Refund policy

Please Note: We Do Not Offer Free Returns; Charges Apply.

Return Policy

Is it possible to return my order?
Yes, returns are possible under the conditions outlined below.

If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receiving your order. However, please ensure that the order meets the following conditions to qualify for a return:

  1. All items must be in their original condition: This includes having all components, packaging, and accessories intact. The product must be returned in the same condition as received.
  2. Normal handling only: Products must be handled with care. Any breakage due to improper handling will not be accepted.
  3. Hygiene-sensitive products: If the item involves hygiene (e.g., underwear, swimwear), it must be thoroughly cleaned before initiating the return process.
  4. Defective products: If a product is defective upon receipt, please notify us immediately with a photo showing the defect.
  5. Return shipping costs: The customer is responsible for the return shipping costs.
  6. Return acknowledgment: We will acknowledge your return within 7 working days, provided all conditions are met.

Important Notice: We reserve the right to refuse returned items if we suspect they have been used, damaged, or improperly handled. Products that do not meet the conditions above will not be accepted for return.

How to Return Your Order

To initiate the return process, please follow the steps below:

  1. Send an email to: info@vailaro.com
  2. Include the following details in your email:
    • Order number
    • Reason for the return request
    • Photo of the product (if applicable, e.g., breakage or defect)
    • Your full name and address

Once we receive your request, we will provide you with the correct return address. Do not send items back to the sender’s address; we will give you specific instructions. Please note that the customer is responsible for the return shipping costs.

Cancellation Policy (Right of Withdrawal)

You have the right to cancel your order within 30 days from the date you or a third party designated by you (other than the carrier) receives the last goods in your order.

Important:
As our system processes orders automatically, we are unable to interrupt the shipping process after the order is placed. Therefore, if the item has already been dispatched, cancellations are not possible. In this case, you may return the item after receiving it.

To exercise your right of cancellation, please notify Vailaro by email. Your cancellation is only effective once we have received the returned goods. The customer is responsible for the cost of returning the goods.

Important Shipping Information

Since our products are shipped directly from Asia, delivery times may vary and can take longer than expected due to customs or other shipping-related issues. Please understand that, as we do not control shipping times, any delays are not grounds for cancellation. If the goods are already in transit, cancellation is not possible. Please wait until the product arrives, and then return it to us.

If you'd like to inform us about your cancellation before receiving the goods, we are happy to help with the return process.

Consequences of Withdrawal
If you exercise your right of cancellation, we will refund any payments received from you, excluding delivery charges (unless the return is due to an error on our part). This refund will be processed within 30 days of receiving the goods and will be returned via the same payment method used for your original transaction.

Please Note: All returns must be sent to our central warehouse in Asia at the customer’s expense.