Return & Refund Policy

Last Updated: 01-02-2025

Thank you for shopping with us at Vila Mora. Our Return and Refund Policy aims to ensure a smooth and transparent experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds, and exchanges.

Return address:

Please send approved returns to:

Puyang Street No. 137, Jinhua City, Zhejiang Province, 321000, China

Key information:

  • Return Period: Items can be returned within 30 days from the delivery date.
  • Restocking Fee: No restocking fees apply.
  • Refund Processing Time: Refunds are processed within 10 business days after the returned item has been inspected.
  • Return Shipping Costs: Customers are responsible for return shipping costs unless the item is defective or the return is due to our error.

How to initiate return:

To start a return, please follow these steps:

  1. Contact Customer Service: Email support@vilamora.com with your order number, reason for return, and any supporting photos if applicable.
  2. Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
  3. Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
  4. Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer or covered by us if defective or incorrect.

Refund Policy

  • Refund Approval: Once we receive and inspect your returned item, we will notify you regarding the approval status within 7 business days.
  • Processing Time: Approved refunds will be processed to your original payment method within 10 business days. Your bank or credit card provider may require additional time to post the refund.
  • Confirmation: You will receive a confirmation email once the refund is processed.

If refund does not appear in your bank account within the expected time, please check with your bank. For further assistance, contact us at  support@vilamora.com.

Exchange Conditions

We offer exchanges for incorrect or defective items only. Contact us within 30 days of delivery, and we’ll cover the return shipping costs for eligible exchanges. If an incorrect size was ordered, please follow the return process and then place a new order for the correct size.

Order Cancelation

You can cancel your order within 1 hour of placing it. Read more in our Cancellation policy.

Exceptions and Special Cases

  • Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We’ll arrange a return at no cost to you and offer a replacement or full refund as per your preference.
  • Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.
  • Lost Packages: If your package does not arrive within the estimated time frame, contact us so we can initiate an investigation with the shipping carrier.

Processing Times

  • Return Window: Returns must be initiated and shipped within 30 days of receiving the item.
  • Inspection Period: Once received, returns are inspected within 7 business days.
  • Refund Issuance: Refunds are processed to the original payment method within 10 business days after inspection.

Company Contact Information

If you have further questions or require assistance with returns or refunds, please reach out:

  • Email: support@vilamora.com

  • Phone: +447458114070

  • Address: 2 Frederick Street, London, WC1X 0ND, United Kingdom