01 / Our approach
We aim to handle complaints fairly, respectfully and without charge. Raising a complaint in good faith will not reduce your statutory rights or result in unfair treatment.
02 / What this policy covers
- Orders, product information, availability, delivery, returns, refunds and cancellations.
- Payments, billing, duplicate transactions and payment-related customer service.
- Website access, account or support issues and the conduct of our representatives.
- Privacy concerns that can initially be addressed by our support team.
- Intellectual-property concerns relating to content displayed on Vyior.
03 / Contact support first
Many issues can be resolved quickly through customer support. Contact support@vyior.com and include your order number where relevant, the email used for the order, a concise explanation of the issue and the outcome you are seeking.
04 / Submitting a formal complaint
If the issue is not resolved, send a written complaint to support@vyior.com with the subject line “Formal Complaint – [order number]”. Include your full name, relevant transaction or order details, dates, a clear description, the resolution requested and supporting evidence such as photographs, screenshots or earlier correspondence.
If you complain on behalf of another person, we may ask for reasonable evidence that you are authorised to act for them.
05 / How we handle complaints
We aim to acknowledge a formal complaint within two business days. We will review the relevant records and, where practicable, have the matter considered by someone not directly responsible for the original issue.
We aim to provide a substantive written response within 15 business days. If the matter is complex and needs more time, we will explain the delay and provide a revised timeframe; our target is to conclude the initial formal process within 30 business days.
06 / Possible outcomes
Depending on the facts, an outcome may include an explanation, apology, correction, replacement, re-delivery, refund or partial refund, another remedy required by law, or a reasoned explanation of why the complaint is not upheld.
07 / Internal escalation
If you are dissatisfied with the formal response, you may request a final internal review within 14 days of receiving it. State why you believe the outcome should be reconsidered and provide any new evidence. We aim to issue the final internal response within 20 business days.
08 / External consumer and privacy routes
If a consumer dispute remains unresolved, you may be entitled to contact the Cyprus Consumer Protection Service or another competent consumer body in your country of residence. The former EU Online Dispute Resolution platform has been discontinued, so this policy does not direct customers to that closed service.
For complaints about personal-data processing, you may lodge a complaint with the Office of the Commissioner for Personal Data Protection in Cyprus or another competent supervisory authority. These external rights do not require you to accept our internal outcome.
09 / Payment disputes
If your concern involves a payment, we encourage you to contact us first because many issues can be resolved faster with order and payment records. We will cooperate with legitimate enquiries from payment providers and financial institutions. This does not prevent you from exercising lawful chargeback or payment-dispute rights.
10 / Records and confidentiality
We keep reasonable records of formal complaints and outcomes for service improvement, legal compliance and dispute management. Complaint information is shared only with people and service providers who reasonably need it, or with authorities and dispute bodies where required or permitted by law.
11 / Abusive or repetitive complaints
We may limit communications where a complaint is abusive, threatening, knowingly fraudulent, or repeatedly raises the same fully answered issue without new information. We will not use this provision to suppress genuine complaints or statutory rights.
CONTACT & OPERATOR DETAILS
For any queries or further assistance, please feel free to contact us at support@vyior.com. You can also visit our website at vyior.com. Registered ID: HE 500354.
Registered Office: 4 Evagora Pallikaridi, Alambra, 2563, Nicosia, Cyprus