Refund policy

Return period

We apply a 14 day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition in which you received it, unopened and unused, with its tags and in its original packaging. You will also need to provide a receipt or proof of purchase.

Return procedure

To make a return, you can contact us at the following address: vytaloya.serviceclient@gmail.com

Returns must be sent to the following address:
Rue Lamartine 30, 1203 Geneva.

If your return request is accepted, we will provide you with the instructions needed to ship the parcel. Return shipping costs remain the customer's responsibility.

For any questions about returns, you can contact us at: vytaloya.serviceclient@gmail.com

Damages and issues

Please inspect your order as soon as you receive it and contact us immediately if the item is defective, damaged or incorrect, so that we can assess the situation and provide an appropriate solution.

Exceptions – non-returnable items

For reasons of hygiene and food safety, opened or unsealed food products, or those whose packaging has been tampered with, cannot be returned, in accordance with the regulations in force.

Sale items and gift cards are not eligible for return.

If you have any doubt about a specific item, please do not hesitate to contact us before purchasing.

Exchanges

The fastest way to get a different product is to return the original item.
Once the return has been accepted, you can place a new order separately.

Right of withdrawal – European Union (14 days)

If the goods are shipped within the European Union, you have a 14-day right of withdrawal, without having to give a reason.

⚠️ Important exception: this right does not apply to sealed food products that have been opened after delivery.

To be eligible for a return under this right, the item must be unopened and unused, in its original packaging, with proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund is approved or refused.

If approved, the refund will be made automatically to your original payment method within 10 business days.
Bank processing times may vary depending on the institution.

If more than 15 business days have passed since your return was approved, please contact us at: vytaloya.serviceclient@gmail.com