# Returns and refund policy - Link: https://www.viduluz.com/refund_and_returns_policy/ - Published: 2026-10-27T12:08:10-05:00 - Author: Viduluz ## RETURNS & REFUNDS POLICY **VIDULUZ ** **Last updated: October 27, 2026** Thank you for shopping with VIDULUZ. We take pride in the design and quality of our bags and accessories, including their printing, embroidery, and manufacturing details. We want you to enjoy your purchase and feel confident that any product concern will be reviewed carefully and fairly. This policy explains our procedures for product returns, defect claims, inspections, replacements, and refunds. ## 1. ORDER PROCESSING & FINAL SALES Most VIDULUZ products are made to order, with production or fulfillment arranged specifically for each purchase. **All orders are considered final once they have been processed and submitted for production or fulfillment.** After production or fulfillment begins, we are generally unable to cancel or modify an order. Our standard voluntary return policy does not cover: * Changes of mind or buyer’s remorse. * Accidental purchases or ordering mistakes. * Incorrect selection of sizes, colors, styles, designs, or quantities. * Personal preferences unrelated to product quality. * Exchanges of correctly supplied products for different variations. Promotional, discounted, and sale items follow the same standard return conditions. Please review your product selections and order details before completing your purchase. If you need to correct an order, contact us as soon as possible. We will check whether a change is still possible before production or fulfillment begins. ## 2. PRODUCT QUALITY & ELIGIBLE RETURNS We expect VIDULUZ products to arrive in good condition and correspond to their advertised descriptions. If you receive a product with a quality issue, our customer service team is here to help. Our standard return and refund process covers the following circumstances: ### 2.1 Printing Defects Significant printing problems, including: * Material misprints. * Incorrect design placement. * Missing or incomplete printing. * Substantially defective print quality. * Other printing errors affecting the product’s conformity or appearance. ### 2.2 Embroidery Defects Significant embroidery problems, including: * Incorrect embroidered designs. * Missing or incomplete embroidery. * Defective stitching. * Material embroidery inconsistencies affecting the product’s quality. ### 2.3 Manufacturing Defects Defects affecting product materials, construction, workmanship, or intended functionality. ### 2.4 Products Damaged During Delivery Products that arrive materially damaged as a result of transportation or handling before delivery. ### 2.5 Incorrect Products Products, sizes, styles, or designs supplied incorrectly because of an error in production or fulfillment. Each claim is assessed individually using the available order information and supporting evidence. For packages that are delayed, missing, or lost in transit, please refer to our separate **Shipping Policy**. ## 3. PRODUCT CARE, NORMAL WEAR & EXCLUDED DAMAGE Our products are designed to be enjoyed and used with appropriate care. Normal wear and damage caused by the customer after delivery are not considered manufacturing defects under our standard voluntary return policy. Examples include: * Normal wear and tear associated with regular use and aging. * Scratches, cuts, tears, punctures, stains, or burns occurring after delivery. * Damage caused by improper use or handling. * Excessive rubbing, scraping, or abrasion affecting printed or embroidered areas. * Damage caused by unsuitable washing or cleaning methods. * Damage resulting from improper storage, excessive heat, moisture, or harmful environmental exposure. * Unauthorized repairs or modifications that cause or contribute to damage. * Accidental or intentional damage caused after delivery. **Products intentionally damaged, manipulated, or altered to obtain a refund or replacement are not eligible for voluntary returns.** Normal wear should not be confused with premature product failure. If an item develops an unexpected issue during reasonable intended use, please contact us so we can review it. ## 4. CLAIM SUBMISSION PERIOD To help us review product concerns efficiently, please submit your standard product- quality claim within: **30 calendar days after receiving your order.** This period applies to our voluntary claims process for: * Printing defects. * Embroidery defects. * Manufacturing defects. * Products received damaged. * Incorrect products supplied. We recommend contacting us as soon as you discover a problem. Reporting the issue promptly helps us review the relevant product, production, and delivery information. ## 5. HOW TO SUBMIT A RETURN OR REFUND CLAIM If you experience a problem with your product, please contact: [**customerservice@viduluz.com**](https://www.viduluz.com/refund_and_returns_policy/customerservice@viduluz.com) Include the following information: 1. Your order number. 2. Your name and the email address associated with the purchase. 3. A description of the reported issue. 4. Clear photographs showing the defect or damage. 5. A photograph showing the product’s overall condition. 6. Close-up photographs of the affected printing, embroidery, stitching, or material. 7. Photographs of the packaging and shipping label when the issue concerns damage during delivery or incorrect fulfillment. **Appropriate supporting evidence is required to assess a voluntary product-defect claim.** Where photographs cannot adequately demonstrate the issue, we may accept other suitable evidence. Our team may request additional photographs, videos, or clarification when needed. We will review your information and explain the next steps. ### 5.1 Authenticity of Submitted Evidence To ensure a fair and accurate review, submitted photographs, videos, and documents must represent the product’s actual condition. Evidence must not be intentionally altered to create, exaggerate, conceal, or misrepresent a product defect. This includes: * AI-generated or AI-manipulated product images. * Digitally fabricated damage. * Edited photographs intended to simulate manufacturing defects. * Manipulated printing, embroidery, stitching, colors, or textures. * Photographs of a different product presented as the purchased item. * Materially misleading representations of a product’s condition. Normal adjustments, such as cropping or brightness correction, are acceptable when they do not misrepresent the product. **Claims supported by evidence confirmed to be intentionally falsified or materially manipulated will not qualify for a voluntary refund or replacement.** ## 6. RETURN AUTHORIZATION & PRODUCT INSPECTION Please contact VIDULUZ before shipping any product back under our voluntary return process. If a physical return is required, our customer service team will provide instructions and, where applicable, a Return Merchandise Authorization (RMA) number. **Do not send a product back until you have received the appropriate return instructions.