At VionB, we want you to feel confident with your purchase. If something isn't right, here's everything you need to know about returns and refunds.
Return policy at a glance
- 60-day resolution window from the date of delivery
- Most issues are resolved without a return
- Returns must be approved by our team before you ship anything back
- Return postage is the customer's responsibility, unless the issue was caused by our error
- Damaged, defective, missing or incorrect items must be reported within 72 hours of delivery
- We do not provide prepaid return labels
Need to cancel your order?
You have 24 hours after purchase to cancel your order. To request a cancellation, you must fill out our cancellation form — cancellation requests by email or chat alone cannot be processed.
If your order has already shipped, it can no longer be canceled, but you can request a return once it arrives.
Most issues can be resolved without a return
Before starting a return, reach out to us. In many cases we can find a solution — a replacement, a troubleshooting fix, or another resolution — without you needing to send anything back.
Email us at support@vionb.com within 60 days of delivery and we'll work with you to find the best option.
How to start a return
- Email us at support@vionb.com within 60 days of delivery.
- Include your order number and a brief reason for the return.
- Wait for confirmation and return instructions from our team before sending anything back.
Important: do not return any item without prior approval from our team. Returns sent without prior approval may not be accepted.
Return eligibility
If a return is approved, please make sure:
- The product is in good working condition and, where possible, in its original packaging
- You include your receipt or order confirmation
- Items showing excessive wear, misuse, or damage unrelated to the reported issue may not be eligible
Change-of-mind returns
If you're returning because the product doesn't suit your preferences and not because of a defect:
- Your refund covers the product price and any applicable taxes on the returned item
- Original shipping fees, return shipping costs, expedited shipping fees and shipping protection are not refunded, unless required by applicable law or approved as an exception
- Return postage is the customer's responsibility
Defective, damaged, missing or incorrect items
Report these within 72 hours of confirmed delivery by emailing support@vionb.com with your order number, photos of the item, photos of the original packaging and a clear photo of the shipping label.
Once confirmed, we'll offer the most appropriate resolution — a replacement, a reshipment, or a refund. Where a refund is approved, it may cover the product price, applicable taxes and the original shipping fees, depending on the case.
Claims submitted after the 72-hour window may still be reviewed at our discretion. This reporting window does not limit any rights available to you under applicable consumer law.
See our separate article on Damaged, Defective, or Missing Items for the full process.
Refund timeline
- Once we receive your return, we inspect it and notify you of the outcome
- If approved, your refund is issued within 10 business days of receipt and inspection
- Refunds go to your original payment method
- Your bank may take additional time to post the credit
Non-returnable items
- Custom or personalized products
- Items marked as "Final Sale"
Exchanges
We don't process direct exchanges. If you'd like a different product or color:
- Return the original item using the process above.
- Place a new order for the item you want.
This ensures faster processing — you don't have to wait for us to receive your return before ordering the new item.
This article is provided for convenience. The complete, legally binding terms are in our Return & Refund Policy.