1. Custom-Made Products

All VILI products are custom-made and printed on demand specifically for you. Each item is created after your order is placed and tailored to your specifications.

2. What We Do Cover

We stand behind the quality of our products. We will provide a free replacement if your item arrives:

• Damaged: Item arrived torn, broken, or visibly damaged
• Defective: Print quality issues, fading, or manufacturing defects
• Wrong item: You received a different product than ordered
• Wrong size: The size you received differs from what you ordered

3. Reporting Period

You must report any issues within 14 days of receiving your order. Claims made after this period cannot be processed.

4. How to Request a Replacement

To request a replacement, please follow these steps:

1. Contact us at contact@viliday.com within 14 days of receiving your order.
2. Include in your email:
   • Your order number
   • Clear photos of the defective/damaged item
   • A description of the issue
3. Wait for our response. We will review your claim within 48 hours.
4. If approved, we will ship a replacement at no extra cost.

5. Photos Required

For us to process your claim, we require:

• A clear photo of the damaged/defective area
• A photo of the full product
• A photo of the shipping label (if packaging was damaged)

These photos help us work with our fulfillment partner to resolve the issue quickly.

6. What We Do NOT Cover

The following situations are not eligible for replacement or refund:

• Change of mind or buyer's remorse
• Incorrect size selected by customer (check our Size Guide)
• Color variations due to screen settings
• Normal wear and tear after use
• Damage caused by improper washing or care
• Claims made after 14 days
• Items purchased from third-party sellers

7. Order Cancellation

Because our products are made-to-order, production begins immediately after your order is confirmed.

8. Refunds

In exceptional cases where a replacement is not possible (e.g., discontinued design), we may offer a full refund to your original payment method.

Refunds are processed within 5-10 business days and may take additional time to appear on your statement depending on your bank.

9. Care Instructions

To ensure the longevity of your VILI products:

• Wash inside-out with cold water
• Use a gentle cycle
• Do not bleach
• Tumble dry on low or hang dry
• Do not iron directly on the print

Damage caused by not following care instructions is not covered under this policy.

10. Contact

For any questions about returns or to report an issue, contact us at contact@viliday.com