At Vilako.xyz, we are committed to ensuring that you are completely satisfied with your purchase. Our return policy has been designed to provide you with a clear understanding of the process and guidelines for returning products. Please read the following information carefully, as it will help you with returns and exchanges.
1. General Return Guidelines
We understand that sometimes purchases do not meet your expectations, and we want to make sure that returning an item is as easy as possible. If you are not completely satisfied with your purchase, you may return eligible items within 30 days from the date of delivery.
To be eligible for a return, the item must:
- Be unused, unworn, and in the same condition that you received it.
- Be in its original packaging, with all tags, labels, and accessories included.
- Not be a final sale item (such as customized or personalized products, perishable goods, and items marked as non-returnable).
Please Note: Certain products may have specific return policies that apply. If this is the case, the product page will provide relevant return instructions.
2. How to Initiate a Return
If you would like to initiate a return, please follow these steps:
- Contact Us: Reach out to our customer support team at support@vilako.xyz with your order number and the item(s) you wish to return. Please include a reason for your return.
- Approval: Our team will review your request and confirm whether your return is eligible. We will send you an email with instructions on how to proceed.
- Return Shipping: If your return is approved, you will be instructed to ship the item(s) back to our return center. You will be responsible for return shipping costs, unless the item is defective or incorrect.
3. Refund Process
Once we receive your returned item(s), we will inspect them to ensure they meet the return guidelines. If everything is in order, we will issue a refund to your original payment method within 7-10 business days.
Please Note: Refunds may take additional time to process depending on your payment method or financial institution. We will notify you once your refund has been processed.
4. Non-Returnable Items
The following items are not eligible for return:
- Customized or personalized products.
- Gift cards.
- Perishable goods, such as food or flowers.
- Intimate or sanitary products.
- Clearance or final sale items.
- Products that have been opened or used.
Damaged or Defective Items: If the product is damaged or defective, you are entitled to a refund or exchange, even if it is on the list of non-returnable items. Please contact our customer support team with photos and details of the damage or defect.
5. Exchanges
If you need to exchange an item for a different size, color, or model, please initiate a return first, and then place a new order for the desired item. Unfortunately, we do not process direct exchanges.
We suggest that you return the original item, and once we have received it, we will issue a refund. You can then place a new order for the correct item.
6. Return Shipping Costs
Unless the item you received is defective, damaged, or incorrect, you will be responsible for the return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance for returns over a certain value, as we cannot guarantee that we will receive your returned item.
If the return is due to an error on our part, we will cover the return shipping costs and provide you with a prepaid return label.
7. Processing Time for Returns
Once your return is received and inspected, it may take up to 7-10 business days for the refund to be processed. You will receive an email notification once the return has been processed and the refund issued. Please allow additional time for the refund to appear on your account, depending on your payment method or financial institution.
8. Restocking Fees
In some cases, we may charge a restocking fee for returned items. This will be specified in the product’s return guidelines or during the approval process. Restocking fees typically apply to returned items that have been opened or used but are still in resellable condition.
9. Gift Returns
If you received an item as a gift and would like to return it, please contact our customer support team with the order number. We will offer you an exchange or store credit for the value of the returned item.
10. Incorrect or Damaged Items
If you receive an incorrect or damaged item, please contact our customer support team as soon as possible, and we will resolve the issue for you. You may be eligible for a full refund, a replacement item, or an exchange at no extra cost to you.
Steps to take for damaged or incorrect items:
- Take clear photos of the damage or incorrect item.
- Contact our customer service team within 7 days of receiving the item.
- Provide your order number and a description of the issue.
11. Cancellations
If you wish to cancel an order, please contact us immediately. We strive to process orders as quickly as possible, so cancellations can only be processed if the order has not yet been shipped.
Once your order is shipped, it cannot be canceled, but you may still return the item according to our return policy.
12. International Returns
If you are returning an item from outside the country, please be aware that international returns may be subject to additional shipping charges, customs duties, or taxes. These fees are the responsibility of the customer.
Please follow the same return process outlined above, and make sure to declare the value of the returned item when shipping it back to us.
13. Contact Information
If you have any questions regarding our return policy or need further assistance with a return, please do not hesitate to contact our customer support team. You can reach us by:
- Address: 9000 Fouts Rd, Roswell, GA 30076, United States
Phone: +17705946134
Email: admin@vilako.xyz - Address: Vilako.xyz Returns Department, 123 Main Street, City, Country
14. Changes to the Return Policy
We reserve the right to update or modify our return policy at any time. Any changes will be posted on this page, and we encourage you to review this policy periodically for updates. The date of the most recent update will always be displayed at the top of this page.