Clear terms for refunds, cancellations, and returns.
VitiligoMart sells coaching, partners with retailers as an affiliate, and (in future) will sell our own products. This page explains how refunds work for each.
How this policy works
This refund policy applies to all paid services and products offered through VitiligoMart by Vitiex Global FZ-LLC (RAKEZ Licence 45035975). Different parts of our business follow slightly different rules because they involve different kinds of transactions: a coaching session is a service, an affiliate link is a referral to a third-party retailer, and a physical product is goods. The sections below cover each.
By making a purchase or booking, you agree to these terms. If you have a question or believe a different outcome is fair in your specific situation, please get in touch with us. We aim to be reasonable.
Coaching sessions
Coaching sessions are booked after a free 15-minute discovery call. The session price (typically between USD 100 and USD 300, depending on duration and scope) is agreed during that call. Payment is collected through Stripe, our primary payment processor, via a secure payment link sent to you by email, WhatsApp, or messenger. For customers who cannot pay via Stripe, we offer Mamo Pay as a backup processor on request.
If you need to reschedule:
- More than 24 hours before your session: free reschedule, no charge.
- 12 to 24 hours before your session: 50% refund or one free reschedule, your choice.
- Less than 12 hours before, or no-show: no refund. As a goodwill gesture we may offer a single one-time exception, at our discretion.
If we need to cancel or reschedule: you receive a full refund or a free reschedule, your choice.
Package bookings (for example, a four-session bundle): if you cancel partway through, we refund any unused sessions pro-rated at the equivalent single-session rate.
Affiliate purchases
When you click a product link on VitiligoMart and buy from a third-party retailer (Amazon, iHerb, Kryolan, and others), the retailer is the seller. They handle the order, payment, shipping, and any returns or refunds.
We are not party to that transaction and cannot issue a refund for it. If you need to return a product, please contact the retailer directly using the order confirmation they sent you. If you cannot find their refund process, email us at contact@vitiligomart.com and we will help you locate it.
For full details about our affiliate relationships, see our Affiliate Disclosure.
Dropshipping orders (when launched)
Where VitiligoMart sells physical products via dropshipping (planned for a future phase), the following terms apply:
- Cooling-off period: 14 days from the date you receive the item, in line with UAE Federal Decree-Law No. 23 of 2022 on consumer protection.
- Condition: the item must be unused, in its original packaging, with proof of purchase.
- Return shipping: the customer pays return shipping unless the item arrived defective, damaged, or wrongly delivered, in which case we cover it.
- Refund timing: refunds are processed within 14 days of our receipt of the returned item, to the original payment method.
- Exclusions: opened personal care items (cosmetics, supplements, sunscreens once opened) are not eligible for return for hygiene reasons. This is standard practice across UAE retail.
Private-label products (planned for year 2 to 3)
Where VitiligoMart sells our own private-label products in future, the same 14-day cooling-off applies as for dropshipped items, with one addition: a 30-day quality guarantee. If a private-label product is defective or fails to perform as described, you can return it for a full refund within 30 days of purchase regardless of whether the packaging is opened.
Digital products
Digital products (the upcoming vitiligo treatment decision workbook, future ebooks, and downloadable guides) are eligible for a full refund within 14 days of purchase, provided you have not downloaded the file. Once downloaded, the product cannot be returned for technical reasons (a digital file cannot be unsent), so refunds are no longer possible.
If you have a problem with a digital product (it will not download, the link is broken, the content is materially different from how it was described), contact us and we will resolve it, including refunding you outside the 14-day window if appropriate.
How to request a refund
Email contact@vitiligomart.com with the following:
- The order number, booking reference, or payment confirmation.
- What you bought (coaching session, digital product, etc.).
- The reason for the refund request.
We respond within 3 business days. If your request is approved, refunds are issued via the original payment method and typically arrive within 14 days, depending on your bank or card issuer.
Chargebacks
If you have a concern about a charge, please contact us first. We almost always resolve issues directly and quickly. Filing a chargeback with your bank without first attempting to resolve the issue with us may delay your refund and, in cases where the chargeback is later found to be unwarranted, may result in us declining future bookings from the same payment method.
Updates to this policy
We may update this policy from time to time as our product mix evolves (for example, when we launch dropshipping or private-label products). Material changes will be flagged on the page itself, and the “Last updated” date below will be revised.
Questions
For any refund or cancellation question, email contact@vitiligomart.com. For specific concerns about a coaching booking, you can also message us via the same channel through which the payment link was sent.