaged product, and a replacement will be sent to you at no cost (subject to availability).

In the event that your product is missing, please double-check around your property and with your neighbors first. If it cannot be found, contact us at [e-mail], and we will assist you in tracking the item through our shipping provider.

Please note that we require a photo of the broken or damaged product for our records, and we are unable to assist with damaged or missing products beyond the 14-day return policy timeframe.

Store Credit/Refund Processing:

Once you ship the product in accordance with our return policy, we will promptly process your store credit or refund. If you opt for a refund, it will be issued to the original payment method used during the purchase. Please note that shipping costs will not be refunded when selecting the refund option instead of store credit.

Upon completion of the store credit or refund process, we will send you a confirmation email to keep you informed.

If you have any further questions or require assistance with your return, please don't hesitate to reach out to our Customer Service team. We are here to provide you with exceptional support.

Thank you for choosing your product(s) from the Haus of VIDA Collection. We value your satisfaction and look forward to serving you again in the future.

B. Our PPE Products

VIDA strives to provide access to design-forward, highly effective, sustainable masks that serve the health needs of conscientious consumers. Masks have inundated oceans, landfills, and nature since the onset of the Covid pandemic. A recent research study estimates that “an estimated 3.4 billion single-use face masks and shields are being discarded every day." We want to do our part to reverse this trend. To this end, all VIDA disposable masks come with a prepaid return postage label, so you can send them back to us for proper recycling. 

At VIDA, we are proud to deliver products of the highest quality to our customers. If for some reason your product does not meet our quality standards and the specifications on our website, we will replace the item for you at no additional cost. Report a Product Quality Issue

All our facemasks and other PPE items are non-returnable and non-refundable. 

Please find more details below for specific VIDA product groups and the next steps to take in case your items did not meet the quality standards.

Face Masks are personal use items, and therefore we cannot accept them for returns due to safety issues. We also cannot accept unopened masks, and, we encourage you to donate or gift your masks to others in need.
If you find damages or defects in your face mask, we will send you a one-time replacement at no cost for up to three months from the day it was delivered. We want you to enjoy using your mask for as long as possible, so we have added extra ear adjusters with each reusable mask. If you need additional ear adjusters, you can purchase them from our site.
If you are not satisfied with your mask for any other reason, please contact us at [e-mail], and we will try to assist you as best we can. Our customer service agents will be happy to help find the best mask for your needs in our collection. Please note, we do not accept returns or refund requests if the masks ordered meet VIDA’s quality standards and product specifications.

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Questions About Delivery

Undelivered Items: If your items were returned to us because you inadvertently entered an incorrect shipping address when making your purchase, we will contact you to confirm the correct address and request you to make additional payment in order to ship to the correct mailing address.

Unclaimed: Shipments that go unclaimed are returned back to us, and we are unable to provide a refund for those items.

Lost Items: If your package was lost in transit, please be sure to reach out to us through [e-mail] within 30 days of the estimated delivery date, and we will resend the package the following business day.