Cancellation & Refund Policy
vilyoo.com ensures that you are delivered what you ordered and in the condition it was displayed on the site. We would refund you if the item received by you was damaged and if you wanted to cancel the order before it has been shipped or before building in case of made-to-order.
How do I cancel an order on vilyoo.com?
- For outright cancellations by you: If you cancel your order before your product has shipped or before making in case of customized order, we will refund the entire amount.
- If the cancellation is after product has shipped: If you received the product, it will be eligible for replacement, only in cases where there are defects found with the product.
Refunds will be made in the same form that the payment is received within 10 working days from the date of cancellation of order.
Replacement & Return Policy
If you think, you have received the product in a bad condition or damaged before delivery, please refuse to accept the package and return the package to the delivery person.
Other situations in which you may need to replace or return an item:
- Item was defective
- Products was / were missing
- Wrong item was sent by the Seller.
In such cases, please call our customer care at +91-8884981265 or email us at firstname.lastname@example.org within 24 hrs., mentioning your Order ID. We will personally ensure that a brand new replacement is issued to you with no additional cost. Since these are handmade unique pieces, there is chance that seller may not have replacement, in such cases it will be replaced by nearly similar product or money refunded.
Please make sure that the original product tag and packing is intact when you send us the product back.
Apart from condition reserved herein above, the following products shall not be eligible for return or replacement, viz:
- Any product that exhibits physical damage to the box & not to the product;
- Since these are handmade products, no 2 items can be identical. In such cases where, the item has minor - color change, size or shape difference
- Any product that is returned without all original packaging and accessories, including the retail box, manuals, etc. and all other items originally included with the product at the time of delivery;
- Any product without a valid, readable, un-tampered serial number, including but not limited to products with missing, damaged, altered, or otherwise unreadable serial number;
- Any product from which the UPC (Universal Product Code) has been removed from its original packaging.
What are the delivery charges?
We take care to ensure that the item you have bought is packed well delivered to you. Depending on your location and that of the seller, the delivery costs will vary. We incur significant costs on all items especially the low value items. Charging for delivery helps to ensure that you continue to have access to exquisite items made by people. The delivery charge may be waived off, if you shop with us for a minimum predefined value.
Why does the delivery date not correspond to the delivery timeline of X-Y business days?
It is possible that the Seller or our courier partners have a holiday between the day you placed your order and the date of delivery, which is based on the timelines shown on the product page. In this case, we add a day to the estimated date. Some courier partners and Sellers do not work on Sundays and this is factored in to the delivery dates.
What is the estimated delivery time?
Delivery date varies as per shop owner & will be specified on their product page. Business days exclude public holidays and Sundays.
Estimated delivery time depends on the following factors:
- The Seller offering the product
- Product's availability with the Seller
- The destination to which you want the order shipped to and location of the Seller.
Are there any hidden costs (sales tax, octroi etc) on items sold by Sellers on Vilyoo?
There are NO hidden charges when you make a purchase on Vilyoo. List prices are final and all-inclusive. The price you see on the product page is exactly what you would pay. Delivery charges are not hidden charges and are charged (if at all) extra depending on the Seller's shipping policy.
Why does the estimated delivery time vary for each seller?
You have probably noticed varying estimated delivery times for sellers of the product you are interested in. Delivery times are influenced by product availability, geographic location of the Seller, your shipping destination and the courier partner's time-to-deliver in your location.
Please enter your default pin code on the product page (you don't have to enter it every single time) to know more accurate delivery times on the product page itself.
Seller does not/cannot ship to my area. Why?
Please enter your pin code on the product page to know whether the product can be delivered to your location. If you haven't provided your pin code until the checkout stage, the pin code in your shipping address will be used to check for serviceability.
Whether your location can be serviced or not depends on
- Legal restrictions, if any, in shipping particular products to your location
- The availability of reliable courier partners in your location
I need to return an item; how do I arrange for a pick-up?
Returns are easy and only available for damaged products. Contact Us to initiate a return. You will receive a call explaining the process, once you have initiated a return. Wherever possible Our Logistics partner will facilitate the pick-up of the item.
What do the different tags like "In Stock", "Available" mean?
'In Stock' - For items listed as "In Stock", Sellers will mention the delivery time based on your location pincode (usually 2-3 business days, 4-5 business days or 4-6 business days in areas where standard courier service is available).
'Available' - The Seller might not have the item in stock but can make it when an order is placed for the item. The delivery time will depend on the estimated procurement time and the estimated shipping time to your location.
'Preorder' or 'Forthcoming'- Such items are expected to be released soon and can be pre-booked for you. The item will be shipped to you on the day of it's official release launch and will reach you in 2 to 6 business days. The Preorder duration varies from item to item. Once known, release time and date is mentioned. (Eg. 5th May, August 3rd week)
'Out of Stock' - Currently, the item is not available for sale. Use the 'Notify Me' feature to know once it is available for purchase.
'Back In Stock Soon'- The item is popular and is sold out. You can however 'book' an order for the product and it will be shipped according to the timelines mentioned by the Seller.
'Temporarily Unavailable'- The product is currently out of stock and is not available for purchase. The product could to be in stock soon. Use the 'Notify Me' feature to know when it is available for purchase.
'Permanently Discontinued'- This product is no longer available because it is obsolete and/or its production has been discontinued.
Does Vilyoo deliver internationally?
As of now we do not deliver items internationally. You will be able to make your purchases on our site from anywhere in the world with credit/debit cards issued in India and 21 other countries, but please ensure the delivery address is in India.