Refund policy
At Viego Co., we are committed to providing a transparent and reliable shopping experience. This policy outlines your rights, return eligibility, and how refunds are handled.
1. Right of Withdrawal (Change of Mind Returns)
You have 30 days from the date of delivery to request a return, without providing a reason.
Returns must be requested within 30 days of delivery.
To exercise this right, you must notify us within this 30-day period by contacting:
Email: info@viegoco.com
Once your request is received, we will provide return instructions.
After notifying us of your return, you must send the item back within 14 days.
2. Return Conditions
To be eligible for a return:
- Items must be unused, unworn, and in original condition
- Items must be returned in original packaging
- All accessories and components must be included
- Proof of purchase (order number or confirmation email) is required
If items are returned in a condition that does not meet these requirements, we may reduce the refund amount to reflect any loss in value, in accordance with applicable consumer laws.
3. How to Request a Return or Refund
To initiate a return or refund request, please contact us and include:
- Your order number
- Reason for return (optional, but helpful for improving our products and service)
- Photos/videos if applicable
Once approved, you will receive instructions on how to proceed.
Returns must be initiated by contacting us first so we can provide the correct return address and instructions. This ensures your return is processed correctly and without delay.
4. Wrong Product Received
If you receive an incorrect item:
- Please contact us as soon as possible after delivery (ideally within 7 days) so we can resolve the issue promptly.
- Provide your order details and photos
We will arrange:
- A replacement, or
- A full refund, at no additional cost
5. Damaged in Transit
If your item arrives damaged:
- Please contact us as soon as possible after delivery (ideally within 7 days) so we can resolve the issue promptly.
- Provide clear photos of the damage and packaging
Once verified, we will offer:
- A replacement, or
- A full refund
6. Faulty Item (Manufacturing Defect)
If your product has a manufacturing defect:
- Please contact us as soon as possible after delivery (ideally within 7 days) so we can resolve the issue promptly.
- Provide details and supporting evidence
We will assess the issue and provide:
- A replacement, or
- A refund, in accordance with applicable consumer laws
7. Item Never Arrived
If your order has not arrived within the maximum delivery timeframe outlined in our Shipping Policy:
- Please contact us at info@viegoco.com
We will:
- Investigate with the carrier
- Provide a resolution, including replacement or refund where applicable
- If the package is confirmed lost, you will be offered a full refund or replacement.
8. Return Shipping Costs
Customers are responsible for return shipping costs for change-of-mind returns.
Return shipping costs are non-refundable unless:
- The item is defective
- The item is damaged
- The wrong item was received
We recommend using a trackable shipping service, as we are not responsible for returns lost in transit.
9. Refund Processing
Once your return is received and inspected:
- You will be notified of the outcome within a reasonable timeframe
If approved:
- Refunds are issued to your original payment method
- Refunds are processed within 5–10 business days
- You will receive a full refund of the product price.
Refunds will always be issued to the original payment method used at checkout. If this is not possible, we will contact you to arrange an alternative method.
As we offer free standard shipping on all orders, there are no original shipping fees to refund.
Please note that return shipping costs (the cost of sending items back) are separate and may apply as outlined in this policy.
Additionally:
- Refunds are processed in accordance with applicable consumer protection laws.
- Your financial institution may require additional time to process and post the refund
- The total time for funds to appear in your account typically ranges between 5–15 business days, depending on your payment provider.
10. Non-Returnable Items
The following items may not be eligible for return:
- Used, worn, or altered items
- Personal care or hygiene-related products (where applicable)
- Items clearly marked as final sale on the product page may not be eligible for return.
11. Exchanges
We do not offer direct exchanges.
If you would like a different item:
- Return the original item
- Place a new order
12. Order Cancellation
Orders may be canceled before they are processed or shipped.
If your order has already been processed or dispatched:
- Cancellation is no longer possible
- You must follow the return process after delivery
If the order has already been shipped, you may still return it after delivery in accordance with this policy.
13. Late or Missing Refunds
If you have not received your refund:
- Check your bank account
- Contact your payment provider
- Then contact us at info@viegoco.com
We will assist you promptly.
14. UK Customers – Online Dispute Resolution
If you are located in the United Kingdom or European Economic Area and are not satisfied with how your complaint has been handled, you may have the option to submit your dispute to an alternative dispute resolution body.
You can access the European Commission’s Online Dispute Resolution platform here:
https://ec.europa.eu/consumers/odr
This policy does not affect your statutory rights under applicable consumer protection laws.
This option is provided for convenience and does not affect your statutory rights.
15. Contact Information
Business Name: Viego Co.
Email: info@viegoco.com
Phone: (+1) 917 672 7132
Business Address: 2222 West Grand River Ave, STE A, Okemos, MI 48864, United States
Hours of Operation: Monday–Friday, 9:00 AM–5:00 PM Eastern Time
UK Support Coverage: Monday–Friday, 2:00 PM–10:00 PM GMT
Response Time: 24–48 hours