Politique de remboursement

Last Updated: [03. 2025]

At [Vilihooney], we strive for complete satisfaction with your intimate wellness experience. Below are our return guidelines, designed to balance customer flexibility with legal compliance.

1. Eligibility for Returns

Accepted Conditions:

  • Unopened Products: Sealed in original packaging with tamper-proof intact.

  • Defective/Damaged Items: Reported within 48 hours of delivery with photographic proof.

  • Wrong Items Shipped: Verified by our team via order/packing slip comparison.

Non-Returnable Items:

  • Opened or used products (hygiene reasons).

  • Products purchased during sales/clearance (unless defective).

  • Orders shipped to restricted countries later deemed non-compliant.

2. Return Process

Step 1: Request Authorization

  • Contact info@Vilihooney.com within 14 days of delivery. Include:
    ✅ Order number
    ✅ Product photos/videos (for damaged items)
    ✅ Reason for return

Step 2: Compliance Review

  • Regulated Markets (e.g., UAE/Saudi/Malaysia):

    • Our team verifies return legality in your country.

    • If prohibited, offer 120% store credit instead of physical return.

Step 3: Ship Back

  • UK/Europe: Use prepaid label (free for defects/errors).

  • International:

    • Ship to designated hub: [UK Warehouse Address] or Dubai/Singapore Transit Warehouse (avoids customs issues).

    • Required Documentation:
      🔹 Neutral customs declaration (e.g., "Wellness Samples")
      🔹 Return Authorization Code on package exterior

3. Refund Options

Scenario Resolution Timeframe
Unopened return Full refund to original payment method 14 business days
Defective/wrong item Refund + 20% apology credit 10 business days
Non-returnable (legal block) 120% store credit Instant upon approval
Lost in return transit Conditional refund after carrier investigation 21 days

4. International Returns Protocol

High-Risk Region Solutions:

  • Middle East/Southeast Asia:

    • Discreet Relabeling Service: For orders blocked by customs, we email printable "Aromatherapy Oil Sample" labels to apply before reshipping (£3.99 fee).

    • Third-Country Redirect: Return to Dubai warehouse for local pickup or regional resale (no refund but 150% credit).

Cost Responsibility:

  • Free Returns: If error is ours (wrong item, defective product).

  • Customer-Paid: For change-of-mind returns (actual shipping + £8.99 compliance processing fee).

5. Age Verification & Legal Compliance

  • All returns require reconfirmation of 18+ status via government ID photo (face + birthdate visible).

  • Returns violating destination laws will be converted to store credit and destroyed.

6. Special Cases

Seized by Customs:

  • Provide seizure notice from authorities for:

    • Refund: 50% of order value (if declared properly by us).

    • Reshipment: Free via alternate logistics channel.

Subscription Products:

  • First unopened box returnable; subsequent subscriptions require 30-day cancellation notice.

7. Discreet Return Packaging

  • Mandatory Requirements:
    ✅ Double-boxing with neutral outer layer (no product info)
    ✅ Return address format: "[Your Initials] Trading - Returns Dept"
    ❌ Prohibited: Handwritten notes about product contents

8. Exceptions

  • Holiday Policy: Extended return window to January 31 for orders placed November 1–December 25.

  • Wholesale Orders: Custom agreements via info@Vilihooney.com.

Contact Us

📧 Returns Team: info@Vilihooney.com
📞 Compliance Hotline: +18317503888 (Mon-Fri, 8 AM–4 PM GMT)