Refund policy
Return & Refund Policy
Thank you for shopping with Vianly Co.
This Return & Refund Policy explains when and how customers can request a return or refund for orders placed on our website.
Our refund and return rules follow the standards of our logistics partners and fulfillment centers, simplified for US orders as below.
By placing an order on our store, you agree to the terms below.
1. Eligible reasons for return or refund
We are happy to help if there is a problem with your order.
We accept returns or refunds only for the following reasons:
1) Product quality issues
2) Product damaged during transportation:
If the product is seriously damaged or clearly broken upon arrival, we can offer a full refund or reshipment once you provide clear photos or video.
If you receive the wrong item, wrong color/size, or missing parts/accessories, we will refund or reship the correct item or missing parts after you provide photos showing the issue. If missing parts affect the product’s function, we will reship the full product.
If there is minor cosmetic damage that does not affect normal use (small scratches, loose threads, light wrinkles), we may offer a partial refund or reshipment depending on the situation.
For standard electronic products, any complaints must be submitted within 30 days from the date tracking shows delivered.
3) Wrong item, size or color sent by our side :
We do not accept returns or refunds for personal reasons such as change of mind, ordering the wrong size, or simply not liking the product (see section 5 below).
4) Order cancellations :
You may cancel for a full refund only if the order has not yet entered warehouse processing (our fulfillment center has not started picking or packing).
After payment, the following orders cannot be cancelled :
* Customized / POD (Print‑on‑Demand) products
* Special pre‑order or custom stock purchased especially for you
* Video or photo shooting service orders
5) Returns (US customers)
Currently, products can only be returned to our main overseas warehouse. Because international return shipping is expensive, slow (often up to 3 months), and parcels may be lost or damaged in transit, we generally do NOT recommend sending products back internationally.
If you still wish to return:
Please contact us within 30 days of receiving your product to request return approval and detailed instructions.
Once our warehouse receives and confirms the returned products, they may be added to our inventory for future orders. Refunds on returned products will be handled according to our internal policy and may not always be available.
6) Situations not eligible for refund or reshipment
We generally cannot accept disputes in the following situations :
Buyer simply does not like the product.
Buyer ordered the wrong item or provided a wrong/incomplete shipping address.
Product smell or minor differences within normal manufacturing tolerance.
Tracking shows “Delivered” and no official non‑delivery proof from the post office is provided.
Parcel is returned, discarded, or held because the recipient did not complete local customs clearance or import procedures (for products that require customs processing).
2. Time limit for claims
Customers must contact us within [30 days] after the order is marked as “delivered” to report any issue related to quality, damage or wrong item.
Requests submitted after [14 days] from the delivery date may not be accepted.
3. Proof required
To review and confirm your case, we may ask you to provide:
1) Clear photos of the product (front, back, and close-up of the defect or damage)
2) Photos of the outer packaging and shipping label
3) A short video if the product is not functioning properly or if the issue cannot be clearly shown in photos
If you do not provide sufficient evidence, we may not be able to approve a refund or replacement.
4. Our solutions (quality, damage, wrong item)
Once we confirm that there is a quality issue, shipping damage or that we sent the wrong item, we will offer one of the following solutions, depending on the situation:
1) Free replacement / reshipment of the correct item
2) Partial refund
3) Full refund
In many cases, for quality or damage issues, we can process a refund or reshipment based on photos or video, without requiring you to ship the product back internationally.
5. Non-acceptable reasons (change of mind, personal reasons)
Due to our fulfillment process and our supplier’s policy, we do NOT accept returns or refunds for personal reasons, including but not limited to:
1) Change of mind or no longer wanting the item
2) Ordering the wrong size, color or style
3) Finding a better price elsewhere after purchase
4) Slight color difference due to screen or device display
5) Delivery delays caused by customs, local couriers, weather, or other factors beyond our control
For these situations, we generally do not accept returns or refunds under our standard policy.
6. Exceptional returns for non-quality reasons
We understand that sometimes special situations can occur.
In rare, exceptional cases, if we agree in writing (for example by email) to accept a return for non-quality, personal reasons, the following conditions will apply:
1) Return shipping cost
- The customer must pay 100% of the return shipping cost.
- We do not reimburse or prepay return shipping fees.
2) Return address
- The product must be returned to our designated warehouse .
- The exact return address will be provided by our customer service team after you confirm that you wish to proceed.
3) Condition of returned items
- The product must be unused, undamaged, and in resellable condition.
- All original packaging, tags, labels and accessories must be included.
- If the returned item is used, damaged, or missing parts, we may refuse the refund or charge a restocking fee.
4) Shipping arrangement
- We are not able to provide a prepaid return label.
- The customer is responsible for arranging the shipment with a local carrier and for providing a valid tracking number.
5) Non‑delivery & delays
If tracking does NOT show “Delivered” and the parcel is confirmed lost by the delivery company, we can issue a refund or reshipment based on the investigation result.
If tracking shows “Delivered”, you will need to provide an official non‑delivery proof from your local post office (with stamp). Without this document, we cannot process a refund or reshipment.
7. Return shipping cost and international returns
Return shipping costs are not fixed and depend on your location, the carrier you choose, and the weight and size of the parcel.
For customers in the United States, international return shipping to our warehouse is usually relatively expensive compared to the product price. These fees are set and charged by the shipping companies, not by us.
Any customs duties, taxes or additional fees incurred during the return process are also the responsibility of the customer and will not be reimbursed.
8. Non-returnable items
For hygiene and safety reasons, the following categories are non-returnable in all cases, including but not limited to:
1) Intimate or sanitary goods
2) Personal care products
3) Customized or personalized items
4) Items clearly marked as “final sale” or “non-returnable” on the product page
If we add new product categories in the future, we may update this list accordingly.
9. Refund processing
Once your return (if required) is received and inspected, or once we approve your claim based on the evidence you provided, we will notify you by email.
If your refund is approved:
- We will process the refund within [3–7 business days].
- The refunded amount will be returned to your original method of payment.
Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.
10. Original shipping fees and additional charges
Original shipping fees, insurance fees and any customs or tax charges (if applicable) are generally non-refundable.
If you received a refund, it will cover only the product amount (unless otherwise stated in our communication with you).
11. Order cancellations
If you wish to cancel an order, please contact us as soon as possible at Vianlyco@hotmail.com.
If your order has not yet been processed or shipped, we will do our best to cancel it.
If the order has already been shipped, it will be treated as a regular order and will be subject to this Return & Refund Policy.
12. Contact us :
If you have any questions about this Return & Refund Policy or need help with an order issue, please contact us at:
Email: Vianlyco@hotmail.com
We will do our best to respond and assist you as quickly as possible.