Refund Policies

viralo.shop is committed to providing excellent customer service and satisfaction. This page outlines our policy regarding refunds, resends, and returns.

✅ What Qualifies for Refund, Resend, or Return

1. Order Delays

• USA: Eligible after 45 days from departure
• Brazil: Eligible after 110 days due to customs delays
• Other Countries: 100 days for certain shipping lines

Orders may be delayed due to pickup issues or incorrect addresses. Please check with your local post office before filing a dispute.

2. Orders Not Received

• If tracking shows “delivered”, no refund or resend will be provided
• If not received, a non-delivery certificate from the local post office is required

3. Damaged Products

• Full refund or replacement for severely damaged items
• Partial refund for minor damage (e.g., small scratches)
• No refunds for packaging damage caused by international shipping
• Claims for electronic products must be submitted within 30 days

4. Incorrect or Missing Products

• Full refund or replacement for incorrect items
• Partial refund or resend for missing non-critical parts
• For size-related issues, please include a photo with measurements

5. Order Cancellations

• Full refund if canceled before processing or shipping
• No cancellations for customized or pre-order items once payment is completed

📩 How to Submit a Dispute

• Include clear photos or videos of damaged products
• Include screenshots of complaints (showing name, date, and content)
• Return the product if requested by our support team

⚠ Important Notes & Exceptions

1. Dispute Deadlines

Disputes must be filed within 7 days of delivery or the expected delivery date.

2. Force Majeure

We are not responsible for delays caused by uncontrollable events, including:

• Natural disasters
• Epidemics
• Customs delays
• War or civil unrest

3. Shipping Method Restrictions

No disputes will be accepted for non-trackable shipping methods.

4. Delivery Location Restrictions

Disputes may not be accepted for regions with known delivery limitations or high-risk areas.

5. Returns

• Returns must be authorized in advance
• Unauthorized returns will not be processed
• Items must be returned within 30 days of receipt

6. Service-Based Products

Services such as packaging, photography, or customization are non-refundable once fulfilled.

7. Unacceptable Disputes

• Change of mind
• Product appearance differs from expectations without defects
• Delays caused by customs or natural events
• Incorrect item ordered or incorrect address provided by the customer

📌 Additional Information

• Order Status: No disputes accepted once an order is marked “closed”
• Shipping Method Limits: No disputes for:
  • PostNL
  • Electric PostNL
  • CJPacket EUB
  • CJPacket Postal Route
  • CJPacket Railway Economy
• Destination Limits: Disputes not accepted in high-risk regions
• Returns Reminder: Returns are only accepted at designated warehouses
• Service Disclaimer: No refunds for low-quality service unless inspected and approved
• Expanded Unacceptable Disputes: Odors, deleted tracking information, customs-related issues, and similar cases

💬 Need Help?

If you’re unsure whether your order qualifies for a refund or resend, please contact our customer service team:

Email: support@viralo.shop

We’re here to help make your shopping experience smooth and worry-free!