Refund and Returns Policy

At Vianney Mobile, we stand behind the quality of our products and want you to be completely satisfied with your purchase. If you need to exchange or return an item, we’re here to help. Please review the details below regarding our policy.

Can I Exchange or Return an Item?

Eligibility for Exchange or Return

To qualify for an exchange or refund, the following conditions must be met:

  1. Request Deadline: All requests must be made within 90 days of the delivery date.
  2. Product Condition: Items must be in their original, unwashed, and unworn condition to be eligible for a refund.
  3. Exclusions:
    • Custom products, digital products, and mystery boxes cannot be returned, unless they are defective.
  4. Shipping Costs:
    • Original shipping costs are non-refundable unless the item is being returned due to a production defect or damage upon delivery.
    • Return shipping costs are the responsibility of the customer unless the product was defective or damaged.

How to Initiate a Return or Exchange

If your return meets the eligibility criteria, please contact us via live chat or email to begin the process.

  • Provide your order number and details about the issue.

Can I Cancel or Modify My Order?

Order Cancellation

We understand that plans change, and we strive to offer flexibility. You can cancel your order as long as it has not been shipped.

Steps to Cancel an Order:

  1. Orders can be canceled before they are shipped.
  2. Orders typically ship the following business day after being placed.
  3. To cancel, contact us via live chat or email with:
    • Your full name
    • Your order number
    • A brief explanation of the cancellation request

Important Note:
If your order has already been shipped, cancellation is no longer possible.

What if My Package Was Damaged in Transit?

We are sorry to hear that your package was damaged during transit. Please follow these steps to report the issue:

  1. Defective or Damaged Items:

    • Contact us immediately via live chat or email.
    • Provide the following details:
      • Your full name
      • Your order number
      • A photo or video clearly showing the damage

  2. Outer Packaging Damage Only:

    • If the damage is limited to the outer packaging and the product inside is unaffected, we are not responsible for packaging damage.

Resolution

We will work with you to find the best solution, which may include a replacement, exchange, or refund for the defective item.

Need Further Assistance?

For any other questions or additional support, please don’t hesitate to contact our Customer Service team via:

Main Menu