Refund policy

Last updated: 14.02.2026

This Return & Refund Policy applies to all purchases made from www.shopvilor.com and is issued by Vilor LLC (“VILOR”, “we”, “us”, “our”).

By placing an order with us, you agree to the terms outlined below.

1. Statutory Right of Withdrawal (EU/EEA Consumers)

If you are a consumer residing in the European Union or European Economic Area, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason.

The withdrawal period expires 14 days after the day you, or a third party indicated by you (other than the carrier), acquire physical possession of the goods.

To exercise your right of withdrawal, you must notify us within the 14-day period by emailing:

support@shopvilor.com

Your request must include:

  • Full name
  • Order number
  • Email used at checkout
  • Items you wish to return

A withdrawal request is not considered complete until acknowledged by us.

2. Return Eligibility Conditions

To qualify for a return and refund, the following conditions must be strictly met:

A. Reusable Devices

  • Must be unused
  • Must show no signs of wear or handling beyond reasonable inspection
  • Must be returned in original packaging
  • Must include all original components and accessories

We reserve the right to reduce the refund proportionally if the product shows signs of use beyond what is necessary to establish its nature, characteristics, and functioning.

B. Flavour Packs / Consumable Products

For hygiene and safety reasons:

  • Flavour packs that have been opened, unsealed, or tampered with are non-returnable
  • Products with broken hygiene seals are non-refundable
  • Consumables that show any sign of use will be rejected

Unopened, sealed flavour packs may be returned within the withdrawal period if all other conditions are met.

3. Non-Returnable Items

The following items are not eligible for return:

  • Opened consumables
  • Used devices
  • Items returned without original packaging
  • Items returned incomplete
  • Gift cards
  • Items marked as final sale

We reserve the right to refuse returns that do not comply with this policy.

4. Return Procedure

  1. Contact support@shopvilor.com within 14 days of delivery.
  2. Await written return authorization.
  3. Ship the item using a tracked shipping service.

Returns sent without prior authorization may be rejected.

The customer is responsible for return shipping costs unless the item is defective or incorrect.

We are not responsible for lost or damaged return shipments.

5. Inspection & Refund Approval

All returned items are inspected upon receipt.

Refund approval is subject to verification of:

  • Product condition
  • Seal integrity (for core packs)
  • Completeness of returned items
  • Compliance with this policy

If the return does not meet the stated conditions, we may:

  • Reject the return
  • Offer partial refund
  • Return the product to you at your expense

6. Refund Processing

If approved:

  • Refunds are issued to the original payment method
  • Refunds are processed within 14 days of receiving and inspecting the return
  • Standard outbound shipping costs are refunded only where required by law

Express shipping upgrades are non-refundable.

Refund timing depends on your payment provider.

7. Damaged, Faulty, or Incorrect Items

If your order arrives damaged, defective, or incorrect, you must contact us within 48 hours of delivery.

You must provide:

  • Order number
  • Clear photos of the product
  • Photos of packaging and shipping label

Failure to report damage within 48 hours may affect eligibility for replacement or refund.

Where verified, we will provide a replacement or refund in accordance with applicable law.

8. Refused, Unclaimed, or Undeliverable Packages

If a shipment is:

  • Refused
  • Not collected
  • Returned due to incorrect address provided by the customer

We may deduct:

  • Original shipping costs
  • Return shipping fees
  • Carrier handling fees

before issuing any refund.

9. Fraud Prevention & Abuse

We actively monitor transactions for fraud, abuse, and misuse of refund policies.

We reserve the right to:

  • Refuse returns from customers with repeated abuse
  • Deny refunds in cases of policy manipulation
  • Contest invalid payment disputes

Submitting a chargeback without contacting us first may delay resolution and may be considered a violation of these Terms.

We are committed to resolving legitimate concerns promptly and professionally.

10. Exchanges

We do not offer direct exchanges.
Customers wishing to change a product must:

  1. Return the original item (if eligible)
  2. Place a new order separately

11. Limitation

Nothing in this policy limits your statutory consumer rights under applicable law.

Contact

For all return and refund inquiries:

Vilor LLC
Email: support@shopvilor.com
Website: www.shopvilor.com