** Authorized returns must be sent to the address provided by our customer service team. Return authorization allows the product to be received and reviewed. It does not automatically confirm final refund or replacement approval. Some product concerns can be resolved using photographs and supporting information without a physical return. ### 6.1 Warehouse Inspection Returned products may be inspected at a VIDULUZ-designated warehouse, return center, or authorized fulfillment facility. The inspection may include: * Confirming the returned product matches the original order. * Examining the reported printing, embroidery, or manufacturing defect. * Reviewing the product’s physical condition. * Comparing the received product with the evidence submitted. * Identifying damage related to use, handling, alterations, or other causes. The facility may document its findings using photographs, inspection notes, or other relevant records. ### 6.2 Differences Between Submitted Evidence and Returned Products If the returned product arrives in a materially different condition from the one represented in the original claim, our team will review the discrepancy. Examples include: * A different product being returned. * A reported defect that is not present. * Customer-caused damage that was concealed or misrepresented. * Evidence of intentional product alteration. * Photographs or videos confirmed to have been materially manipulated. Reasonable differences caused by shipping, handling, or photographic conditions will be considered. ### 6.3 Inspection Results **If inspection confirms that the reported damage resulted from customer misuse, normal wear and tear, accidental or intentional damage, or deliberately falsified evidence, the voluntary return will be declined and no voluntary refund will be processed.** We will notify the customer of the inspection outcome and explain the material reason for the decision. Where a returned product is not eligible for a refund, our team will explain any available arrangements for recovering the item. Additional shipping charges may apply when the customer requests the return of an ineligible product. ## 7. APPROVED REFUNDS & REPLACEMENTS When a qualifying product defect or fulfillment error is confirmed, VIDULUZ will work to provide an appropriate resolution. Depending on the circumstances, this may include: * Replacing the affected product. * Refunding the original payment method. * Repairing the product or providing another suitable remedy. For verified issues attributable to VIDULUZ or its fulfillment partners, we cover the reasonable costs of the approved remedy, including necessary authorized return shipping. **No restocking fee is charged for approved defective-product returns.** ### 7.1 Refund Processing Approved refunds are processed without unnecessary delay and within the applicable refund timeframes. Refunds are ordinarily issued to the original payment method. Customers receive an email notification when the refund has been processed. The time required for the funds to appear in the customer’s account may vary depending on the payment provider or financial institution. ### 7.2 Replacements When a replacement is approved, our team will explain the relevant production and shipping arrangements. Replacement availability may depend on the product and available fulfillment services. ## 8. CLOSED CLAIMS & SUBSEQUENT CLAIMS We understand that customers may discover additional information or experience another issue after a claim has been closed. **You may submit a new voluntary claim while the product remains within the original 30-day claim submission period.** Every new claim will be reviewed individually, even if a previous claim concerning the same order has already been resolved or declined. To provide a consistent assessment, our team may consider relevant information from previous claims, including: * Earlier descriptions of reported defects. * Previously submitted photographs and documentation. * Warehouse inspection findings. * Previous claim outcomes. * New evidence or changes in the reported circumstances. A previous claim does not automatically determine the outcome of a new request. If a subsequent claim concerns an issue already reviewed, we will consider the previous findings alongside any new information. Submitting another claim does not restart the original voluntary claims period. Multiple claims concerning the same issue do not result in duplicate refunds or replacements for a single loss or defect. Our goal is to evaluate each concern carefully, consistently, and fairly. ## 9. INTERNATIONAL CONSUMER RIGHTS VIDULUZ serves customers from different countries, and consumer protection requirements may vary depending on the location of the purchase. Our standard return procedures are designed to provide a clear and consistent shopping experience while respecting applicable consumer rights. For customers in the European Union, EU and relevant national consumer protection rules govern eligible withdrawal rights, returns, legal guarantees, and refunds. Eligible EU online purchases generally have a 14-day withdrawal right. Certain goods made to a consumer’s specifications or clearly personalized may qualify for an exception; production after an order is placed does not, by itself, necessarily make a product personalized. Customers in other countries may have additional consumer protections or different claim procedures. If you believe specific consumer rules in your country apply to your purchase, simply let our customer service team know your country and explain your concern. **We will be happy to review your situation and help identify the appropriate solution.** You do not need to identify or quote a particular law when contacting us. Statutory return and guarantee rights are assessed under their applicable conditions and periods, separately from our standard voluntary 30-day claims process. ## 10. RELATED POLICIES For delivery estimates, shipping charges, tracking, lost shipments, unsuccessful deliveries, and reshipping arrangements, please review our separate: **Shipping Policy** For information about how we handle claim documentation, photographs, inspection records, and customer information, please review our: **Privacy Statement** Our Terms and Conditions provide additional information about purchases and website use. ## 11. CONTACT US Have a question about a product defect, return, replacement, or refund? Our customer service team is here to help. **VIDULUZ Customer Service** Email: [customerservice@viduluz.com](https://www.viduluz.com/refund_and_returns_policy/customerservice@viduluz.com) Phone: +1 (858) 800-0095 Website: [https://www.viduluz.com/help](https://www.viduluz.com/help) **VIDULUZ ** Thank you for shopping with us.