Last Updated: January 2025
At Vizoly (operated by Hong Yunda Trading Limited), we are committed to delivering high-quality custom apparel. However, if any issues arise with the products you receive, we offer a refund policy to ensure customer satisfaction. Please read our Refund & Returns Policy carefully to understand the conditions under which refunds or replacements may be requested.
By placing an order on vizolyonline.com, you agree to the following terms.
1. Custom Products and Personalized Orders
Due to the personalized nature of our products, we do not accept returns or exchanges for items unless there is an issue with the product, such as defects or incorrect customization.
We encourage you to review your order details (such as design, size, and shipping information) carefully before confirming your purchase to avoid errors.
2. Returns and Refunds
You are eligible for a refund or replacement in the following cases:
- Defective Products: If the product you receive is defective (e.g., poor printing quality, incorrect stitching, damaged materials), we will offer a full refund or replacement.
- Incorrect Customization: If there was an error in the customization of your product (e.g., wrong design, incorrect size, or mismatch between what was ordered and what was delivered), we will also offer a refund or replacement.
To be eligible for a return or refund, you must notify us within 7 days of receiving your order. Please provide your order number and include clear photos of the defective or incorrect items for verification.
3. Refund Process
If you are eligible for a refund, we will process it as follows:
- Notify Us: Contact us at info@vizolyonline.com within 7 days of receiving the product. Provide your order number, describe the issue, and include relevant photos of the product.
- Verification: We will review the issue and confirm whether the product qualifies for a refund or replacement.
- Refund/Replacement: Once the issue is confirmed, we will either:
- Issue a refund to your original payment method (within 7-10 business days, depending on your payment provider).
- Ship a replacement product at no additional cost to you.
Refunds will be processed to the original payment method used during the transaction. Please note that it may take 7-10 business days for the refund to appear in your account, depending on your bank or payment provider.
4. Non-Returnable Items
We cannot accept returns for the following items unless they are defective or incorrect:
- Custom-made products with personalized designs (such as clothing with custom text, logos, or artwork).
- Products that have been worn, washed, or altered after delivery.
If you are uncertain about a design or size before placing your order, please contact us for assistance to ensure you are fully satisfied with your choices.
5. Cancellations
You may cancel your order within 24 hours of placing it, provided that the order has not already been processed or shipped. Once your order has entered production, it cannot be canceled.
To cancel an order, please contact us immediately at info@vizolyonline.com with your order number.
6. Shipping for Returns
If your product is defective or incorrect, we will cover the return shipping costs. Once we confirm the issue, we will provide you with a return shipping label.
7. Exchanges
We will offer an exchange for defective or incorrect products, subject to availability. If you need to exchange your product for a different size, design, or item due to an error on our part, please contact us for assistance. The original item must be returned to us in unused and undamaged condition before the exchange is processed.
8. Customer Responsibility
It is your responsibility to ensure that all the information you provide during the order process, including your shipping address, size, and customization details, is accurate. Vizoly is not responsible for delays or errors caused by incorrect information provided by the customer.
9. Contact Information
If you have any questions or concerns about our Refund & Returns Policy, please contact us at:
- Email: info@vizolyonline.com
- Phone: +8613544240120
- Address: Room 5020, 5th Floor, Yau Lee Centre, 45 Hoi Yuen Road, Kwun Tong, Hong Kong SAR
10. Changes to the Refund & Returns Policy
We reserve the right to update or change our Refund and Returns Policy at any time. Any changes will be posted on this page with a new “Last Updated” date. We encourage you to review this page regularly to stay informed of any updates.
By continuing to shop with us after changes are made, you agree to the revised policy.