Returns, refunds, and warranty
Understand the 30-day device return, software trial and upgrade rules, course refund limits, the 2-year warranty, and how to request a refund or repair.
This page summarizes Vitruve's Return & Refund Policy and Warranty Policy. The full policies take precedence where they differ.
Returns and refunds
| Product | Return or refund terms |
|---|---|
| Physical devices (Vitruve encoder and any future physical device) | 30 days of free return and full refund. Vitruve covers the return shipping costs. |
| Software products | 30-day free trial. No refund once you have paid. |
| Software upgrades | You are charged for the new plan, minus the unused time remaining on your current plan. |
| Powerlifting VBT training program/guide | No return and no free trial. No refunds after purchase. |
| VBT Intermediate Course | Refund considered only if you have completed less than 15% of the course. |
Physical devices
You pay for the device up front and can try it for 30 days. If you find it unsuitable, return it within those 30 days for a full refund. Vitruve covers the shipping cost of the return.
For an unshipped order you want to cancel, contact support immediately with the order number and checkout email. The team cancels it and refunds your original payment method; the refund usually appears within 2–5 business days, depending on your bank. You don't need to do anything else, and you can place a new order straight away, for example to use a discount code or another payment method. To drop just one item ordered by mistake, ask for that item to be removed and refunded. Once it ships, ask about a return rather than assuming the carrier can cancel delivery. For a change-of-mind return, keep the device and packaging until the team provides return instructions; the refund is handled after the return is reviewed. A faulty device replacement is a different process from a return for refund.
Software products
Every Vitruve software product has a 30-day free trial, so you can use it without paying during that period. Once you make the payment or purchase, Vitruve does not offer a refund. Use the trial to decide whether the plan suits you.
Software upgrades
When you upgrade, Vitruve charges the new plan and deducts the value of the time you had left on your previous plan.
For example, if you paid for 1 year of Elite and want to upgrade to Professional after 6 months, you are charged 1 year of Professional minus the amount corresponding to the 6 months of Elite you had left.
To check which plan your organization has, see Plan and access.
Courses and other digital products
- Powerlifting VBT training program/guide: there is no return or free trial for this product. Once purchased, no refunds are made.
- VBT Intermediate Course: a refund is considered only if you have completed less than 15% of the course. Once you have progressed beyond 15%, refunds are not granted. Being under this threshold is a prerequisite for any refund request to be considered.
Warranty
The standard warranty lasts 2 years and covers only factory errors or malfunctions.
It does not cover damage you cause to the device, for example by dropping a disc or a bar on it. Position the device where weights cannot land on it; see Devices for placement guidance.
Some premium Vitruve Teams packages include extended full coverage, with free replacements no matter what happens to the device. Ask the team which packages include it before you buy.
If a cord has snapped or will not retract, a power switch only works while held, charging fails, or a screen is damaged, start with device symptom checks. For a warranty claim, use the Vitruve Returns Portal and provide the order number or purchaser details, a photo or video of each affected device, and your delivery details. The team will confirm coverage and whether it needs the faulty unit returned; do not ship or discard it until instructed. If the standard warranty has ended, ask which paid replacement, upgrade, or repair options are available for your model. Availability and price are confirmed case by case.
Request a return, refund, or repair
- Have your order number and, for a repair, a description of the fault ready. See Report a broken or faulty device for what to include.
- Open a ticket in the chat on support.vitruve.fit: select the purple icon in the bottom-right corner and follow the instructions. You can also write from the Vitruve contact page or email support@vitruve.fit.
- Say whether you want a refund, a warranty claim, or help with an out-of-warranty device. For a faulty device you can also begin at the Returns Portal.
The team gets back to you in less than 24 working hours with the next steps. Wait for their instructions before sending a device back.
Request a device refund within 30 days
The free return and full refund for a physical device applies within 30 days of trying it. Open the ticket before that period ends.
Related
Get an invoice or correct billing details
Find an order or subscription invoice, request a company invoice or correction, and ask about payment and pro forma options.
Report an order or shipping problem
Ask about order status, request an invoice, or report a defective or missing item, with the details support needs to resolve it by email.