Our refund and return policy lasts 7 days after you receive your purchase. After this period, we cannot offer a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are some situations in which only partial refunds are granted:
- Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
- Any item returned more than 7 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a specified number of days.
Late or missing refunds
If you haven't received a refund yet, first check your bank account again.
Next, contact your credit card company; it may take some time before your refund is officially processed.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and still haven't received your refund, please contact us at sac@vielastore.com.br.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please email us at sac@vielastore.com.br.
Shipping returns
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for the exchanged product to reach you may vary.
If you are returning more expensive items, consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Need help?
Contact us at sac@ember.com.br for questions related to refunds and returns.
