Refund & Return Policy
Return & Refund Policy
Returns
If you would like to return an order, please contact us at info@viorarstore.com before sending anything back.
Please include your order number and the reason for your return. We will provide you with the applicable return instructions for your order.
Please do not send any item back without receiving return instructions from us first.
14-Day Right of Withdrawal for EU Customers
If you are a consumer located in the European Union, you generally have the right to withdraw from your purchase within 14 days after receiving the goods, without giving any reason.
To exercise your right of withdrawal, please contact us at info@viorarstore.com with a clear statement that you wish to withdraw from your purchase.
After notifying us of your withdrawal, you must return the goods without undue delay and, in any event, within 14 days from the day on which you notified us of your withdrawal.
For a standard return due to a change of mind, you are responsible for the direct cost of returning the goods, provided that you were informed of this obligation before placing your order.
Refunds for Standard Returns
If you validly withdraw from your purchase, we will refund the payments we received from you, including the cost of the least expensive standard delivery option offered by us.
Additional costs resulting from your choice of a more expensive delivery method will not be refunded.
The cost of returning the goods is the customer's responsibility for standard returns, including returns due to a change of mind or no longer wanting the product.
We may withhold the refund until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.
Refunds will be made using the original payment method, unless otherwise agreed with you.
Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery.
If your item arrives damaged, defective, or different from what you ordered, please contact us at info@viorarstore.com, preferably within 24 hours of delivery, and provide clear photographs and/or video showing the issue.
This 24-hour notification period helps us investigate the issue promptly and obtain the necessary evidence from our fulfillment provider. It does not limit any mandatory statutory rights you may have under applicable consumer law.
For confirmed damaged, defective, or incorrectly supplied items, we will provide an appropriate solution in accordance with applicable law. Where the law requires the seller to bear return costs, you will not be responsible for those costs.
Failed Delivery, Uncollected or Returned Parcels
Customers are responsible for providing complete and accurate delivery information, including the recipient's name where required for successful delivery.
If an order cannot be delivered or is returned because of incorrect or incomplete delivery information provided by the customer, failure to provide required delivery information, failure to collect the parcel after a delivery attempt, or another circumstance attributable to the customer, we will contact the customer regarding the available options.
Where permitted by applicable law, reasonable and documented additional costs resulting from the failed delivery or return of the parcel may be charged to the customer.
If the parcel is returned to us and the customer wishes to have the order shipped again, any applicable additional shipping costs caused by the failed delivery may be payable by the customer.
If the customer instead wishes to cancel the order, any refund will be processed in accordance with the customer's applicable statutory rights and the circumstances of the failed delivery.
Condition of Returned Goods
For a standard withdrawal, you may handle and inspect the goods to the extent necessary to establish their nature, characteristics, and functionality.
If the value of the goods has been reduced because they were handled beyond what is necessary for such inspection, you may be liable for the resulting loss in value to the extent permitted by applicable law.
Non-Returnable Goods
Certain goods may be excluded from the statutory right of withdrawal where a legal exception applies, including goods made to the customer's specifications or clearly personalized goods.
Where a statutory exception applies, this will be communicated to the customer as required by law.
Exchanges
If you would like a different product, the simplest option may be to return the original item and place a new order.
Please contact us before returning the original item so that we can provide the appropriate return instructions.
Contact
For all return, withdrawal, refund, or order-related inquiries, please contact: