Refund Policy

Refund Policy

At Viola & Vera, we care deeply about quality and customer satisfaction. Still, we understand that sometimes a return or exchange may be necessary. Please review our policy before starting any return process.

🔁 Returns

Yes, you may return your order. If you're not satisfied with your purchase, you can return it within 30 days of delivery, under the following conditions:

  • The item must be in original condition, with all parts, accessories, and packaging included.

  • The product must only show normal handling; items damaged due to misuse or neglect are not eligible.

  • For hygiene-sensitive items, products must be cleaned before return.

  • If defective, the issue must be reported immediately upon receipt.

  • Return shipping costs are the customer’s responsibility.

  • Returns are reviewed within 7 business days, and we will notify you once it’s approved.

⚠️ Note: We do not offer free returns. All return packages must include a valid tracking number. Returns sent without tracking or to an incorrect address will not be accepted or refunded.

🚫 Non-Refundable Conditions

  • If your item arrives damaged, we do not issue refunds, but we will gladly send a replacement product (either the same item or one of equal value) free of charge.

  • Items showing signs of use, damage, or intentional tampering will be rejected.

  • We are not responsible for delivery delays due to factors beyond our control (e.g., customs, courier strikes, weather). These do not qualify for a refund.

📨 How to Request a Return

To initiate a return, please email us at: [your email address]

Include the following in your message:

  • Your order number

  • The reason for the return

  • A photo of the item if damaged

  • Your full name

  • Your shipping address

❗️Wait for our team to provide the correct return address. Do not send items back to the sender address; these will not be processed.

⚠️ Right of Withdrawal

You have the right to cancel your purchase within 14 days of receiving your order, if you're buying for personal use and not as a business.

Please note:

  • The 14-day period begins from the day you (or an authorized person) receives the last item of your order.

  • As orders are processed automatically, cancellation is not possible once the item ships. If you change your mind, please wait to receive the package and follow the return steps.

Return shipping costs are the customer's responsibility.

🚚 Items in Transit

Orders are shipped from our central warehouse in Asia. Delivery times may vary, and once shipped, cancellations are not possible.

If you intend to cancel your order after receiving it, we recommend contacting us in advance to streamline the return process.

💳 Refunds

If you use your right of withdrawal and your return is approved, we will refund the product price (excluding shipping costs and any premium delivery charges) within 14 days of receiving your cancellation notice and returned item.

Refunds are made using the original payment method, unless otherwise arranged.

All returns must be shipped back to our central warehouse in Asia at the customer's expense.