Refund policy

Shipping, Returns & Refund Policy

Shipping

All VIALYX orders are shipped with tracked delivery.

Estimated delivery times vary depending on destination and shipping method selected at checkout. Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Please note that international shipments may be subject to customs duties, taxes, import fees, or other charges imposed by your local authorities. These charges are the responsibility of the customer.

Returns & Refunds

1. 14-Day Return Period

Customers may request a return within 14 days of receiving their order.

To be eligible for a return:

  • The product must be unused.

  • The product must not have been powered on, charged, or connected to a power source.

  • The product must not have come into contact with medications, peptides, medical supplies, biological products, or healthcare-related materials.

  • The product must be returned in its original packaging and in resalable condition.

2. Health & Safety Policy

Due to health, safety, and hygiene considerations, VIALYX products that have been used, powered on, charged, or exposed to medications, peptides, medical compounds, vials, syringes, or healthcare products cannot be returned, refunded, or exchanged.

This policy exists to protect the safety of all customers and ensure compliance with product hygiene standards.

If a product has been used in any capacity, it will not qualify for a refund under the 14-day return policy.

3. Defective or Damaged Products

If your product arrives damaged or develops a manufacturing defect, please contact our support team immediately.

To assist with the claim process, please provide:

  • Your order number

  • A description of the issue

  • Photos and/or videos showing the problem

Each case will be reviewed individually and, where appropriate, a replacement unit or other resolution may be offered.

4. Return Process

Before sending any item back, you must contact our support team for authorization.

Email: support@vialyx.co

Please include:

  • Order number

  • Reason for return

  • Photos if applicable

Unauthorized returns may be refused.

Once the returned item has been received and inspected, we will notify you regarding approval or rejection of your refund request.

Approved refunds are typically processed within 1–5 business days back to the original payment method.

5. Return Shipping Costs

Customers are responsible for return shipping costs when returning an eligible order under the 14-day return period.

Shipping charges, customs fees, import duties, taxes, and other associated costs are non-refundable.

If VIALYX confirms that an item is defective upon arrival, return shipping costs may be covered by us at our discretion.

6. Unclaimed Packages

Packages that are refused, abandoned, unclaimed, or returned due to incorrect shipping information provided by the customer may be subject to a handling and return fee.

Any shipping, customs, storage, return, or carrier fees incurred will be deducted from any eligible refund.

7. Order Cancellations

Orders may only be cancelled before shipment.

Once an order has been dispatched, it is considered fulfilled and must follow the standard return policy.

Administrative processing fees may apply to cancelled orders where payment processing or fulfillment costs have already been incurred.

8. Exchanges

For health and safety reasons, used products cannot be exchanged.

If an unused and unopened product qualifies under the return policy, an exchange may be considered subject to product availability.

9. Limitation of Liability

Customers are responsible for ensuring that products are used according to their intended purpose.

VIALYX is not responsible for returned packages lost in transit. We strongly recommend using a tracked shipping service for all approved returns.

10. Contact Information

Customer Support

Email: support@vialyx.co

Website: www.vialyx.co

11. Import Responsibility

The customer is considered the importer of record for international orders.

Any customs duties, VAT, import taxes, regulatory fees, brokerage fees, or other charges imposed by local authorities are the sole responsibility of the customer.

Customers are responsible for understanding and complying with the import requirements of their country prior to placing an order.