Refund policy

This Returns, Refunds & Cancellation Policy is issued by Vhailo LLC (“Vhail”, “we”, “our”, “us”).
By placing an order on our store, you agree to the terms below.

1. Returns

1.1 When Returns Are Accepted

We only accept returns if the issue is caused by our error, including:

  • You received the wrong item
  • The item arrived damaged
  • The item has a manufacturing defect

To be eligible:

  • The item must be unused, in original condition, and in original packaging
  • A return request must be submitted within 7 days of delivery
  • A valid proof of purchase is required

1.2 When Returns Are Not Accepted

We do not accept returns for:

  • Change of mind
  • Incorrect selection (including size, style, or product choice)
  • Minor differences in color or appearance due to lighting, screen settings, or manufacturing variations

Customers are responsible for reviewing product details and sizing information carefully before placing an order.

1.3 Size Exchange (Limited Support)

We do not accept returns for incorrect size selection. However, we offer limited size exchange support under the following conditions:

  • Requests must be submitted within 7 days of delivery
  • The item must be unused, unworn, and in original condition and packaging
  • Customers must provide photo proof of the item

If approved:

  • Customers are responsible for all shipping costs, including return shipping and reshipping of the replacement item
  • Exchanges are subject to product availability

In some cases, we may offer a discounted replacement instead of requiring a return.

1.4 Proof Requirement

All claims must include clear photo or video evidence showing:

  • The product
  • The issue
  • The packaging (if applicable)

Claims without sufficient evidence may not be approved.

1.5 Return Approval

All returns must be approved by our support team before being sent back.

Returns sent without approval may not be accepted or processed.

1.6 Return Shipping

For approved defective or incorrect items, we may, at our discretion:

  • Provide a replacement,
  • Issue a refund, or
  • Require the item to be returned for inspection

In some cases, returning the item may not be required.

If a return is required and has been approved, we will provide detailed instructions.
Return shipping responsibility will be determined on a case-by-case basis, unless otherwise specified.

If a return shipment is required:

  • Customers must use a trackable shipping method
  • We are not responsible for items lost or damaged during return transit

2. Refunds

2.1 Approval Process

Once your request or returned item is received and inspected, we will notify you of:

  • Approval, or
  • Rejection (with explanation)

2.2 Refund Method

All refunds are issued to the original payment method only.

2.3 Processing Time

Refunds are processed within 5–10 business days after approval.

Please note that your bank or payment provider may require additional time to reflect the refund.

3. Issue Reporting Timeframe

Customers are encouraged to report issues within 72 hours (3 days) of delivery for faster resolution.

Requests submitted after this period may still be reviewed on a case-by-case basis.

4. Order Delays & Lost Shipments

If your order:

  • Has no tracking updates, or
  • Remains in transit beyond:
    • 45 days (United States)
    • 60 days (international)
    • 110 days (Brazil)

We will offer either:

  • A free replacement, or
  • A full refund

Exceptions may apply for remote locations or specific shipping methods.

5. Delivered but Not Received

If tracking shows your order as delivered but you did not receive it:

  • We will assist in contacting the carrier and opening an investigation
  • A non-delivery certificate may be required to proceed

6. Refused or Unclaimed Orders

Orders that are:

  • Refused by the customer, or
  • Left unclaimed

may not be eligible for a full refund.

Any related costs (such as return shipping or carrier fees) may be deducted from the refund.

7. EU & UK Customers

If you are located in the European Union or United Kingdom, you have the right to withdraw from your purchase within 14 days of delivery, in accordance with applicable laws.

Conditions:

  • Items must be unused and in original condition
  • Return shipping costs are the responsibility of the customer unless otherwise required by law

8. Order Cancellation

  • Orders can be canceled within 6 hours of purchase on the same day
  • After this period, orders may already be processed and cannot be canceled

Please note:

  • A management, processing, and transaction fee of up to 5% of the total order value may be applied to approved cancellations to cover non-refundable payment processing costs.
  • A full refund is only available when switching to a new order. Once a new order is placed, the original order will be automatically canceled and refunded in full.

Approved cancellations will be refunded to the original payment method.

9. Contact Us

For all return requests or support inquiries, please contact:

Email: lindasupport@vhail.co