Return and Refund Policy

Return Policy (30 Days)

If you decide not to keep your Vitrela purchase, you may return your item within 30 calendar days of receiving your order.

To start the process, contact us by email at contact@shoppizi.com, specifying:

• Your order number
• The reason for the return
• Photos of the product in its current condition

Our team will provide you with the return address within 24–48 hours. This process does not affect your statutory right of withdrawal.

Return Conditions for a Refund

The return will be accepted if:

• The item is in new, resalable condition.
• The manufacturer's warranty seal (if applicable) is intact.
• The item has not been damaged by the customer.
• The item is returned in its original packaging with all accessories.
• The return is sent to the exact address provided by our customer service — a return to any other address will not be refunded.

Return Shipping Costs

For a return due to a change of mind:

• Return shipping costs are borne solely by the customer.
• We do not provide a prepaid return label.
• Our main processing center is located in China — international shipping is at your expense.
• We strongly recommend using a tracked service and considering shipping insurance for products over $50.
• We are not responsible for parcels lost or damaged in return transit.

For a product that is defective or damaged on arrival: see the dedicated section below.

Defective, Damaged, or Non-Conforming Products

If you receive a product that is defective, damaged, or does not match your order, contact us immediately at contact@shoppizi.com with:

• Your order number
• Clear photos of the defect observed (from several angles)
• A precise description of the problem and the circumstances in which you noticed it

Our technical team will review your case and get back to you within 48 business hours with a solution suited to your situation. Depending on the review of the case, the proposed solution may take the form of a replacement, a repair, store credit, or a refund.

We reserve the right to request additional information or the return of the product for inspection before proceeding with any solution. The solutions offered apply only to confirmed manufacturing defects — damage caused by misuse, use not in accordance with the instructions, or normal wear and tear is excluded.

Order Cancellation

You may request the cancellation of your order as long as it has not yet been shipped — generally within 12 hours of placing the order. Contact us at contact@shoppizi.com as soon as possible.

If the order has already shipped, you retain your statutory right of withdrawal and may follow the return procedure above.

If a cancellation is confirmed before shipping, the refund is processed within 5 to 10 business days using the original payment method.

Orders Lost in Transit

If your order has not arrived within the expected timeframe, contact our customer service at contact@shoppizi.com. We will open an investigation with the carrier.

If the parcel is confirmed lost, we will either reship it free of charge or issue a full refund, according to your preference.

Refund Process

Once your returned product is received at our processing center, we inspect it and process your refund within 2 to 5 business days.

The refund is issued to the original payment method. Please then allow an additional 5 to 10 business days for your bank to complete the transfer (the timeframe varies depending on your bank and country).

Items Not Eligible for a Refund

The following are excluded from the right of return:

• Items that have been used, modified, or damaged by the customer.
• Items without their original packaging or accessories.
• Items returned to an address other than the one provided.
• Items beyond the 30-day period.

Warranty

All Vitrela products come with a 30-day warranty from the date of receipt, covering manufacturing defects.

If you purchased the 1-year warranty extension with your order, this warranty is extended to 12 months from the date of receipt.

In the event of a manufacturing defect, contact us at contact@shoppizi.com with:

• Your order number
• Detailed photos of the defect observed
• A precise description of the problem

Our team will review your request on a case-by-case basis. Depending on the review of your case and the nature of the defect, we may offer a repair, a replacement, store credit, or a refund. We reserve the right to request the return of the product for inspection before making any decision.

Damage resulting from misuse, use not in accordance with the instructions, normal wear and tear, or modifications made to the product is not covered by the warranty.