Return Eligibility
To be eligible for a return, the following conditions must be met:
- The product must be unused, in its original packaging, and in resalable condition.
- You must request a return within 30 days of receiving your order.
- Proof of purchase (order number or receipt) is required for all returns.
- Certain items, such as personalized or perishable products (e.g., live plants or animals), may not be eligible for return. Please check product descriptions carefully.
Return Process
- Request a Return
To initiate a return, please contact our customer service team at support@vlorax.xyz. Provide your order number, the item(s) you wish to return, and a brief explanation of why you are returning the product. - Return Authorization
Once your return request is reviewed, we will provide you with a return authorization and instructions on how to send the item(s) back. Please note, items returned without authorization may not be accepted. - Packaging and Shipping
Carefully pack the items in their original packaging (if possible). Ensure the product is well protected during transit to avoid damage. You will be responsible for the return shipping costs unless the item is defective or an error was made on our part. - Refund Processing
Upon receiving the returned item(s) and confirming the condition, we will process your refund. Please note that it may take 5-7 business days for the refund to be credited back to your original method of payment, depending on your bank or credit card provider.
Exchanges
If you would like to exchange an item for a different size, color, or product, please follow the same steps as a return. Once we receive the returned item, we will ship the exchanged item to you, subject to product availability. If there’s a price difference, we will notify you of any additional charges or refunds.
Damaged or Defective Items
We strive to ensure all products are of the highest quality. If you receive a damaged or defective item, please contact our customer service team immediately at support@vlorax.xyz. We will guide you through the process to return the item and provide a replacement or full refund, depending on your preference.
Non-Returnable Items
The following items are non-returnable and non-refundable:
- Gift cards
- Live plants, fish, or aquatic animals
- Used or opened aquarium filters, pumps, or other accessories (if applicable)
- Custom-made or personalized items
Cancellations
If you wish to cancel an order before it ships, please contact us as soon as possible at support@vlorax.xyz. If the order has already been processed and shipped, you will need to follow the return procedure outlined above.
Contact Us
If you have any questions or concerns regarding our return policy, please feel free to contact our customer service team at:
- Email: admin@vlorax.xyz