Refund and Returns Policy

At Vilavase, we aim to deliver perfect Skillets for your kitchen. If something’s off, here’s how we handle exchanges, cancellations, returns, and refunds.

Exchange Policy

• No Exchanges: We don’t offer exchanges. You’ll confirm all details (size, design, quantity, etc.) at checkout—double-check, as we can’t accept exchanges for incorrect choices.

Cancel an Order

• Timeframe: Cancel within 6 hours of placing your order. After that, it may already be in processing or shipping.
• Fee: 10% of your total order value applies.
• How to Cancel: Email support@vilavase.com with your order number.

Returns Policy

• 30-Day Window: Returns are accepted within 30 days of delivery (per tracking info). After 30 days, orders are final, and no refunds apply.
• Eligible Returns: Full refunds are offered if your Skillet arrives:
  • Damaged or shattered.
  • With a different design, size, or material than ordered.
  • As the wrong product or not matching its description.
• Condition: Items must be:
  • Unused, unwashed, and unmodified.
  • In original condition (unless the issue is our fault) with tags and packaging.
  • Free of minor flaws (e.g., loose threads) that can be fixed easily.

Steps to Return:

1. Email support@vilavase.com with:
   • Order number.
   • Proof of purchase (e.g., receipt).
   • Shipping label/tracking info.
   • Photos of defects (if applicable).
   • Relevant email screenshots from us.
2. We’ll respond within 2–3 business days with a return address (based on your location) and instructions.
3. Pack securely and ship back using a traceable carrier.
4. Send the tracking number to support@vilavase.com.
   Note: No approval, no refund—don’t return without confirmation. We’re not liable for lost packages.

Refund Policy

• Amount: Full refund (including original shipping fees) for eligible returns.
• Processing: Up to 2 business days after we receive your return. We’ll email to confirm receipt and refund status.
• Method: Credited to your original payment method within 10–15 days (bank/issuer dependent).
• Return Shipping: You pay the return shipping cost—it’s not refunded.
• Missing Refund?: Check your account, then your bank. Still waiting after 15 days? Email support@vilavase.com—we’ll reply within 2–3 business days.

Returns Addresses

If approved, ship to:

• U.S. Customers:
  114 S Filmore Ave, Pierre, SD 57501, United States
• International Customers (including Vietnam):
  64 Trung Nhi, Phuong 1, Vi Thanh, Hau Giang 95000, Vietnam

Important Notes

• 30-day return limit from delivery—no exceptions.
• Use a traceable carrier—we’re not responsible for lost/damaged returns.
• Contact us first; unapproved returns won’t be refunded.

Questions?

Reach out at support@vilavase.com. We’re here to help!

Thank you,
Vilavase Customer Service Team