If something arrived damaged, defective, missing, or incorrect, please let us know as soon as possible so we can investigate.
Report the issue within 72 hours
Please inspect your order when it arrives.
If an item is missing, damaged, defective on arrival, or incorrect, contact support@vionb.com within 72 hours of confirmed delivery.
Please include:
- Your order number
- A brief description of the issue
- Photos of the item(s) received
- Photos of the original packaging
- A clear photo of the shipping label
Additional photos or video may be requested when necessary to verify the issue.
What qualifies?
Damaged item
The product arrived physically damaged or broken.
Defective on arrival
The product does not function correctly when first received.
Incorrect item
You received a different product, color, or variant from what you ordered.
Missing item
Your shipment is incomplete or an expected item is missing from the package.
What happens next?
Our team will review the information provided and determine the appropriate resolution.
Depending on the situation, this may include:
- Troubleshooting where appropriate
- Replacement
- Reshipment
- Refund
Not every issue requires the same type of evidence or resolution, so cases are reviewed individually.
Claims submitted after 72 hours
Issues reported after the 72-hour reporting period may still be reviewed at our discretion, but may not qualify for replacement or reimbursement.
The 72-hour reporting period does not limit any rights available under applicable consumer law.
Problems that develop later
If your product arrived correctly and worked normally but later developed a manufacturing defect, it may instead be covered by our 12-month limited warranty.
Please refer to our warranty information or contact Support for assistance.
Need help?
Email support@vionb.com with your order number.