Refund policy
Our Commitment
We want you to love your fragrance purchase. However, due to health and hygiene regulations, we have specific return policies for perfume products.
Return Eligibility
Unopened Products:
- Must be returned within 30 days of delivery
- Must be in original, sealed packaging
- Must include all original materials and documentation
- Must be unused and in resalable condition
Opened Products:
- Due to health and hygiene regulations, we cannot accept returns of opened or used perfume products
- Exception: Damaged or defective products (see below)
Non-Returnable Items
The following items cannot be returned:
- Opened or used fragrances
- Products without original packaging
- Sale or clearance items (unless defective)
- Gift cards
Damaged or Defective Products
If you receive a damaged or defective product:
- Contact us within 7 days of delivery
- Provide photos of the damage or defect
- Include your order number
- We will provide a full refund or replacement
Return Process
To initiate a return:
- Contact our customer service team at [your email]
- Provide your order number and reason for return
- Wait for return authorization and instructions
- Ship the item back to the provided address
- Include tracking information
Return Shipping Costs
- Defective/Damaged Items: We cover return shipping costs
- Change of Mind: Customer is responsible for return shipping costs
- Wrong Item Sent: We cover return shipping costs
Refund Process
Once we receive and inspect your return:
- Approved refunds are processed within 5-7 business days
- Refunds are issued to the original payment method
- You will receive an email confirmation
- Please allow 5-10 business days for the refund to appear in your account
Exchanges
We do not offer direct exchanges. If you'd like a different product:
- Return the original item for a refund
- Place a new order for the desired product
Cancellations
You may cancel your order:
- Before it ships: Full refund
- After it ships: Subject to our return policy
To cancel an order, contact us immediately at [your email].
Exceptions
We reserve the right to refuse returns that don't meet our policy requirements.
Contact Us
For return and refund inquiries:
- Email: info@viestilo.com