1. General Information

At Viore, we want you to have a positive, secure, and worry-free shopping experience. For this reason, we offer a return and refund policy covering damaged, defective, incorrect, and eligible used products, subject to the conditions described below.

By making a purchase through our website, you agree to the terms set out in this Return and Refund Policy.

2. 30-Day Satisfaction Guarantee

Our products are covered by a 30-day satisfaction guarantee beginning on the date your order is delivered.

During this period, you may contact us if the product does not meet your expectations. Because we sell personal-use cosmetic products, each request will be reviewed individually to protect the safety and hygiene of our customers.

To qualify under this guarantee, the product:

• Must have been used only in a normal manner and according to the product instructions.

• Must not show intentional damage, alterations, contamination, or signs of misuse.

• Must not have been fully used, emptied, or consumed.

• Should include its original components, applicators, stencils, accessories, and packaging whenever possible.

• Must have been purchased directly through our official website.

This guarantee does not cover unsatisfactory results caused by incorrect application, failure to follow the product instructions, or selecting a shade that does not match the customer’s personal preference.

3. Eligibility for Returns

We accept requests for returns, replacements, or refunds in the following circumstances:

Damaged or Defective Products

If your product has a manufacturing defect, arrives broken, opened, spilled, or is damaged during shipping, you must contact us within 7 business days of delivery.

You will be required to provide clear photographs or videos showing:

• The condition of the product.

• The external packaging.

• The shipping label.

• The reported defect or damage.

After reviewing the evidence, we may offer a replacement, refund, or another appropriate solution.

Incorrect Product

If you receive a product, shade, variation, or package contents that differ from what you ordered, please notify us within 7 business days of delivery.

You must provide clear photographs of the product received and the shipping label. If we confirm that an error occurred on the part of Viore or our fulfillment provider, we will arrange the appropriate replacement or refund at no additional cost to you.

Missing Items

If your order arrives incomplete, contact us within 7 business days of delivery and include photographs of the package and all items received.

After verifying the information, we may send the missing item or provide another appropriate solution.

Returns of Used Products

We may accept returns of products that have been opened or used within the 30-day satisfaction guarantee period, provided that:

• The product was used reasonably and according to the instructions.

• A sufficient amount of the product remains for us to evaluate its condition.

• The product does not show intentional damage, alterations, contamination, or misuse.

• The product is returned with its original components and accessories.

• The request does not show signs of fraud or abuse of this policy.

Viore reserves the right to reject returns involving products that are empty, fully consumed, contaminated, modified, intentionally damaged, or unsafe to handle for hygiene reasons.

4. Products Not Eligible for Return

We cannot accept returns or issue refunds in the following circumstances:

• Requests submitted more than 30 days after delivery.

• Products purchased from a website or retailer other than our official website.

• Products that have been fully used or consumed.

• Products damaged through incorrect use, negligence, or improper storage.

• Products that have been modified, contaminated, or handled unsafely.

• Orders shipped to an incorrect address provided by the customer.

• Orders that were refused, abandoned, or not collected by the customer.

• Minor color differences caused by lighting, screen settings, natural skin tone, or natural eyebrow color.

• Free, promotional, or complimentary products, unless they arrive damaged or incorrect.

• Gift cards, where applicable.

5. How to Request a Return or Refund

To begin a request, send an email to:

viore.storecosmetics@gmail.com

Please include the following information:

• The full name used for the order.

• Your order number.

• The email address used to place the order.

• The reason for your request.

• Photographs or videos of the product and packaging, where applicable.

• Whether you are requesting a replacement, return, or refund.

Do not send any product back before receiving instructions from us. Returns sent without prior authorization may not be accepted.

Our team will review your request and aim to respond within a maximum of 3 business days.

6. Return Instructions

If your request is approved, we will provide instructions and, where applicable, the address to which the product must be returned.

The item must be packaged securely to prevent damage during transit. We recommend using a shipping service that provides tracking information.

Viore is not responsible for return packages that are lost, sent to an incorrect address, or delivered without prior authorization.

7. Refunds

Once we receive and inspect the returned product, we will notify you whether the refund has been approved or rejected.

If approved, the refund will be processed automatically through your original payment method. Our internal processing may take up to 10 business days.

Your bank, credit card provider, or payment processor may require additional time to reflect the refund in your account. This timeframe depends entirely on the relevant financial institution.

Original shipping charges are non-refundable unless the return is caused by an incorrect, damaged, or defective product for which Viore is responsible.

In certain cases, the refund amount may be reduced if the product shows excessive use, missing parts, or damage unrelated to normal use.

8. Replacements

When a product arrives damaged, defective, incomplete, or incorrect, we may offer a replacement at no additional cost after reviewing and approving your request.

Replacements are subject to availability. If the same product, shade, or variation is no longer available, we may offer:

• An equivalent product.

• Another available shade.

• Store credit.

• A refund through the original payment method.

9. Shade Exchanges

Please carefully review the description and images of each shade before completing your purchase.

Colors may appear slightly different depending on lighting, natural eyebrow color, skin tone, and your device’s screen settings.

Shade exchanges requested solely because of personal preference are subject to review. If approved, the customer will be responsible for return shipping costs and the shipping cost of the replacement product.

10. Return Shipping Costs

Viore Error

If you receive an incorrect, defective, incomplete, or shipping-damaged product, Viore will cover reasonable return shipping costs or provide another solution at no cost to you.

Voluntary Returns

If you request a return because you changed your mind, selected the wrong shade, have a personal preference issue, or the product did not meet your expectations, return shipping costs will be the customer’s responsibility unless we state otherwise.

We do not accept cash-on-delivery return shipments.

11. Order Cancellations or Changes

Orders begin processing shortly after they are placed. If you need to cancel or modify your order, contact us as soon as possible.

We cannot guarantee cancellations or changes once the order has been processed, prepared, or shipped.

If the order has already been shipped, you must wait until it is delivered and then follow the return procedure described in this policy.

12. Packages Returned to Sender

If an order is returned because of an incorrect or incomplete address, failure to receive the package, refusal of delivery, or failure to collect the package, we may require payment of a new shipping fee before resending it.

If a refund is approved, applicable shipping, return, and handling costs may be deducted from the refund.

13. Fraud and Policy Abuse Prevention

Viore reserves the right to limit or reject requests that show signs of fraud, policy abuse, excessive returns, false information, manipulated evidence, or failure to comply with this policy.

This allows us to maintain a fair and accessible policy for all customers.

14. Contact

For questions regarding returns, replacements, orders, or refunds, contact us at:

Email: viore.storecosmetics@gmail.com

At Viore, your satisfaction and trust are important to us. Our team will carefully review each request to provide a fair and appropriate solution.