Refund Policy

Refund Policy

Return & Exchange Policy

We want you to love what you ordered. That’s why we take extra care with our product descriptions, sizing guides, and photos — so you can shop with confidence.

If something isn’t right with your order — whether it arrived damaged, doesn’t fit, or isn’t what you expected — we’re here to help. No runaround, no long wait times. Just real support from real people.

Our Promise

We believe in making things right. If your order arrives with an issue — wrong size, damage during shipping, or something that doesn’t match what you saw on our site — we’ll take care of it.

14-Day Cancellation Policy

You may request a return or cancellation within 14 days of receiving your order.

To be eligible:

  • The item must be unused and in its original condition

  • The item must be returned in its original packaging (if applicable)

Once the return is approved, we will issue a refund or replacement depending on the situation.

Need a Different Size?

It happens. Bodies are different, and sometimes a size chart doesn’t tell the whole story.

If your product doesn’t fit the way you expected, we’ll swap it out for free:

  • Contact us within 7 days of receiving your order

  • Include a photo of the product being worn

  • We’ll ship the correct size at no cost

One size exchange per order.

Damaged or Wrong Items

If your product arrives damaged or incorrect, we’ll replace it free of charge.

Email us within 7 days with photos and we’ll take care of it.

A Few Things to Keep in Mind

  • Requests must be made within 7 days for issues

  • We may require photo verification

  • Each order is eligible for one exchange

  • In some cases, we may offer store credit or replacement instead of refund

Lost Packages

Once tracking shows delivery, the package is considered delivered. If there’s an issue, contact the carrier first, then reach out to us.

Shipping Delays

Delivery times are estimates. Delays may occur due to carriers, customs, or holidays.

Legal Compliance

Nothing in this policy is intended to limit any rights that may apply under mandatory consumer protection laws in the customer’s country of residence.

Questions?

support@viloer.com