Política de reembolso
Vila Refund & Return Policy
90-Day Money-Back Guarantee (First-Time Purchases Only)
At Vila, your satisfaction comes first. We offer a risk-free 90-day money-back guarantee on first-time purchases.
If you are not satisfied with your first purchase of any Vila product, contact us at help@tryvila.store within 90 days of delivery and we will refund you.
Important notes
- Applies only to a first-time purchase of a specific product.
- Limited to one refund per product type, per customer.
- Shipping, handling and optional shipping protection fees are non-refundable.
- If you choose to exchange a product instead, the money-back guarantee no longer applies to that order.
Refunds on Recurring Subscription Orders
Recurring subscription (autoship) orders are not covered by the 90-day money-back guarantee. The guarantee applies to your first order only. We will still refund recurring orders under these conditions:
- Unopened items only.
- Return shipping is the customer's responsibility.
- Shipping costs are non-refundable.
To request a refund, email help@tryvila.store with your order details. Refunds are processed once we receive and inspect the returned product.
Managing or Cancelling a Subscription
You can pause, skip, reschedule or cancel your subscription at any time, with no commitment and no cancellation fee. Use the link in your subscription confirmation email to open your subscription portal, or email help@tryvila.store and we will take care of it for you.
Changes must be made before your next billing date to apply to that order. If a renewal has already been charged and processed, it is treated as a shipped order under the cancellation terms below.
Cancellation Policy
Order cancellation window. Plans change, and we will do our best to accommodate a cancellation. Contact us as soon as possible. We will make every effort to stop your order before it ships, but our fulfilment team works quickly and we cannot guarantee a cancellation once an order has been processed in our system.
Cancellation fee. A $2.00 restocking fee may apply to cover administrative costs.
Non-cancellable orders. Orders that have already shipped cannot be cancelled.
Damaged or Incorrect Items
If your order arrives damaged, defective or incorrect, contact us right away at help@tryvila.store. You do not need to return the item — we will send a replacement at no cost.
Exchanges
To exchange an item, return the original in line with this policy. Once the return is accepted, you are welcome to place a new order for the replacement.
Shipping Costs
- Shipping costs are non-refundable.
- If a return is approved on a multi-unit first-time order, Vila may cover return shipping for unopened items.
- For all other returns, including subscription orders, return shipping is the customer's responsibility.
How to Start a Return
- Email help@tryvila.store with your order number and the reason for the return.
- We will reply with return instructions and, where applicable, a return shipping label.
- Send the item to the address we provide. Products returned without prior authorisation may not be accepted.
Holiday Delivery Notice
Because of high seasonal demand, we cannot guarantee delivery before Christmas for orders placed after December 1st. Please order early to avoid delays.
Policy Amendments
Vila reserves the right to update or amend this policy at any time without prior notice. Changes take effect immediately upon publication on this website.
Acknowledgment
By placing an order with Vila, you acknowledge and agree to the terms set out in this Refund & Return Policy.
Contact
Email: help@tryvila.store
Business name: Halus LLC
Address: 227 East Clayton Street, Unit 1, Athens, GA 30601, United States
Support hours: Monday to Friday, 7:00am – 7:00pm EST
