Refund policy

Refund & Return Policy (USA)

At Vylos, we take pride in offering high-quality handbags and everyday satchels designed for style and functionality. Your satisfaction is incredibly important to us. If you are not completely happy with your purchase, we provide a simple, secure, and transparent return process.

1. Return Window
We offer a strict 30-day return policy, meaning you have 30 days after the date of delivery to request a return. If 30 days have passed since your item was delivered, unfortunately, we cannot offer a refund or an exchange.

2. Eligibility for Returns
To qualify for a return and ensure a smooth process, your item must meet the following conditions:

  • The item must be entirely unused and unworn.
  • It must be returned in its original packaging.
  • All original tags, accessories, charms, and inserts must be included and attached.

Proof of purchase, such as your order confirmation email or receipt, is required.
(Note: Items returned without meeting these strict conditions may be rejected and sent back to the customer.)

3. Return Shipping Costs
We believe in clear and fair policies for our customers:

Defective, Damaged, or Incorrect Items: If you receive a damaged, defective, or wrong product, Vylos will cover 100% of the return shipping cost. A prepaid return shipping label will be provided to you, and a replacement or full refund will be offered at no extra cost.

Change of Mind / Customer Remorse: If you wish to return an item because you simply changed your mind, the style/color does not meet your preference, or you ordered the wrong product by mistake, the customer is fully responsible for covering the return shipping costs.

4. Restocking Fees
We value our customers and aim to make returns as painless as possible. Therefore, Vylos does NOT charge any hidden restocking fees.

Restocking Fee: $0.00

5. How to Start a Return
Follow these simple steps to initiate your return:

  • Step 1 Contact Us: Email us at support@vylos.com with your Order Number, the Reason for the return, and clear Photos (mandatory if the item arrived damaged or defective).
  • Step 2 Receive Instructions: Our support team will review your request and respond within 24 hours with a Return Authorization and clear shipping instructions.
  • Step 3 Ship the Item: Pack the item securely in its original packaging and send it to our official return address:
    14051 W US 290 Hwy, Austin, TX 78737, USA

6. Refunds Process
Once your returned item is received and inspected at our facility:

  • You will be immediately notified via email regarding the approval or rejection of your refund.
  • If approved, your full refund will be automatically processed and issued directly to your original payment method (e.g., PayPal or Venmo).
  • Refund Processing Time: Please note that depending on your bank or credit card provider, it may take up to 7 business days for the fully refunded amount to officially post to your account.

7. Exchanges
We process exchanges by treating them as new orders. The fastest way to ensure you get the exact item you want is to:

  • Return your original item following the steps above.
  • Once the return is accepted and refunded, simply place a new order for the desired item on our website.

8. Non-Returnable Items
For safety and quality control, the following items absolutely cannot be returned:

  • Personalized or custom-made products.
  • Items clearly marked as "Final Sale" at the time of purchase.

Need Help?
If you have any further questions or require immediate assistance with your return, please do not hesitate to contact our dedicated support team: