Returns and Refunds Policy

You may request a return within 14 calendar days after delivery unless a product is marked as non-returnable or custom-made.

Returned items must be unused, undamaged, complete, and in their original packaging with accessories, labels, and proof of purchase where applicable.

Custom prescription lenses, made-to-order products, personalized items, final-sale items, and hygiene-sensitive products may be non-returnable once prepared or delivered, unless required by law or caused by a VIZU error.

We may refuse returns that show wear, damage, missing parts, altered packaging, or signs of misuse.

If an item arrives damaged, defective, or materially different from the confirmed order, contact us within 48 hours of delivery when possible.

We may request photos, packaging details, and order information to review the issue and offer repair, replacement, exchange, refund, or another appropriate solution.

Approved refunds are processed after the returned item is inspected. Refund timing depends on the payment method agreed for the order.

Original delivery costs may be non-refundable unless the return is caused by our error or required by applicable law.

Contact VIZU with your order number, contact details, reason for return, and product photos if relevant.

Do not send products back before receiving return instructions from the team. Unapproved shipments may be refused or delayed.