Refund & Returns Policy

Last updated: 2026-08-27

We want you to be happy with your purchase from Vitasphere Online. This policy explains when you can return a Product, how refunds work, and which Products cannot be returned. It forms part of our Terms & Conditions.

1. Return window

You may request a return of an eligible Product within 7 days of receiving it. Requests after 7 days cannot normally be accepted, except for a faulty Product covered by section 4.

2. Conditions for an eligible return

To be eligible, the Product must be:

• unused, unopened and in its original sealed packaging, with seals and labels intact;
• in the same condition you received it; and
• accompanied by proof of purchase (your Order number or confirmation).

3. Products that cannot be returned

For health, safety and hygiene reasons, the following cannot be returned or refunded once delivered or prepared, unless faulty:

• All VMAX365 Tea & Coffee food, drinks and ice cream – perishable and made fresh to order.
• Health supplements and consumables that have been opened or had their seal broken.
• Sanitary pads, panty-liners and other personal-hygiene products once the packaging is opened.
• Products damaged through misuse or failure to follow instructions after delivery.
• Items marked “final sale” or “clearance” at the time of purchase.

4. Damaged, defective or wrong items

Please check your Order on delivery. If a Product arrives damaged, defective, expired, or is not what you ordered, contact us within 48 hours of delivery at admin@vitasphereonline.com or +255 712 004 945, with your Order number and clear photos. We will arrange a replacement or a full refund, including any delivery charge, at no cost to you.

5. How to start a return

1. Contact us with your Order number and the reason for the return.
2. We will confirm whether the Product is eligible and give you return instructions.
3. Send or bring the Product back as instructed. Do not send anything back before we confirm the return.

6. Return delivery costs

If the return is because of our error or a faulty Product, we cover the return cost. Otherwise, you are responsible for the cost of returning the Product to us. Use a trackable method – we cannot be responsible for items lost in transit back to us.

7. Refunds

Once we receive and inspect the returned Product, we will tell you whether the refund is approved. Approved refunds are made to your original payment method – a mobile-money reversal to the number used, or a bank transfer – normally within 7 to 14 business days. The original delivery charge is only refunded where the return is due to our error or a faulty Product.

8. Exchanges

We generally offer a refund rather than an exchange. If you would like a different item, return the eligible Product for a refund and place a new Order.

9. Cancelling an Order

You can cancel an Order for a full refund at any time before it has been dispatched or prepared. Contact us as soon as possible. Once a VMAX365 drink has been prepared, or a shipment has left us, it cannot be cancelled.

10. Deliveries that are not collected

If a delivery fails because we could not reach you, the address was wrong, or the Order was not collected, we may refund the Product price in full, less any unavoidable courier cost already incurred.

11. Norland authenticity guarantee

We sell only genuine Norland products. If you have received a Norland item you believe is not authentic, contact us immediately with photos and your Order number and we will investigate and, if confirmed, replace it or refund you in full.

12. Contact us

VITASPHERE ONLINE
Plot 15, Block 15, House No. 15, Mabatini Road, Kijitonyama Ward, Kinondoni District, Dar es Salaam 14113, Tanzania
Email: admin@vitasphereonline.com
Phone / WhatsApp: +255 758 880 131  |  +255 712 004 945

This document is provided in good faith for the operation of this store. It is not legal advice. We recommend it is reviewed by a qualified Tanzanian legal practitioner before final publication.