Refund policy

Effective Date: January 1, 2024

At Viocc, our utmost priority is ensuring your complete satisfaction with your purchase. Please take a moment to acquaint yourself with our updated Refund and Return Policy:

Refunds or Exchanges:

  • We are pleased to offer a 90-day money-back guarantee on all purchases.
  • To be eligible for a refund (excluding shipping and handling fees), kindly return the products via mail within 30 days of delivery.
  • Original shipping and handling fees are non-refundable. Return shipping costs are the responsibility of the customer.
  • For returned items affecting free shipping eligibility, the deducted shipping and handling amount will correspond to the original purchase.
  • Please note that at most 50% of the product purchase amount (excluding shipping costs and administrative fees) will be refunded if the received products are not returned in their original, unused condition.

Exchanges and Canceled Orders:

  • Exchanges will be processed for the same value as the original purchase.
  • Canceled orders post-payment confirmation may incur a $100 cancellation fee.

Shipping, Customs, and Lost Packages:

  • We do not accept responsibility for shipping, handling, customs, duties, taxes, or lost packages.
  • In the event of a lost package, please file a claim with your local carrier. Do inform us, as we may be able to assist you with the claim.
  • Refunds or exchanges are not possible during an ongoing credit card dispute.

Sale, Discounted, or Clearance Items:

  • Items marked as sale, discounted, or clearance are considered final sale and are non-refundable.
  • Orders placed beyond the 30-day period are not eligible for refunds or credit.

Items Damaged in Transit:

In the event of a damaged item, we kindly request you to contact us within 24 hours of the delivery date. Please provide evidence of the damage, such as photographs or videos, to support your claim.

Please note that, according to our terms and conditions, all claims for damages must be submitted within this time frame. We reserve the right to reject claims for which sufficient evidence has not been provided.

We will carefully review your complaint and promptly get in touch with you to find a suitable solution. Please understand that we may request additional information or documentation to further support your claim.

We appreciate your understanding and cooperation in this matter.

    Product Information:

    Before making a purchase, please assess your actual needs and measure your own size since all product information and descriptions, including sizes, length, width, height, languages, colors, and plug types, are clearly indicated in all promotional materials. Any issues not related to the normal functioning of the products, such as sizes, length, width, height, languages, colors, and plug types, will not be accepted for a refund or return. Please ensure that you clearly understand the product information before making a purchase.

    Requirements for Full Refunds:

    For a full refund, the product must:

    • Be in a new, unaltered, and unused condition.
    • Be returned within 30 days of delivery.
    • Be sealed in the original packaging and adequately packaged.
    • Be sent to the provided return center address.

    Shipping and Warranty Information:

    • All shipping fees, including secured shipping fees, and any warranties, regardless of their duration, become non-refundable once the parcel has been dispatched or a tracking code has been notified to the customers.
    • Please be aware that this policy is legally binding upon completion of the order process and applies to all transactions.
    • In the event of any alterations, incomplete or incorrect address, address clarification regarding the order, delivery updates, or related matters, our customer service team will promptly contact customers via the email provided during the order placement process. It is the responsibility of all customers to carefully review any order updates before the completion of delivery.
    • Should there be any delays resulting from a lack of response from customers, we shall not be liable to compensate for any additional costs incurred due to the need for supplementary services.
    • Please note that customers bear full responsibility for staying informed about any updates to their orders and are encouraged to promptly respond to any communication from our customer service team.
    • We will provide customers with the delivery tracking code once it is ready. It is important for customers to regularly check the status of their delivery. Upon receiving a notification from the local delivery services provider regarding the pickup of the parcel, customers are kindly requested to pick up the parcel as soon as possible.
    • Please note that any delay in picking up the parcel for an extended period, including personal issues, may result in the parcel being sent back to the local warehouse. We will not assume any liabilities or cover any additional delivery costs incurred due to the re-arrangement of parcel delivery. In such cases, customers will be responsible for settling any extra payments required for the parcel to be resent.

    Warranty Information:

    • Each warranty, irrespective of its duration, affords protection for a single device and establishes a legally binding covenant between the purchaser and the warrantor. All warranties are non-refundable.
    • The ambit of the warranty is confined to safeguarding the external casing of the device. Exempt from coverage are any essential components or integral parts of the device. Should replacement parts be necessitated, customers shall be furnished with a quotation for the requisite components, thereby empowering them to make informed decisions regarding repair and maintenance.
    • The warranty period commences from the date of product acquisition and persists for the stipulated duration delineated at the time of purchase.
    • Additionally, it is explicitly stipulated that instances of intentional or unreasonably inflicted damage render the device ineligible for coverage under this warranty agreement. Deliberate acts of damage or misuse are expressly excluded from the purview of warranty protection.

    Free Gift Eligibility for Returns, Refunds, and Deductions

    Please note that any free gifts provided with your purchase are offered as a complimentary addition to your main purchase and are not eligible for resale, returns, or refunds. Free gifts are provided on a goodwill basis and hold no cash value for refund purposes. They cannot be used as grounds for initiating a return or refund of the primary product.

    In the event that you return the main product for a refund or exchange, the free gift must also be returned in its original, unused, and unopened condition. If the free gift is not returned, or if it is returned in a used or damaged state, the company reserves the right to deduct the full retail value of the free gift from your refund. The retail price of the free gift is determined based on the price displayed at the time of purchase or, if not listed, the current market value of the item.

    Additionally, any attempt to resell a free gift is strictly prohibited and may result in legal action if such actions violate the company's terms and conditions.

    This policy is legally supported under consumer protection laws and ensures fairness for both the company and the customer. By accepting the free gift, you agree to these terms, which are intended to protect the company from misuse of return policies and maintain the integrity of promotional offers.

    Limitation of Liability for Secure Shipping:

    By selecting our secure shipping option, you acknowledge that while we take every reasonable precaution to protect your shipment, unforeseen circumstances beyond our control may still pose risks during transit. Despite the additional fee for secure shipping, we cannot guarantee absolute protection against loss, damage, or theft unrelated to proper delivery methods.

    Liability Cap: Please note that our liability for any incidents during transit is solely based on the terms and conditions set by the shipping carrier, with compensation capped at most 10% of the product value. We strongly recommend considering additional insurance coverage for valuable items.

    Your decision to opt for secure shipping indicates your acceptance of these terms. We will only assume responsibility for loss, damage, or theft if it occurs due to the failure of the logistics provider to deliver the shipment properly. We appreciate your trust in our services and your understanding of these terms.

    Return Procedure:

    Initiate the return process by reaching out to our customer service team at support@viocc.com. Specify your order number in the subject line to confirm product eligibility. In your email, include details of the items for return, your name, associated email address, phone number, and a receipt or proof of purchase.

    Upon contact, pack your return items in the original packaging, enclose the delivery receipt with your order number, and dispatch them to the provided return center address.

    Delayed or Missing Refunds

    If you have not received a refund yet, please check your bank statement. Then, contact your credit card company as it may take some time for the refund to be officially posted. Next, contact your bank as there may be a processing time before a refund is posted. If you have done all of this and still have not received your refund, please contact us at support@viocc.com.


    NOTE: This message contains information regarding the process of returning a product for a refund or exchange. To initiate the return process, the customer must contact the customer service team at support@viocc.com. and provide their order number to request the return center address. The returned product must be in a new, unaltered, and unused condition and received within 90 days of delivery to qualify for a refund or exchange. If the customer has any questions or needs further information after the return, they can contact the customer service team.