Refund policy

1. Return Period

Customers may request a return within 14 days from the date of delivery.

2. Right of Withdrawal (EU & UK)

In accordance with applicable consumer protection laws, customers have the right to cancel their order within 14 days of receiving the goods, without giving any reason.

3. Return Conditions

To be eligible for a return, the item must be:

  • Unused and in its original condition
  • Returned in its original packaging
  • Accompanied by proof of purchase or order confirmation

Customers must contact us before returning any item to receive return instructions.

4. Non-Returnable Items

In accordance with applicable laws, certain items cannot be returned, including:

  • Opened or used hygiene and personal care products
  • Consumable goods once opened or used
  • Customized or personalized products
  • Perishable goods
  • Digital products once access or download has begun
  • Sealed goods that have been unsealed after delivery for hygiene reasons

5. Return Shipping Costs

  • If the item is defective, damaged, or incorrect → we cover return shipping costs
  • In all other cases → the customer is responsible for return shipping costs

All returned items must be sent using a tracked shipping service.

6. Refunds

Once the returned item has been received and inspected:

  • Refunds will be processed within 14 days
  • Refunds will be made to the original payment method whenever possible
  • Where this is not feasible due to technical or operational reasons, a bank transfer may be offered as an alternative, subject to the customer’s consent
  • No additional fees will be charged for refunds

We may withhold the refund until:

  • The returned item is received, or
  • Proof of return shipment is provided

7. Exchanges

We may offer:

  • A replacement product, or
  • A refund depending on the situation

8. Lost or Damaged Shipments

If an order is lost or arrives damaged, we will offer:

  • A replacement, or
  • An appropriate resolution depending on the case

9. Consumer Rights

This policy does not affect any mandatory consumer rights under applicable EU, UK, or US laws.

10. Contact

For any questions regarding returns or refunds, please contact our support team via the contact details provided on our website support@vlayno.com.