Refund policy

Refund & Return Policy

At Vitessa, your satisfaction matters to us. Because our products are personal audio devices worn in and around the ear, the policy below is designed to be fair to you while protecting the health and hygiene of every customer. Please read it carefully before purchasing, as completing an order means you agree to these terms.

30-Day Return Window
You may request a return within 30 days of the date your order is delivered. Requests made after 30 days are not eligible. To be considered for a return, an item must be:
- Unused, unworn, and in the same condition that you received it;
- In its original packaging, with all accessories, cables, manuals, and protective materials included;
- Accompanied by your order number and proof of purchase.

Hygiene Notice and Store Discretion
Earbuds and in-ear audio products are personal-use items. For health and hygiene reasons, all returns and refunds are accepted at the sole discretion of Vitessa. We reserve the right to decline any return, exchange, or refund for items that have been used, worn, or removed from their sealed or protective packaging, except where an item is confirmed by us to be defective. This protects all of our customers and is consistent with standard practice for personal audio products.
If a return is approved at our discretion, the item must still meet the condition requirements above. Items returned in used, damaged, incomplete, or unsanitary condition may be refused or may qualify only for a partial refund, determined after inspection.

How to Start a Return
To request a return, email us at support@msparllc.com with:
- Your order number;
- The item(s) you wish to return;
- The reason for your return.
Our team will review your request and, if approved, reply with return instructions and the return address. Please do not ship any item back before receiving a return authorization from us. Unauthorized returns sent without prior approval may not be processed, refunded, or returned to you.

Return Shipping Costs
Customers are responsible for all return shipping costs. Original shipping charges, if any, are non-refundable. We strongly recommend using a tracked and insured shipping method, as we cannot be held responsible for returns lost or damaged in transit, and we cannot issue a refund for an item we do not receive.

Refunds
Once your returned item is received and inspected, we will notify you by email of the outcome. If your refund is approved at our discretion, it will be issued to your original payment method. Please allow 5 to 10 business days for the refund to be processed, and note that your bank or card issuer may require additional time before the funds appear on your statement.
If a refund has not been received after this period, please first check with your bank or card provider, then contact us at support@msparllc.com.

Damaged, Defective, or Incorrect Items
We inspect orders before they ship, but if something is wrong, we will make it right. You must inspect your order upon delivery and notify us within 48 hours of receiving it if the item is broken, defective, or you received the wrong product. Claims reported after this 48-hour window may not be eligible.
To file a claim, email support@msparllc.com within 48 hours of delivery and include:
- Your order number;
- Clear photos or a short video showing the defect or damage;
- A photo of the outer shipping package and the shipping label.
For verified claims of items damaged in transit, defective, or incorrect, we will arrange a free replacement or a full refund at no additional cost to you, including return shipping where a return is required. The resolution, whether a replacement or a refund, is determined by us after review.

Items That Cannot Be Returned
The following are not eligible for return or refund unless confirmed defective:
- Items that have been used or worn;
- Items with broken seals or removed protective or hygiene packaging;
- Items missing accessories, parts, or original packaging;
- Items returned more than 30 days after delivery;
- Items damaged by misuse, accident, or normal wear and tear after delivery;
- Gift cards and any items marked as final sale.

Order Changes and Cancellations
If you need to change or cancel your order, email us at support@msparllc.com within 24 hours of placing it and we will do our best to update it before it enters processing. Once an order has been processed or shipped, it can no longer be changed or cancelled, though you may still request a return under this policy after delivery.

Refused or Undeliverable Packages
If a package is refused at delivery or returned to us as undeliverable because of an incorrect or incomplete address provided at checkout, any reshipment will be at the customer's expense. Please double-check your shipping details before completing your order.

Chargebacks
If you have any issue with your order, please contact us first so we can resolve it. Filing a fraudulent chargeback while keeping the product is considered theft, and we reserve the right to dispute and provide evidence for any chargeback that does not follow this policy.

Questions
If you have any questions about returns or refunds, contact our support team at support@msparllc.com and we will be happy to help.

Last updated: June 2026