Return & Refund Policy
Order Cancellation
Orders may be canceled before they are shipped or enter the fulfillment process.
If your cancellation request is approved, you will receive a full refund.
Once an order has been shipped, it can no longer be canceled.
Returns
We accept eligible return requests submitted within 14 calendar days after receiving your order.
To qualify for a return, the item must:
- Be unused and remain in its original condition;
- Include the original packaging;
- Include proof of purchase or order confirmation.
Please do not send products directly back without prior approval.
How to Request a Return
To request a return, please contact our customer support team:
Email:
support@vioneille.com
Please provide:
- Your order number;
- The item you would like to return;
- The reason for the return;
- Photos or videos of the product when applicable.
Our team will review your request and provide return instructions after approval.
Return Address
Please do not send returns to our business registration address.
Once your return request is approved, our customer support team will provide the appropriate return address and return instructions.
Returns sent without prior approval may not be accepted.
Return Shipping Cost
For preference-based returns, including situations such as:
- Ordered the wrong item;
- Changed your mind;
- Personal preference reasons;
customers are responsible for return shipping costs.
If the item arrives:
- Damaged;
- Defective;
- Incorrect;
- Significantly different from the product description;
we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.
Refunds
Once we receive and inspect your returned item, we will notify you by email regarding whether your refund request has been approved.
If approved, your refund will be issued to your original payment method within:
5–10 business days after the returned item has been received and inspected.
Please note that the time required for the refund to appear in your account may vary depending on your payment provider or financial institution.
Late or Missing Refunds
If your refund has not appeared within the expected timeframe:
- Check your bank account again;
- Contact your payment provider or credit card company;
- Contact us if you still have not received your refund.
Email:
support@vioneille.com