Refund & Return Policy
Not happy with your purchase? Don't worry.
We offer and guarantee easy returns. Please, do not open a claim until you contact us.
Just contact us via: support@vilno.co.
Please, add a photo of your problem and your order number. It's number VIL####NO. Thank you!
Our policy lasts 14 days.
If 14 days have passed since you got the product, unfortunately, we can't offer you a refund or exchange.
We offer a 14-day risk-free return policy on new products in the original packaging*. As long as you return your item to us (Read Shipping of refund product chapter), in like-new condition and in its original packaging, we will refund you in full.
To be eligible for a return, your item must be unused and in the same condition you received. It must also be in the original packaging.
We're unable to accept returns on the following purchases
- Volume orders
- Made-to-order products purchased by speaking directly to our Customer Support or Workplace teams
- Showroom models
Broken or lousy condition received products**:
On infrequent occasions, we humans do make mistakes. Sometimes customers get the broken item. In that case, you should contact us ASAP (in that case, You have 7 days to provide info about the lousy condition of the received product).
If your product is defective and you require a replacement for a broken part, simply follow these instructions:
- Take a clear video or photo of the defect;
- Contact us via support@vilno.co with a sentence about the fault and your video//picture attached;
- Once approved, please let us have some time to prepare replacements.
- A replacement of your product will be processed ASAP.
Please, be sure that you will get a replacement of the broken part ASAP with Priority Shipping.
Shipping of refund product:
You will be responsible for paying for your shipping costs for returning your item. We will deduct it from your refund.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Send it to our warehouse or the other person whose shipping information you receive from our support specialist. Contact us before returning your product.
You will get your money back only after we get the item in our main warehouse.
Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be applied to your PayPal or original payment method within a certain amount of days.
Late or missing refunds
If you haven't received a refund, first recheck your bank account.
Then contact your credit card company. It may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
Please contact us if you've done all of this and still have not received your refund yet.
Please, contact us with your problem via email: support@vilno.co.
Acceptance of Minor Scratches
To preserve the uniqueness of our handmade products, we consider minor scratches to be an acceptable variation. These imperfections are often a result of the artisan's craftsmanship, the use of natural materials, or the unique characteristics of each piece. Minor scratches are not indicative of product defects, and they contribute to the individuality and history of the item.
