Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to start a return

To start a return, contact us at accts@vis-inno.com. If your return is accepted, we'll send you instructions on how and where to send your package. For change-of-mind returns, you are responsible for return shipping costs. Returns must be sent to:

VIS Collections, 1505 Luna Rd, Carrollton, TX 75006, United States

Items sent back to us without first requesting a return will not be accepted. You can always reach us with any return question at accts@vis-inno.com.

Damaged, defective, or wrong items

Please inspect your order as soon as it arrives. If the item is defective, damaged, or you received the wrong product, contact us within 7 days of delivery with photos of the issue. In these cases, we cover the return shipping and will send a replacement or issue a full refund — the problem is on us to make right.

Lost or missing packages

• Lost in transit (tracking never shows "delivered"): Contact us and we'll open an investigation with the carrier and reship your order or issue a full refund.
• Marked "delivered" but not received (e.g., misdelivery or theft): Please report it to us within 48 hours of the delivery scan. We'll help resolve it — this usually includes confirming your shipping address, checking around your property and with household members or neighbors, reviewing any carrier delivery photo, and filing a claim with the carrier. These cases are reviewed individually, and we'll work with you to make it right.

Exceptions / non-returnable items

For hygiene and safety reasons, we cannot accept returns on items that have been opened or used, or whose safety seal has been broken. Unopened items in their original packaging are fully eligible for return within 30 days. We also cannot accept returns for hazardous materials, flammable liquids, or gases, or on sale items and gift cards. Please get in touch if you have questions about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your return was approved, please contact us at accts@vis-inno.com.