Return & Refund Policy

ViollaTech

How to read this policy

Each section has two parts. The short version explains it in plain language. The details are the full policy text. Both apply, and where they differ, the details control.

This policy forms part of our [Terms of Service](INSERT TERMS URL).

At a glance

1. Your return window

The short version: You have [INSERT] days from the day your parcel arrives.

The details: You may request a return within [INSERT, e.g. 30] days of the delivery date shown on your tracking. Requests made after this window may be declined, although we will always consider faulty products and our warranty obligations separately under Section 8.

The return request must be submitted within the window. The product itself must then be posted back within [INSERT, e.g. 14] days of us approving your request.

2. Condition of returned items

The short version: It has to come back the way it left: unused, complete, and sealed.

The details: To be accepted, a returned product must be:

• Unused and unworn, with no signs of use, damage, or wear
• In its original, unopened manufacturer packaging with any factory seal or shrink wrap intact
• Complete, including all accessories, attachments, charging cables, adapters, manuals, warranty cards, and gifts supplied with the order
• Accompanied by proof of purchase, normally your order number

Returns that arrive used, incomplete, or with the hygiene seal broken may be refused, or accepted at a reduced refund reflecting the loss in value, where permitted by applicable law. If we refuse a return, we will contact you and can return the item to you at your cost, or dispose of it at your request.

Please pack the product securely for transit. Do not tape shipping labels directly onto the manufacturer's retail box.

3. Items we cannot accept back

The short version: Anything that touches skin, eyes, lips, or hair can't be returned once you've broken the seal.

The details: For health, hygiene, and safety reasons, the following are not returnable once the sealed packaging has been opened:

• Devices and attachments that come into direct contact with skin, eyes, lips, mouth, hair, or scalp
• Replacement heads, brushes, tips, applicators, and similar consumable attachments
• Any product where a hygiene seal has been removed

We also cannot accept:

• Gift cards
• Items marked "final sale" or "clearance" at the time of purchase
• Items damaged by misuse, accident, unauthorised repair, or failure to follow the manufacturer's instructions
• Items returned without prior authorisation from us

This section does not apply if the product is faulty, damaged on arrival, or not as described. In those cases, see Section 8, and your statutory rights are unaffected.

4. How to start a return

The short version: Email us first. Don't post anything back before we reply.

The details:

1. Email [INSERT RETURNS EMAIL] with the subject line "Return Request".
2. Include your order number, the item or items you want to return, and the reason.
3. If the item is faulty or damaged, attach clear photographs of the product and of the outer shipping packaging.
4. We will reply within [INSERT, e.g. 2] business days with an authorisation and the correct return address.
5. Post the item back within [INSERT, e.g. 14] days of that approval, using a tracked service, and send us the tracking number.

Please do not send anything back before receiving authorisation. Unauthorised returns, and returns sent to an address other than the one we provide, may be refused or lost, and we cannot process a refund for them.

Keep your proof of postage until your refund is confirmed. Until the parcel reaches us, the risk of loss in transit is yours.

5. Who pays for return shipping

The short version: Our mistake, we pay. Change of mind, you pay.

The details:

We cover return shipping when the item arrived damaged, is faulty, is the wrong product, or does not match its description.

You cover return shipping when you are returning because of a change of mind, an incorrect choice of model or colour, or because the results did not meet your expectations.

Original outbound shipping charges are non-refundable on change-of-mind returns, except where applicable consumer law requires otherwise. Where a statutory right of withdrawal applies, we refund standard outbound delivery costs but not any premium or express upgrade you selected.

Any customs duties, import taxes, or brokerage fees you paid are set by your local authority, not by us, and we cannot refund them. You may be able to reclaim them directly from your customs authority.

[IF APPLICABLE: A restocking fee of INSERT% applies to change-of-mind returns.]

6. Refunds

The short version: Once your return arrives and checks out, we refund to the card you paid with.

The details: When your return reaches us, we inspect it within [INSERT, e.g. 3] business days and email you the outcome.

If approved, we issue the refund to your original payment method within [INSERT, e.g. 3–5] business days. We cannot refund to a different card, account, or person.

The money then takes a further [INSERT, e.g. 5–10] business days to appear, depending on your bank or card issuer. This part is outside our control.

Refunds cover the price you paid for the returned product. Where a discount code was applied across multiple items, the discount is apportioned, and you are refunded the amount actually paid for the returned item rather than its full list price.

If a returned item was part of a bundle, multi-buy, or gift-with-purchase offer, and returning it means the offer no longer qualifies, the value of the free or discounted item is deducted from your refund unless you return that item as well.

Refund not showing? Wait the full period above, then check your bank statement and card account again. If it still hasn't appeared, contact [INSERT RETURNS EMAIL] with your order number and we will send you the refund confirmation reference to give to your bank.

7. Exchanges

The short version: [INSERT — see below.]

The details:

[OPTION A, IF YOU OFFER EXCHANGES: We are happy to exchange an item for a different model, colour, or size, subject to the same conditions and window as a return. Tell us which product you would like when you submit your return request. We ship the replacement once the original arrives and passes inspection. If the replacement costs more, we will send a payment link for the difference; if it costs less, we refund the difference. Exchange shipping is [FREE / CHARGED AT INSERT].]

