Return and Refund Policy

Company Name: Huzhou Zhiwang Network Technology Co., Ltd.
Email: service@viorlena.com

This policy explains the conditions and procedures for returns, exchanges, damaged items, and refunds for purchases made from Viorlena™.

1. Standard 30-Day Return Window

A return request may be submitted within 30 days after the order is delivered.

To qualify for review, the item must be:

In the condition in which it was received
Unused and unworn
Complete with original tags, inserts, and accessories, where applicable
Placed in its original packaging
Accompanied by an order confirmation, receipt, or other proof of purchase

Products showing signs of installation, extended use, modification, improper handling, or missing components may not qualify for return.

2. Requesting a Return

Before sending any product back, email our customer service team at:

service@viorlena.com

Your message should include:

Your order number
The email address used at checkout
The product you wish to return
The reason for the request
Photographs when the item is damaged, incorrect, or defective

After the request has been reviewed, approved customers will receive return instructions and an authorized return shipping label.

Packages mailed without prior authorization may be refused and will not automatically qualify for a refund.

3. Incorrect, Damaged, or Defective Items

Please examine your order shortly after delivery.

If the wrong product was delivered, an item arrived damaged, or a manufacturing issue is identified, contact us promptly with clear photographs of:

The affected product
The shipping package
The shipping label
Any damaged or incorrect components

We will review the submitted information and provide the applicable resolution.

4. Products That Cannot Be Returned

The following products are generally excluded from standard returns:

Customized or personalized items
Products altered after delivery
Items showing visible use or installation
Products missing original components or packaging
Gift cards
Final-sale or clearance merchandise
Hazardous, flammable, or regulated materials

Original checkout shipping charges are not refundable unless required by applicable law or the return results from an error attributable to Viorlena.

Statutory consumer rights remain applicable where local law provides otherwise.

5. Exchanges

We do not process direct exchanges.

To obtain a different product, size, color, or model:

Request a return for the original item.
Wait for the return to be reviewed.
Place a separate order for the preferred replacement.

This approach allows the new order to be processed independently without waiting for the returned package to complete every inspection stage.

6. European Union Withdrawal Rights

Where applicable, consumers purchasing online in the European Union may withdraw from an eligible purchase within 14 days after receiving the goods, without providing a reason. Certain categories, including personalized or rapidly perishable goods, may be excluded. The customer may be responsible for return postage when informed before purchase. These rights are described by the official Your Europe returns guidance.

Returned products should remain unused and include the original packaging, accessories, tags, and proof of purchase where applicable.

This section does not reduce any mandatory rights available under local consumer law.

7. Return Inspection

After the returned package reaches the authorized destination, it will be checked to confirm:

The correct product was returned
The item meets the stated return conditions
Original components and accessories are included
The package corresponds with the approved return request

We will email you after the inspection has been completed and inform you whether the refund was approved.

8. Refund Processing

Approved refunds are issued to the original payment method.

Please allow up to 10 business days for the refund to be submitted after approval. Your bank, card issuer, or payment provider may require additional time before the funds appear in your account.

If more than 15 business days have passed since receiving refund approval, contact service@viorlena.com with your order number.

9. Return Destination

Do not send a product to the company’s registration address or any address shown on the shipping package.

The authorized return destination and shipping instructions will be provided by email after the request is approved. Returns sent to another location may experience delays or become ineligible for processing.