We want you to feel confident and satisfied with every purchase you make from us. If something isn't quite right, we're here to help. This Return & Refund Policy outlines the conditions under which you can request a return, receive a refund, or get help with a damaged or incorrect item.
This policy applies to all eligible purchases made through our website, whether you checked out as a guest or through a registered account.
Please read the following sections carefully to understand how our return and refund process works. If you have any questions, our team is available at help@vizlen.com and happy to assist you.
1. Returns
Items are eligible for return only if the return request is submitted within the applicable return window, valid proof of purchase is provided, and the item meets the return condition requirements set out below. Returns that do not meet these requirements may be refused or may qualify only for a partial refund or store credit, to the extent permitted by law.
Returns must be requested within 30 days from the date the order is delivered. Returns requested after this period will not be accepted, unless a longer return period is required by applicable law.
Returned items must be:
We reserve the right to inspect all returned items. Where permitted by law, refunds may be reduced to reflect any loss in value caused by handling beyond what is necessary to inspect the item.
2. Non-Returnable and Final Sale Items
The following items are not eligible for return or refund, except where required by applicable law:
These restrictions apply once product packaging or hygiene seals are opened. If a non-returnable item is defective, damaged on arrival, or incorrect, a refund or other legally required remedy will be provided.
3. Refund
For approved returns, you may receive:
Customers may receive a refund or store credit.
Eligible for store credit only.
This limitation does not apply where the item is defective, damaged, or not as described, in which case a refund or other remedy must be provided as required by law.
4. Exchanges
Exchanges are accepted only if:
Exchange availability depends on stock. If an exchange is not available, a refund or store credit may be issued in accordance with this policy and applicable law.
5. Order Cancellations and Modifications
Customers may request cancellation of an order or changes to shipping details within thirty (30) minutes from the time the order is placed. Once this thirty-minute window has passed, or once the order has been processed or shipped, cancellations or modifications cannot be guaranteed.
If a cancellation request is approved within the permitted timeframe, the order payment will be refunded to the original payment method. Orders that have already been processed, packed, or shipped may no longer be eligible for cancellation.
Any approved address changes after shipment are subject to carrier approval and additional fees, which must be paid by the customer.
6. Return Shipping Responsibility
Return shipping costs are the sole responsibility of the customer, except when the return is approved due to our error (such as an incorrect or defective item), or applicable law requires us to cover return shipping costs.
- Customers are responsible for returned items until they are received and confirmed by us.
- We strongly recommend using a trackable shipping method.
- All returns must be authorized before being sent back. A return label is included with your shipment.
- If the return label is lost, contact us to request a replacement.
- Items returned without prior authorization will not be accepted.
- All returns must be sent by mail. We do not accept in-person returns at any physical location.
7. Refund Review and Processing Time
Once we receive your return:
The item will be reviewed within 10 days of receipt.
You will be notified by email once the inspection is completed.
If approved, refunds are processed within 7 to 20 business days, depending on the payment provider or card issuer. Processing times may vary due to banking or payment provider delays.
Original shipping fees are non-refundable, except where required by law. Where permitted by law, the following amounts may be deducted from the refund: handling or restocking fees, customs duties or import charges, and return-related fees. All deductions will be applied only to the extent legally allowed.
We reserve the right to refuse returns, limit refunds, or restrict return privileges where excessive, repeated, or abusive return behavior is identified, to the extent permitted by law.
8. International Orders
International orders are generally not eligible for return or refund, except where mandatory consumer protection laws apply. Delays, abandoned shipments, or failed deliveries caused by customer actions (including refusal to pay customs duties or incorrect address details) do not qualify for refunds.
9. Chargebacks and Payment Disputes
Customers must follow this return and refund process before initiating a chargeback. Unauthorized chargebacks for orders delivered as described or returned outside this policy may be disputed using delivery confirmation, tracking data, and proof of policy acceptance at checkout. This section does not limit your legal right to dispute charges, where permitted by law.
10. EU & UK Customers — Right to Cancel
If you are a consumer located in the European Union or the United Kingdom, you have a legal right to cancel your order within 14 days from the day you receive your goods, without giving any reason.
- You must return the items to us within the 14-day cancellation period.
- We must refund the price paid for the goods and the cost of standard delivery using the original payment method, within 14 days of receiving the returned items or proof of return.
- You are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
- This right does not apply to custom-made or personalized items, or to underwear, socks, or swimwear once hygiene seals or packaging have been opened.
- You remain responsible for any loss in value caused by handling beyond what is necessary to inspect the items.
11. Statutory Rights Not Affected
This policy is written in accordance with applicable consumer protection laws. Nothing in this policy is intended to limit, exclude, or override any rights you may have under applicable law. If the law in your country, state, or region provides mandatory rights — such as a right to a refund, replacement, or repair for defective, damaged, or misdescribed goods — those rights must apply regardless of the terms set out in this policy.
12. Governing Law and Dispute Resolution
This Return & Refund Policy, and any dispute arising out of or related to it, shall be governed by and interpreted in accordance with the laws of the State of Texas, United States, without regard to conflict of law principles.
We encourage customers to contact us first to try to resolve any issue informally and in good faith. If a dispute cannot be resolved through communication, it may be brought before the courts located in Texas, unless applicable consumer protection laws give you the right to bring a claim in your country or place of residence.
Nothing in this section limits or removes any rights you may have under applicable consumer protection laws, including the right to seek remedies before local courts or authorities where such rights cannot be waived.
13. Updates to This Policy
We may update this Return & Refund Policy from time to time to reflect changes in our business practices, product offerings, or applicable laws. Any changes will be posted on this page with an updated "Last updated" date. We encourage you to review this policy periodically to stay informed. Your continued use of our website after any changes indicates your acceptance of the revised policy.