Refund Policy

IMPORTANT: Returns Are Not Free

Viloa does not offer free returns. Return shipping costs and any associated fees are the customer’s responsibility, unless the return is due to an error on our part or a confirmed defective item (see “Damaged or Incorrect Items”).

Return Eligibility (30 Days)

If you are not satisfied with your purchase, you may request a return within 30 days of receiving your order, provided that:

  1. The item is returned complete, including any included parts/accessories, and in its original packaging where reasonably possible.

  2. The item shows no signs of excessive use, misuse, or damage caused by improper handling.

  3. Items that are hygiene-sensitive must be returned clean and unused (where applicable).

  4. Any damage or defect must be reported as soon as possible after delivery and supported with photos where requested.

We reserve the right to refuse returns that do not meet these conditions.

How to Request a Return

To start a return, email us at: Info@viloa.de

Please include:

  • Order number

  • Reason for return

  • Customer full name

  • Full return address

  • Photos (required if the item is damaged/defective or incorrect)

After reviewing your request, we will provide the correct return address and instructions.
Please do not return items to the sender address shown on the parcel. Returns sent without approval or to the wrong address may not be processed.

Return Shipping Costs

You are responsible for return shipping costs.
We recommend using a tracked shipping method, as you are responsible for the return shipment until it reaches the return address.

Please note: Returns are processed at our central warehouse in Asia, and return shipping costs may therefore be higher.

Processing Time

Once your return is received and inspected, we will process it within approximately 7 business days. If the return is approved, your refund will be issued shortly thereafter.

Refunds

If your return is approved, we will refund the purchase price of the returned item(s) using the same payment method you used for the original transaction, unless otherwise agreed.

Shipping fees (if any were charged) are generally non-refundable, except where required by law.

Damaged, Defective, or Incorrect Items

If you received an item that is defective, damaged, or incorrect, please contact us at Info@viloa.de as soon as possible and include photos. If the claim is confirmed, we will provide an appropriate solution (replacement, refund, or other remedy) in accordance with applicable consumer laws.

Right of Withdrawal (EU Consumers – 14 Days)

If you are a consumer residing in the European Union, you have the statutory right to withdraw from your purchase within 14 days from the day you (or a third party nominated by you) receive the goods, without giving any reason.

How to Exercise Your Right of Withdrawal

To withdraw, email us at Info@viloa.de with a clear statement that you wish to withdraw from the contract. Please include your order number.

You must return the goods without undue delay and no later than 14 days after notifying us of your withdrawal.

Return Costs (EU Withdrawal)

For withdrawals, the customer bears the direct cost of returning the goods, unless we explicitly agree otherwise.

Refund Timing (EU Withdrawal)

If you withdraw, we will refund all payments received for the returned goods without undue delay and no later than 14 days from the day we are informed of your decision to withdraw.

We may withhold the refund until:

  • we have received the goods back, or

  • you have supplied evidence that you have returned the goods,
    whichever is earlier.

Refunds will be made using the same payment method used for the original transaction unless agreed otherwise.

Contact

For any questions about returns or refunds, contact us at:
Info@viloa.de