[OPTION B, IF YOU DO NOT: We do not process direct exchanges. Please return the original item for a refund under this policy and place a new order for the product you want. This is usually faster than an exchange.]

8. Damaged, faulty, or incorrect items

The short version: Tell us fast, send photos, and we'll fix it at no cost to you.

The details: Contact us at [INSERT RETURNS EMAIL] within [INSERT, e.g. 48 hours] of delivery for visible transit damage, or as soon as the fault appears for functional defects.

Please include:

• Your order number
• Photographs of the product showing the issue
• Photographs of the outer shipping box and packaging, if the damage occurred in transit
• A short video if the fault is intermittent or functional, such as a device that will not power on

We will assess the report and, at our option, send a replacement, arrange a repair, or issue a full refund including your original shipping cost. You will not pay return shipping in these cases.

Before reporting a fault, please try the basic checks: use a different charging cable and power source, allow a full uninterrupted charge cycle, and follow any reset procedure in the manual. This resolves a large share of reported faults.

Faults appearing later are handled under the warranty in Section 11 of our Terms of Service, which runs for [INSERT PERIOD] from delivery.

9. Lost or undelivered parcels

The short version: If tracking stalls or a parcel goes missing, we investigate with the carrier.

The details: If tracking shows no movement for [INSERT, e.g. 10] business days, contact us, and we will open an investigation with the carrier. Carrier investigations typically take [INSERT, e.g. 7–14] business days. Once concluded, if the parcel is confirmed lost, we will resend or refund your order.

If tracking shows the parcel as delivered but you have not received it, please check with neighbours, building reception, and any safe-place or parcel-locker instructions the carrier recorded. Report it to us within [INSERT, e.g. 7] days of the delivery scan so that we can file a claim within the carrier's own deadline.

We are not able to refund orders delivered to an incorrect address supplied by you at checkout. Please check your address carefully before completing payment.

10. Order cancellations

The short version: Cancel before it ships, and it's simple. After that, it becomes a return.

The details: To cancel, email [INSERT RETURNS EMAIL] with your order number as soon as possible.

• Before dispatch: we cancel and refund in full.
• After dispatch: we cannot cancel. Wait for delivery, then request a return under this policy. Do not refuse the parcel at the door, as refused parcels can be destroyed by carriers rather than returned to us.

We may also cancel an order ourselves, as set out in our Terms of Service, for example where an item is out of stock or a price was listed in error. If we do, you receive a full refund.

11. Right of withdrawal for EU and UK consumers

The short version: If you're in the EU or UK, you have a legal 14-day right to change your mind. Sealed hygiene items are an exception once opened.

The details: If you are a consumer resident in the European Union or the United Kingdom, you have the right to withdraw from a distance contract within 14 days of the day you, or a carrier you nominated, take physical possession of the goods, without giving any reason.

To exercise it, inform us of your decision by a clear statement, using the details in Section 13 or the model form below. Sending the form or an equivalent statement before the 14-day period expires is sufficient.

You must send the goods back without undue delay and in any event within 14 days of telling us. You bear the direct cost of returning the goods unless the goods are faulty. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.

We will reimburse all payments received from you, including standard outbound delivery costs but excluding any supplementary cost of a premium delivery option you chose, without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold reimbursement until we receive the goods back or you supply evidence of having sent them, whichever is earlier.

Statutory exception: This right does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons, if they have been unsealed after delivery. This covers most of our range once the seal is broken.

This right is in addition to, and does not limit, your other statutory rights, including remedies for goods that are faulty or not as described.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: [INSERT LEGAL ENTITY NAME], [INSERT FULL ADDRESS], [INSERT RETURNS EMAIL]

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Ordered on: __________ Received on: __________ Order number: __________ Name of consumer: __________ Address of consumer: __________ Signature (only if this form is sent on paper): __________ Date: __________

12. Chargebacks

The short version: Talk to us first. Disputing a charge before contacting us slows everything down.

The details: If something is wrong with your order, please contact us before opening a dispute with your bank or card issuer. We resolve most issues within a few days, whereas a chargeback typically takes weeks and freezes the order while it is investigated.

We reserve the right to contest chargebacks that are raised without a prior attempt to resolve the matter with us, and to supply the card issuer with order records, tracking data, and delivery confirmation as evidence. This does not affect your right to dispute a genuinely unauthorised transaction.

13. Contact

Returns and refunds:

ViollaTech [INSERT LEGAL ENTITY NAME] [INSERT FULL ADDRESS] Email: [INSERT RETURNS EMAIL] Store: [INSERT STORE URL]

We reply within [INSERT, e.g. 24 hours] on business days.

14. Changes to this policy

We may update this policy from time to time. The version in force at the time you placed your order applies to that order. Changes take effect when posted, and the "Last updated" date at the top will change.

Nothing in this policy limits your statutory rights as a consumer under the law of your country of residence.