Last Updated: August 18, 2026

This Refund and Cancellation Policy applies to eligible programs, services, products, subscriptions, and related purchases made through the Metra Health website operated by Vitalis Naturals INC.

Please review this Policy before making a purchase or enrolling in a program.

1. ORDER AND PROGRAM CANCELLATIONS

To request a cancellation, contact us at support@metrahealth.net as soon as possible.

A transaction may be canceled and refunded if processing or performance has not begun.

We cannot guarantee cancellation after an order, program, or service has entered:

• Review

• Processing

• Preparation

• Fulfillment

• Shipping

• Activation

• Performance

Where cancellation is still available, any eligible refund will be processed according to this Policy.

2. PROGRAM ELIGIBILITY AND AVAILABILITY

Submitting an order, questionnaire, assessment, intake form, or other information does not guarantee:

• Eligibility

• Approval

• Access to a particular program

• Access to a particular product

• A prescription

• Fulfillment

• A particular outcome

Where a program, product, or service requires additional review or approval, availability may depend on completion of the applicable process.

If an eligible paid product or service cannot be provided because a required approval is not obtained, the refundable portion of the applicable charge will be returned to the original payment method.

If a separately disclosed consultation, assessment, processing, administrative, or service fee applies, its refundability will be governed by the terms presented before payment.

3. SERVICE AND PROGRAM FEES

Program and service fees may become non-refundable once the applicable service has been substantially performed or made available.

This may include, where applicable:

• Completed assessments

• Completed reviews

• Activated program access

• Digital resources already delivered

• Completed support services

• Other services already substantially provided

Any non-refundable fee or limitation will apply only where disclosed and permitted by applicable law.

4. 30-DAY SATISFACTION GUARANTEE

Where the Metra Health website or a specific offer expressly includes a 30-Day Satisfaction Guarantee, that guarantee applies only according to the terms displayed with the applicable offer.

Unless otherwise stated in the applicable offer:

• The request must be submitted within 30 days of the applicable purchase date.

• The guarantee applies only to eligible purchases expressly identified as covered.

• Certain shipping charges, third-party fees, completed services, restricted products, or other non-refundable amounts may be excluded.

• The guarantee does not create a right to retain a refunded physical product where return is legally and practically required.

• Abuse, duplicate claims, fraud, or materially false information may make a claim ineligible.

The specific terms shown at the time of purchase control if they differ from this general description.

5. NON-RETURNABLE PRODUCTS AND COMPLETED SERVICES

Certain products and services may not be eligible for return or refund for health, safety, regulatory, hygiene, personalization, or service-performance reasons.

Examples may include:

• Products that have been opened or used

• Products that cannot safely be restocked or resold

• Personalized or specially prepared items

• Restricted products

• Services already substantially completed

• Digital services or program access already provided

• Prescription products, where applicable, after they have been lawfully dispensed or shipped

We generally cannot accept a return simply because:

• The customer changed their mind after a non-returnable item was processed

• The item is no longer wanted

• The product has been opened or used

• A completed service is no longer wanted

• An order has already been fulfilled or shipped

• The customer provided an incorrect or incomplete delivery address

Do not mail any product back without written return authorization from us.

6. DAMAGED, INCORRECT, OR INCOMPLETE ORDERS

If a physical order arrives damaged, incorrect, or incomplete, please contact us within 48 hours of delivery.

Please provide:

• Your full name

• Order number

• Description of the problem

• Clear photographs of the product

• Clear photographs of the shipping package

• Clear photograph of the shipping label

After review, we may provide an appropriate:

• Replacement

• Reshipment

• Account credit

• Partial refund

• Full refund

The appropriate resolution depends on the circumstances of the order.

Do not use any product that appears:

• Damaged

• Opened

• Contaminated

• Incorrectly labeled

• Different from what you ordered

• Unsafe to use

7. LOST OR DELAYED SHIPMENTS

Delivery dates and estimates are not guaranteed.

If tracking shows an unusual delay, contact customer support so we can review the shipment with the carrier or fulfillment provider.

If tracking shows “Delivered” but you cannot locate the package, please first:

• Check with household members

• Check with neighbors

• Check with building staff or reception

• Check nearby delivery locations

• Review available tracking details

You may also be asked to contact the carrier to confirm delivery information.

Refund or replacement eligibility for a missing shipment will be determined after available tracking information, delivery records, and carrier information have been reviewed.

8. INCORRECT SHIPPING INFORMATION

Customers are responsible for providing a complete and accurate delivery address.

Orders that are delayed, returned, misdelivered, or lost because incorrect or incomplete shipping information was provided may not qualify for a refund.

Where reshipment is available, additional shipping charges may apply.

9. SUBSCRIPTIONS AND RECURRING PLANS

Where Metra Health offers a subscription or recurring program, the applicable offer will disclose important terms before enrollment, including:

• Price

• Billing frequency

• Renewal terms

• Cancellation instructions

• Any applicable minimum commitment

You may cancel an eligible recurring plan according to the cancellation method disclosed at enrollment or through any available account-management tools.

Cancellation prevents eligible future renewals after the cancellation becomes effective.

Cancellation does not automatically refund:

• A billing period that has already begun

• An order already processing

• An order already fulfilled or shipped

• Services already substantially provided

Any refund rights relating to a recurring plan are subject to this Policy, the applicable offer terms, and applicable law.

10. DUPLICATE OR UNAUTHORIZED CHARGES

If you believe:

• You were charged more than once for the same transaction, or

• A charge was made without your authorization,

please contact us promptly at support@metrahealth.net.

We will review the available transaction information and take appropriate action where warranted.

11. REFUND METHOD

Approved refunds are generally issued to the original payment method used for the transaction.

We do not normally redirect a refund to a different card, bank account, or payment method.

If the original payment method is no longer available, the applicable payment processor's procedures may apply.

Shopify allows merchants to issue full or partial refunds through the order record.

12. REFUND PROCESSING TIME

Once approved, we generally submit refunds within 5–10 business days.

After we submit a refund, your bank, card issuer, or payment provider may require additional time before the credit appears on your account.

Processing times are controlled in part by the applicable financial institution or payment processor.

13. CHARGEBACKS AND PAYMENT DISPUTES

If you believe there is a problem with a transaction, we encourage you to contact us first so we have an opportunity to review and resolve the issue.

Nothing in this Policy limits any dispute rights you may have under applicable law or through your payment provider.

For credit-card purchases, consumers may also have separate dispute rights under federal law depending on the circumstances.

14. HOW TO REQUEST ASSISTANCE

To:

• Request a cancellation

• Report an order issue

• Request an eligible refund

• Ask about a subscription

• Report a duplicate charge

• Ask about delivery

please contact:

Vitalis Naturals INC
99 State St
Westbury, NY 11590
United States

Email: support@metrahealth.net

When contacting us, please include:

• Your full name

• Order number, if applicable

• A clear description of your request

• Relevant photos or supporting information where appropriate

Please do not send sensitive medical or health information through ordinary customer-service email unless specifically requested through an appropriate secure process.