Refund policy
At Vial, we’re committed to ensuring your satisfaction with our products. If your item arrives defective or becomes defective within fourteen (14) days of receipt, we will gladly offer a refund or replacement, as appropriate.
Eligibility for Refund or Replacement
- Defective Products: If you receive a defective product or it becomes defective within fourteen (14) days of receipt, you may be eligible for a refund or replacement.
- Conditions Not Covered: Refunds or replacements will not be issued for products returned due to misuse, negligence, mishandling, accidents, abuse, or any other abnormal use.
- General Dissatisfaction: If you are dissatisfied with your purchase for any other reason, we may, at our discretion, offer compensation in the form of a discount code, product replacement, or a refund.
How to Request a Refund or Replacement
To initiate a refund or replacement request, please contact us at support@carvial.co. In your message, include your order number, product details, and a description of the issue. Once we receive your request, we will typically respond within five (5) business days.
Processing and Refund Details
- Refunds: Approved refunds will be issued to your original payment method, excluding any shipping and handling fees, which are non-refundable.
- Replacement Products: If a replacement is issued, we will arrange for the new product to be shipped to you.
- Payment Provider Processing Times: Vial does not control processing times for refunds managed by your credit card or payment provider. For questions about refund status, please contact your payment provider directly.
Important Notes
- Request Deadline: Refund or replacement requests must be submitted within fourteen (14) days of your original shipment date to be honored.
- Shipping and Handling Fees: These are non-refundable and will not be included in the refund amount.
If you have any questions or concerns regarding this policy, please contact our support team at support@carvial.co.