01 / Starting a return
Contact support@vyior.com with your order number, the item you want to return and the reason for the request. For damaged, faulty or incorrect goods, include clear photographs or other reasonable evidence where this will help us resolve the issue.
Please do not send a return to the registered office unless our support team specifically instructs you to do so. We may provide a different return destination depending on the product, supplier or fulfilment location.
02 / Change-of-mind and statutory withdrawal returns
EU consumers generally have a 14-day period after receiving eligible goods in which to notify the trader of withdrawal from an online purchase. After notification, the goods should be sent back within the period required by applicable law.
You may inspect goods as you reasonably would in a physical shop. If handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods, applicable law may permit a deduction for diminished value.
03 / Condition of returned goods
Where the return is not caused by a defect, incorrect item or other issue for which we are responsible, please return the product complete and reasonably protected, including accessories, manuals, tags and original packaging where possible. Packaging need not be perfect, but avoid unnecessary damage and remove personal data from electronic devices where applicable.
04 / Items that may be excluded from change-of-mind returns
Certain goods may not qualify for a change-of-mind return where the law provides an exception. This can include personalised or made-to-order goods, some perishable products, and sealed hygiene or health-protection goods once unsealed. Other product-specific exceptions may apply when legally permitted.
An exception to change-of-mind rights does not remove remedies that apply where goods are faulty, damaged, misdescribed or otherwise non-conforming.
05 / Damaged, faulty, incomplete or incorrect goods
If an item arrives damaged, faulty, incomplete or materially different from what was ordered, contact us promptly. Depending on the circumstances and your legal rights, an appropriate remedy may include repair, replacement, price reduction or refund.
We may ask for photographs, video, packaging images, serial or model information, or other reasonable details so that we can verify the issue and determine the correct remedy.
06 / Return shipping
For a standard change-of-mind withdrawal, you may be responsible for the direct cost of returning goods where the law permits and where this was properly disclosed. If the return is required because of a confirmed defect, damage, incorrect item or another issue for which we are responsible, return costs will be handled in accordance with applicable law.
07 / Refunds
Once a return is received and assessed, we will confirm the outcome. Refunds are normally sent to the original payment method. Under a valid statutory withdrawal, we will refund amounts that must be returned by law, including standard outbound delivery charges where required.
A payment provider or bank may take additional time to make the refunded amount visible in your account. If a refund appears delayed after we confirm it has been issued, contact your payment provider and then our support team if further assistance is needed.
08 / Lost parcels and non-delivery
If tracking indicates a problem or a parcel has not arrived within the expected delivery window, contact us with your order number. We will review the available tracking and work with the relevant fulfilment or delivery partner. The appropriate resolution may be a replacement, refund or another remedy depending on the facts and applicable law.
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