Refund policy

Last Updated: August 25, 2026

At VONILI, we want you to love your purchase. If you're not completely satisfied, we're here to help. Please read our return and refund policy carefully before making a purchase.

1. Return Eligibility

To be eligible for a return, your item must meet ALL of the following criteria:

• Return requested within 14 days of delivery
• Unworn and unwashed – no signs of wear, use, or washing
• Original tags attached – all tags, labels, and hygiene stickers intact
• Original packaging – items should be in their original packaging when possible
• Proof of purchase – order confirmation email or receipt required

2. Non-Returnable Items

The following items are not eligible for return or exchange (separate from items marked “Final Sale” on the product page):

• Bodysuits – all bodysuit styles
• Intimates & Lingerie – bras, underwear, shapewear, and intimate apparel
• Swimwear – if the hygiene liner is removed
• Final Sale items — products explicitly marked “Final Sale” on the product page before purchase are not eligible for return. A reduced price or promotional discount alone does not make an item final sale.
• Gift Cards – non-refundable and non-transferable
• Personalized/Custom Items – items customized to your specifications
• Worn, Washed, or Altered Items – any item that has been used or modified
• Items with removed tags – items with tags or hygiene seals removed
• Items with makeup, perfume, or odors – items showing any signs of use

Hygiene and safety restrictions apply regardless of whether an item was discounted. Only products explicitly marked “Final Sale” on the product page before purchase are treated as final sale for promotional pricing.

3. How to Initiate a Return

To start a return, please follow these steps:

1. Message us first: Contact our customer service team at contact@vonili.com with:
   • Your order number
   • Items you wish to return
   • Reason for return
   • Photos of the item(s), if applicable
2. Wait for Approval: Our team will review your request and respond within 1–2 business days with return instructions and the correct return address.
3. Package Your Return: Carefully pack items in original packaging with all tags attached.
4. Ship Your Return: Send the package to the address we provide in our reply.
5. Keep Your Tracking: Save your return tracking number as proof of shipment.

Important: Items sent back without prior authorization will NOT be accepted and will be returned to sender at their expense. Always request and wait for the correct return address – do not use the address on the shipping package.

4. Return Shipping

• Customer pays return shipping costs – return shipping is the customer's responsibility (except for damaged, defective, or incorrect items).
• We recommend a trackable shipping method with insurance.
• We are not responsible for items lost or damaged in return transit.
• Original shipping charges are non-refundable (unless we made an error).

5. International Returns

International returns are accepted under the same eligibility conditions as above. Please note:

• Return shipping costs are the customer's responsibility.
• Any duties, customs fees, or taxes paid are non-refundable.
• Email us first for the correct return address for your region.
• EU customers: in addition to the above, you have the right to cancel your order within 14 days of receiving your items for any reason (cooling-off period). The same condition requirements apply – items must be unworn, unwashed, with tags attached.

6. Refund Process

6.1 Inspection

Upon receiving your return, our quality team inspects the item to ensure it meets our return criteria. Inspection typically takes 2–3 business days.

6.2 Refund Approval

If your return is approved:

• You will receive an email confirmation.
• Your refund will be issued to your original payment method.
• Please allow 5–10 business days for the refund to appear; your bank may take additional time.

6.3 Refund Denial

If your return is denied for not meeting our criteria, you will be notified by email with the reason, the item will be shipped back to you at your expense, and no refund will be issued.

7. Exchanges

We currently do not offer direct exchanges. If you need a different size or color, please initiate a return for the original item and place a new order for the item you want. This ensures you receive your new item quickly while we process your return.

8. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery at contact@vonili.com with your order number and clear photos of the item and packaging. For verified cases, we will provide a prepaid return label and send a replacement or issue a full refund, including shipping costs.

9. Missing Items

If an item is missing from your order, please check all packaging thoroughly and review tracking for all shipments (your order may arrive in multiple packages). If still missing, contact us within 48 hours with your order details.

10. Late or Missing Refunds

If you haven't received your refund after 15 business days:

1. Check your bank account or credit card statement again.
2. Contact your bank or credit card company – processing times vary.
3. If you've completed these steps and still haven't received your refund, contact us at contact@vonili.com.

11. Fair Use & Abuse Prevention

Our returns program is offered in good faith. To keep it fair for everyone, we reserve the right to limit, delay, or refuse returns and refunds in cases of suspected abuse, including excessive or serial returns, wardrobing (returning worn items), returns that do not meet our stated conditions, or violations of these terms.

12. Chargebacks

We encourage customers to contact us directly to resolve any issue before initiating a chargeback. Filing a chargeback without first attempting to resolve the matter with us may delay resolution and can result in account suspension.

13. Policy Updates

We reserve the right to modify this Return & Refund Policy at any time. Changes are effective immediately upon posting to our website. Please review this policy periodically.

14. Contact Us

Questions about a return or refund? Email contact@vonili.com with your order number. We usually respond within 1–2 business days.

Message Customer Care to begin a return — we’ll share the correct return address and next steps.