Refund policy

Here's the updated policy:

Returns & Refund Policy

Vionelle — Because You Deserve Peace of Mind

Our Promise to You

At Vionelle, we want every mama to feel completely confident in her purchase. If something isn't right, we're here to make it right.

30-Day Return Window

You have 30 days from the date of delivery to request a return.

To be eligible for a return, your item must be:

Unused and in its original condition
In the original packaging
Accompanied by proof of purchase

Items that have been used, washed, or damaged after delivery are not eligible for return.

How to Start a Return

Email us at vionellecare@gmail.com with your order number and reason for return
Our team will respond within 1–2 business days with return instructions
Send the item back using a tracked shipping service
Once received and inspected, your refund will be processed

⚠️ Please do not send items back without contacting us first. Unrequested returns cannot be processed.

Refunds

Once your return is received and approved:

A full refund will be issued to your original payment method
Please allow 5–10 business days for the refund to appear, depending on your bank or card provider
You will receive a confirmation email once your refund has been processed

Original shipping costs are non-refundable, unless the return is due to a fault on our part.

Damaged or Faulty Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at vionellecare@gmail.com with:

Your order number
A clear photo of the item and packaging

We will arrange a free replacement or full refund at no cost to you. You will not be asked to return the item in these cases.

Non-Returnable Items

The following items cannot be returned:

Items returned after the 30-day window
Items not in original condition or packaging
Gift cards

EU Consumer Rights

As a customer based in the European Union or Republic of Ireland, you are entitled to a 14-day cooling-off period under EU consumer law, during which you may cancel your order for any reason without providing justification.

To exercise this right, contact us at vionellecare@gmail.com within 14 days of receiving your order.

Return shipping in this case is at the customer's expense, unless the item is faulty or not as described.

Exchanges

We do not currently offer direct exchanges. If you'd like a different product, please return your original item and place a new order once your refund is confirmed.