Returns & Refunds Policy
RETURNS & REFUNDS POLICY
At SHOPVIIA, we want you to have a smooth shopping experience. If there is an issue with your order, our support team will work with you to review the situation and determine the appropriate resolution in accordance with this policy.
1. RETURN ELIGIBILITY
A product may be eligible for a return, replacement, or refund when:
• The product received is damaged.
• The product received is defective.
• The wrong product was delivered.
• The product is missing essential parts or accessories that were included with the order.
• The product otherwise qualifies under the applicable return terms displayed on the product page or at the time of purchase.
Eligibility may vary by product because certain items may have specific return requirements or may not be eligible for return due to their nature.
2. RETURN REQUEST PERIOD
Return or issue requests must be submitted within the return period specified for the applicable product or order.
If no product-specific return period is displayed, customers should contact SHOPVIIA customer support as soon as possible after receiving the order.
Please do not send a product back before receiving instructions from SHOPVIIA. Unauthorized returns may not be accepted or may result in delays in processing your request.
3. HOW TO REQUEST A RETURN
To request a return, replacement, or refund, contact SHOPVIIA customer support and provide:
• Your order number
• Name and contact details used for the order
• Product name
• Reason for the request
• Clear photographs or video showing the issue, where applicable
Our team may request additional information if necessary to evaluate the request.
4. DAMAGED OR DEFECTIVE PRODUCTS
If your product arrives damaged or defective, please contact us promptly after delivery.
Where possible, retain the original packaging, shipping label, product packaging, accessories, and other materials until the issue has been reviewed.
Photographs or video may be requested to help us assess the condition of the product and determine the appropriate resolution.
Depending on the circumstances, the resolution may include a replacement, refund, repair, store credit, or another appropriate solution.
5. WRONG OR MISSING ITEM
If you receive an item different from the product you ordered, or if an item or essential component is missing from your shipment, contact us with your order details and supporting photographs.
After verification, SHOPVIIA may arrange an appropriate replacement, refund, or other resolution.
6. PRODUCT CONDITION FOR RETURNS
Where a return is approved, the product should generally be returned in the condition required by the applicable return instructions.
Unless otherwise specified, products should be returned with applicable accessories, manuals, packaging, tags, and other items supplied with the order.
A return may be refused or a refund may be reduced where a product has been used, damaged, altered, or returned in a condition that does not meet the applicable return requirements.
7. NON-RETURNABLE PRODUCTS
Certain products may not be eligible for return because of their nature, hygiene considerations, customization, consumable characteristics, or other applicable restrictions.
Any product-specific return restrictions will be communicated on the relevant product page or during the purchase process where applicable.
8. REFUND PROCESS
Once an approved return has been received and reviewed, SHOPVIIA will determine whether the order qualifies for a refund.
If a refund is approved, it will generally be processed using the applicable original payment method or another permitted method.
The time required for the refunded amount to appear in your account may depend on your payment provider, bank, or financial institution.
9. SHIPPING CHARGES
Whether original shipping charges or return shipping costs are refundable depends on the reason for the return and the applicable terms for the product or order.
Where the issue is determined to be attributable to SHOPVIIA, such as an incorrect or defective item, SHOPVIIA may provide an appropriate resolution in accordance with the circumstances.
Where a return is requested for another reason, applicable shipping or return costs may be the customer's responsibility.
10. ORDER CANCELLATIONS
If you wish to cancel an order, contact SHOPVIIA customer support as soon as possible after placing the order.
Cancellation may not be possible once an order has been processed, packed, or dispatched.
If an order has already been shipped, the applicable return process may apply instead of cancellation.
11. REFUND DELAYS
If your refund has been approved but you have not received it within the expected processing period, first check your payment account or bank statement.
If the amount is still not visible, contact your payment provider or bank and then contact SHOPVIIA customer support with your order and refund details.
12. FRAUDULENT OR ABUSIVE CLAIMS
SHOPVIIA reserves the right to investigate return and refund requests and to decline requests where there is evidence of misuse, fraudulent activity, repeated abuse of the return process, intentional damage, false claims, or violation of the applicable terms.
13. CONTACT US
If you need assistance with a return, replacement, refund, cancellation, damaged product, or incorrect order, please contact SHOPVIIA customer support through our Contact Us page.
Please include your order number so that our team can locate your order and assist you efficiently.
SHOPVIIA reserves the right to update this Returns & Refunds Policy when necessary. Any updated version will be published on this page with the revised effective date.