Returns & Refunds Policy
Effective date: February 27, 2026
By placing an order and completing payment on our website, you confirm that you have read, understood, and agreed to this Returns & Refunds Policy. We aim to let you shop with confidence while protecting both customers and our store from fraud, abuse, and malicious claims.
This policy does not limit any non-waivable consumer rights under applicable law.
1) 30-Day Return Window
You may submit a return request within 30 calendar days of the delivery date shown by the carrier tracking record. Requests submitted beyond this window may not be accepted, except where required by applicable law.
2) Return Eligibility
To qualify for a return and refund, all conditions below must be met:
- The item must be unused, unwashed, and undamaged.
- Original packaging, tags, accessories, manuals, and included parts must be complete.
- Valid proof of purchase is required (order number and billing email).
- Your request must be reviewed and approved before any return shipment.
3) Non-Returnable / Final Sale Items
The following are generally not eligible for return or refund, except where required by applicable law:
- Used items, tampered items, or items damaged by misuse, improper handling, or unauthorized repair/modification.
- Items missing packaging, tags, security labels, accessories, or included parts.
- Customized, personalized, engraved, made-to-order, or on-demand products.
- Products marked as final sale or clearance at purchase.
- Digital products, virtual goods, gift cards, or downloadable content.
4) How to Request a Return or Refund
Use our portal: https://vihi.design/order-tracking-refund/
Or email: [email protected]
Your request must include order number, billing email, return reason, and clear photos/videos for damaged, defective, or incorrect item claims.
5) Return Authorization (RA) Required
Do not ship items back before approval. Approved requests receive an RA number and return instructions. Returns without RA may be refused and may not be refunded.
6) Return Shipping & Delivery Requirements
- Customers are responsible for return shipping costs unless the return is due to our confirmed error.
- Customers bear transit risk for unauthorized or improperly shipped returns.
- Trackable shipping with proof of delivery is required for all approved returns.
- Returns must be sent only to the address provided in RA instructions.
7) Damaged, Defective, or Incorrect Items (Our Error)
Please report issues within 7 calendar days of delivery with photos/videos for faster processing. This request window does not limit mandatory statutory rights where applicable.
If approved, we will provide a legally compliant remedy, which may include replacement, refund, or other required remedy.
8) Change-of-Mind / Non-Defective Returns
- Refund scope: refundable amount is typically the paid item price after inspection and approval.
- Non-refundable costs may include original shipping, return shipping, duties, taxes, and similar charges, where permitted by law.
- Third-party payment processing fees (for example PayPal/card network fees) may be non-refundable to us; where permitted by law, refundable amount may be reduced by those non-refundable fees, and not in cases where mandatory consumer law requires full reimbursement.
9) Inspection & Final Refund Determination
All returns are inspected on arrival. If eligibility requirements are not met, we may deny the refund or issue a partial refund where permitted by law.
10) Refund Timing
- Request review: 1–2 business days.
- Refund issuance after approved inspection: 3–5 business days.
- Bank/payment provider posting time: usually 5–10 business days.
11) PayPal Refund Terms
- Refunds are sent to the original PayPal payment source/account used for the order.
- In rare cases (network/account constraints), refunds may be completed in multiple transactions, but approved total refund amount will be honored.
12) Fraud & Abuse Prevention
We reserve the right to deny return/refund requests and restrict future purchases for confirmed abuse or fraud, including false claims, manipulated evidence, repeated abusive patterns, swapped items, empty-box returns, or altered serial/security labels.
13) Shipping Address & Payment Protection
- We may ship only to payment-provider verified addresses for risk control.
- High-risk orders may be cancelled/refunded or require extra verification.
- Address changes after order placement are not guaranteed.
14) Chargebacks & Payment Disputes
If a chargeback/dispute is opened while a return/refund is in progress, we may pause duplicate processing until the dispute is resolved. Chargeback outcomes and any related fees are determined by payment-provider/card-network rules and applicable law.
15) Governing Law
This policy is governed by the laws of the jurisdiction where our store is registered, except where mandatory consumer protection laws apply.
16) Contact
For return/refund questions: [email protected]