Cancellation policy
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Cancellation Policy
This Cancellation Policy governs the cancellation and modification of orders placed through getvitessa.com (the "Site"), operated by Vitessa. By placing an order on the Site, you acknowledge that you have read, understood, and agree to be bound by the terms set forth below, which are incorporated into and form part of our Terms of Service.
1. Cancellation Window
Orders may be cancelled free of charge only before fulfillment has commenced. To request cancellation, you must email within twenty-four (24) hours of order placement, stating your order number and the words "Cancellation Request" in the subject line. Cancellation requests submitted through any other channel, or without a valid order number, may not be processed. We will use commercially reasonable efforts to intercept your order prior to fulfillment; however, receipt of a cancellation request does not guarantee cancellation.
2. No Cancellation After Dispatch
Once an order has been fulfilled, dispatched, or a shipment tracking number has been generated or provided to you — whichever occurs first — the order is deemed final and is no longer eligible for cancellation, in whole or in part. At that point, title and risk of loss pass in accordance with our Shipping Policy, and your sole and exclusive remedy shall be to request a return in accordance with our Refund & Return Policy after the order has been delivered. For the avoidance of doubt: a cancellation request received after a tracking number has been issued shall be treated as a return inquiry, not a cancellation.
3. Refusal of Delivery
Refusing delivery of a shipped order does not constitute a valid cancellation and does not entitle you to an automatic refund. Refused or undeliverable packages are handled in accordance with our Refund & Return Policy, and any costs incurred as a result of refusal, including return carriage and handling, may be deducted from any refund approved at our discretion.
4. Order Modifications
Requests to modify an order, including changes to items, quantities, shipping address, or selected options, are subject to the same conditions and time limits as cancellation requests under Section 1. Once fulfillment has commenced or a tracking number has been issued, no modifications can be made.
5. Service Add-Ons
Optional service items, including but not limited to Priority Processing and VIP Support with Extended Warranty, are deemed performed upon dispatch of the related order and are non-refundable thereafter. If an eligible order is cancelled in full under Section 1 before fulfillment, any service add-on fees will be refunded together with the order.
6. Refunds for Approved Cancellations
Where a cancellation request is approved prior to fulfillment, a full refund will be issued to the original method of payment. Please allow five (5) to ten (10) business days for processing; your bank or card issuer may require additional time before funds appear on your statement.
7. Our Rights
We reserve the right, at our sole discretion, to cancel any order at any time, including in cases of suspected fraud, pricing or inventory errors, or inability to verify order information, in which case a full refund will be issued. We further reserve the right to amend this Cancellation Policy at any time; amendments take effect upon posting to the Site and apply to orders placed after the effective date.
8. Contact
For cancellation requests or questions regarding this policy, contact our support team at with your order number.
Last updated: July 2026