Refund policy

Our Commitment to You

We offer a 60-Day Satisfaction Guarantee and a One-Year Limited Warranty to ensure you're happy with your viopaw.com purchase.

Eligible for Refund or Replacement

You are eligible for a full refund within 60 days of your delivery date or a replacement within one year for the following reasons:

- Defective or Damaged Items: Products that arrive faulty, damaged, or not functioning as expected.

- Missing Items: Items that were not included in your delivered order.

- Incorrect Items: Products that do not match the size, color, or customization specified in your order.

- Misrepresented Products: Products that do not align with the descriptions or images on our website.

To start a return, you can contact us at cs@viopaw.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at cs@viopaw.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Situations Where a Refund or Replacement May Not Apply:

To ensure fairness and clarity, refunds or replacements may be denied in the following circumstances:

- Requests Beyond the Warranty Period: Refund requests made after 60 days from delivery or replacement requests after one year.

- Change of Mind: Refunds or replacements requested due to a change of preference.

- Alterations by the Customer: Requests for refunds or replacements on items that have been altered by the customer.

- Incorrect Information or Mishandling: Refunds or replacements requested due to inaccurate information provided by the customer or damage caused by improper handling.

- Warranty Limitation: The one-year limited warranty applies to a single replacement per order.

Refund Processing Time:

- PayPal: 3-5 business days.

- Credit Card: Up to 10 business days.

Our "No-Return, Hassle-Free" Policy:

To save you time and money, we often utilize a "No-Return, Hassle-Free" policy. In most cases, you won't need to ship the item back. Simply provide us with detailed information and clear photos of the issue, and we'll work to resolve it promptly.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at cs@viopaw.com.