Refund policy

Return & Refund Policy

At VILARA, we want you to shop with confidence. If you receive a product that isn't right for you, we're here to help make the return and refund process as simple and transparent as possible.

1. Return Eligibility

You may request a return within 7days of receiving your order, provided that:

The product is unused, unworn, and in its original condition.
The product is returned with its original packaging, tags, labels, accessories, and included items, where applicable.
The product has not been damaged, altered, washed, or used.
You provide your order details or proof of purchase.
The product is eligible for return under this policy.

Some products may have specific return conditions, which will be mentioned on the relevant product page.

2. How to Request a Return

To request a return, contact us at:

Email: [vilarasupport@gmail.com]

Please include:

Your order number
Product name
Reason for the return
Photos/videos of the product, if requested
Any other information required by our support team

Once your request is reviewed and approved, we will provide you with the next steps for returning the product.

3. Return Pickup

For eligible returns, our delivery preson will contact you to pick the order.

Please ensure that the product is properly packed and ready for pickup according to the instructions provided by our support team.

Pickup timelines may vary depending on your location and courier availability.

4. Refund Process

Once the returned product reaches us, it will be inspected to confirm that it meets the return eligibility requirements.

If the return is approved, your refund will be initiated within 4-5 business days after the inspection.

The time taken for the refunded amount to appear in your account may depend on your bank, payment provider, or original payment method.

Refunds will generally be issued to the original payment method used for the order.

For Cash on Delivery (COD) orders, refunds may require additional information from the customer or may be processed through an available electronic payment method.

5. Exchanges

If you receive a product that is eligible for exchange, you may request an exchange within 7days of receiving your order.

Exchanges are subject to:

Product availability
Return eligibility requirements
Inspection of the returned product

If the requested replacement product is unavailable, we may offer a refund or another suitable resolution.

6. Damaged, Defective, or Incorrect Products

We take extra care when preparing your order. However, if you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible at:

[vilarasupport@gmail.com]

Please provide your order number along with clear photographs or a video showing the issue.

We will review the issue and, where applicable, arrange a replacement, exchange, refund, or other appropriate resolution.

For damaged or incorrect products, please contact us within 4 days of delivery.

7. Non-Returnable Items

Certain products may not be eligible for return for reasons such as hygiene, safety, customization, or product-specific restrictions.

Non-returnable items may include:

Products marked as non-returnable on the product page
Personalized or customized products
Products that have been used, washed, damaged, or altered by the customer
Products missing their original packaging, tags, accessories, or components
Products that are returned after the applicable return period
the product will be not return if you use it once.

If you are unsure whether an item is eligible for return, please contact our customer support team before sending it back.

8. Return Shipping Costs

For damaged, defective, incorrect, or wrong products, VILARA will generally cover the applicable return shipping cost, subject to verification.

For returns due to change of mind, personal preference, incorrect size selection, or other customer-related reasons, the return shipping cost will be:

deduct from refund

Any applicable shipping charges will be communicated to you before the return is processed.

9. Return Inspection

All returned products are inspected after they are received.

If a returned product does not meet the eligibility requirements, we may reject the return or refund request. In such cases, the product may be returned to the customer, and additional shipping charges may apply where permitted.