At VILXO, your satisfaction is at the heart of everything we do. We take pride in delivering high-quality handbags designed with care and precision. However, if for any reason you are not completely satisfied with your purchase, we offer a clear, fair, and hassle-free return and refund process.

1. Return Eligibility

1.1 Return Request Timeline

To be eligible for a return, you must submit your request within 30 days of receiving your order.

  • Return requests made after 30 days from the delivery date will not be accepted
  • We recommend initiating your return as soon as possible to ensure smooth processing

1.2 Item Condition Requirements

To qualify for a return, all items must meet the following conditions:

  • Must be unused, unwashed, and undamaged
  • Must be returned in original packaging
  • All tags, labels, and accessories must be attached
  • Must show no signs of wear, stains, alterations, or misuse

Items that do not meet these conditions may be rejected or returned to the customer.

1.3 Non-Returnable Items

For hygiene, customization, and clearance reasons, certain items are not eligible for return:

  • Personal care or hygiene-related products
  • Final sale or clearance items
  • Customized, personalized, or made-to-order products

Please review product descriptions carefully before purchasing these items.

1.4 Return Shipping

We aim to make your return process as easy as possible.

  • Free return shipping is provided for eligible returns
  • Once your return request is approved, we will send you a prepaid return shipping label via email
  • Please ensure the item is securely packed to avoid damage during transit

2. Refund Process

Once we receive your returned item, our team will inspect it to ensure it meets our return conditions.

  • Approved refunds will be processed within 7 business days
  • Refunds will be issued to your original payment method
  • You will receive a confirmation email once your refund has been completed

Please note that depending on your bank or payment provider, it may take additional time for the refund to reflect in your account.

3. Late or Missing Refunds

If you haven’t received your refund yet, please follow these steps:

  1. Check your bank account again
  2. Contact your credit card provider, as processing times may vary
  3. Reach out to your payment provider for further updates

If you have completed these steps and still have not received your refund, please contact us at support@vilxo.shop, and we will assist you promptly.

4. Damaged or Defective Items

We take quality seriously, but if your item arrives damaged or defective, we will resolve the issue quickly.

  • You must notify us within 24 hours of delivery
  • Please include:
    • Clear photos of the damaged or defective item
    • Your order number
    • A brief description of the issue

Once verified, we will offer one of the following at no additional cost:

  • Replacement item
  • Full refund
  • Exchange

5. Exchanges

We offer exchanges for items of equal value to ensure you get exactly what you need.

  • Contact our support team to request an exchange
  • We will guide you step-by-step through the process
  • Exchanges are subject to product availability

Our goal is to make the exchange process simple, quick, and convenient for you.

6. Important Notes

  • Returns without prior approval may not be accepted
  • Shipping times for returns may vary depending on your location
  • Refund timelines may vary slightly based on your payment method
  • We reserve the right to refuse returns that do not meet our policy conditions

7. Contact Information

If you have any questions or need assistance with your return or refund, our support team is here to help:

Business Name: VILXO
Phone: +1 (646) 852-4492
Email: support@vilxo.shop
Address: 119 Mulberry St, New York, NY 10013, USA
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)