Refund policy
Return and Refund Policy
At Viorra, we aim to provide a reliable shopping experience and ensure that products reach customers in good condition. Return and exchange requests are subject to the following terms:
Return Request Period
Customers may request a return within 7 days from the date of receiving the product, provided that the product has not been used or benefited from and meets the return conditions stated below.
Return Eligibility Conditions
To be eligible for a return, the product must be:
- Unused and untested.
- Sealed and in its original condition.
- Returned with its original packaging, protective seal, and labels intact.
- Free from damage, scratches, odors, or signs of use.
- Accompanied by the order number or proof of purchase.
All returned products are subject to inspection before final approval of the refund.
Perfumes, Cosmetics, and Personal Care Products
For health and safety reasons, perfumes, cosmetics, and personal care products cannot be returned or exchanged after they have been opened, tested, or had their protective seal removed.
These products may be returned only if they remain fully sealed, unused, and in their original resalable condition.
This restriction does not apply if the product is defective, damaged, or does not match the order.
How to Submit a Return Request
Customers must contact us first by email at:
Please provide the following information:
- Order number.
- Product name.
- Reason for the return or exchange.
- Clear photos of the product and packaging if the item is damaged or the wrong product was received.
Once the return request is approved, we will provide the customer with return instructions and the return address. Products sent back without submitting a return request in advance may not be accepted or processed.
Shipping Costs
When the return is due to a change of mind or the selection of an unsuitable product:
- The customer is responsible for the return shipping cost.
- The original shipping charges are non-refundable.
- The product must be returned using a suitable shipping company, and the customer must retain the tracking number.
Viorra will cover the return or exchange shipping costs when:
- The product arrives damaged or defective.
- A product different from the one ordered is received.
- The product does not match the specifications displayed on the store.
- An item is missing due to an error in preparing the order.
Damaged or Incorrect Products
Please inspect the order immediately upon delivery and contact us within 48 hours if there is visible damage, a missing item, or an incorrect product, so that we can process the request as quickly as possible.
The 48-hour reporting period does not waive the customer’s statutory rights where a defect or non-conformity could not reasonably have been discovered at the time of delivery. Customers retain their legal rights in relation to defective, damaged, or non-conforming products.
Non-Returnable or Non-Exchangeable Cases
Returns or exchanges will not be accepted in the following cases:
- The product has been used or tested.
- The product has been opened or its protective seal has been removed, except where there is a defect or an error.
- The product has been damaged due to misuse, improper handling, or incorrect storage.
- The product is not returned with all of its contents, accessories, and original packaging.
- The return request is submitted after the specified return period.
- The product was made, prepared, or specially ordered for the customer, unless it is defective or does not match the order.
- Gift cards that have already been used.
Purchasing a product at a discounted price does not affect the customer’s statutory rights if the product is defective, damaged, or does not match the order.
Exchanges
Exchanges are subject to product availability.
If the exchange is requested due to a change of mind, the customer is responsible for the cost of returning the original product and shipping the replacement product.
If the exchange is required because of an error by the store or a defect in the product, Viorra will cover the necessary shipping costs.
Refunds
Once the returned product has been received and inspected, we will notify the customer whether the return has been approved or rejected and provide the reason where applicable.
If approved:
- The refund will be issued to the original payment method used for the order.
- Viorra will process the refund within up to 10 business days.
- The bank or payment service provider may require additional time for the refunded amount to appear in the customer’s account.
- Original shipping charges are non-refundable when the return is due to a change of mind.
- Shipping charges will be refunded when the return is confirmed to be due to an error by the store or a defect in the product.
Order Cancellation
Customers may request to cancel an order before it is handed over to the shipping company.
If the order has already been shipped, the customer may request a return in accordance with this policy and will be responsible for the return shipping cost where the cancellation is due to a change of mind.
Customers may also cancel the order and receive a refund of the amounts paid if delivery or fulfillment is delayed by more than 15 days, unless another delivery date has been agreed with the customer or the delay is caused by force majeure.
Contact Us
For inquiries, returns, and exchange requests, please contact us at: