Refund Policy

Last Updated: July 14, 2026

At Vailorio, customer satisfaction is important to us. This policy outlines the terms and process for returns, exchanges, and refunds. Please review the information below before initiating a return.

Return Window

Returns are accepted within 30 days of the delivery date. To be eligible for a return, the item must be unused, unworn, in its original condition, and include all original packaging and tags where applicable. Items that do not meet these conditions will not be eligible for a refund and will be returned to the buyer.

Returns Due to a Product Issue

This category applies if you received an item that is defective, damaged during transit, or different from what you ordered.

  • Vailorio covers the full cost of return shipping
  • You may choose between a full refund or a free replacement of the same item
  • No restocking fee applies
  • Please include photos of the issue when contacting us, to help us process your request quickly

Returns Due to Customer Preference

This category applies to returns for reasons such as a change of mind, ordering the wrong size, or simply deciding the item is not the right fit for you.

  • The customer is responsible for return shipping costs
  • The original shipping fee, if one was charged at checkout, is non-refundable
  • No restocking fee applies — you will be refunded the full item price, minus original shipping (if applicable)
  • The item must be unused and in its original packaging to qualify for a refund

How to Initiate a Return

Please follow the steps below to start a return or exchange:

  1. Email service@vailorio.com with your order number, the item you wish to return, and the reason for the return.
  2. If the return is due to a product issue, please attach photos of the item or defect.
  3. Our customer service team will review your request and respond within 1-2 business days with confirmation and return instructions.
  4. Once approved, pack the item securely in its original packaging (if possible) and ship it to the return address provided below.
  5. Once we receive and inspect the returned item, we will notify you by email regarding the status of your refund or exchange.

Please contact us before sending an item back. Returns sent without prior confirmation from our team may experience delays in processing.

Return Address

1700 28th Ave
Oakland, CA 94601
United States

Please note: this address is for authorized returns only. We recommend using a trackable shipping method, as Vailorio is not responsible for return packages lost in transit.

Refund Process & Timing

Once your returned item is received and inspected, we will process your refund within 3-5 business days to your original payment method. Please note that due to varying bank processing times, it may take an additional 5-10 business days for the refund to appear on your statement after it has been processed on our end.

You will receive an email confirmation once your refund has been issued. No restocking fees are deducted from any approved refund.

Exchanges

If you would like to exchange an item for a different size or color, please follow the same return process described above and indicate that you would like an exchange rather than a refund. Exchanges are subject to product availability. No restocking fee applies to exchanges. If the requested item is unavailable, a full refund will be issued instead once the original item is received.

Order Cancellations

Orders may be cancelled free of charge if the request is submitted before the order enters processing. Once an order has been processed or shipped, it is no longer eligible for cancellation and will instead follow the standard return process outlined above.

Contact Us

If you have any questions, please don't hesitate to reach out:

  • Email: service@vailorio.com
  • Phone: +1 510-389-7246
  • Mailing Address: 2648 International Blvd Ste 301, Oakland, CA 94601, United States
  • Response Time: We typically respond within 1-2 business days