Sales, Return & Exchange Policy

Welcome to the official Viora website.

At Viora, customer satisfaction is one of our highest priorities. We are committed to providing premium-quality products and a transparent shopping experience. This Sales, Return & Exchange Policy explains the terms governing purchases made through the Viora Website.

1. Sales Policy

All products offered on the Viora Website are genuine, new, and carefully inspected before dispatch.
All orders are subject to product availability and acceptance by Viora.
Viora reserves the right to refuse or cancel any order due to pricing errors, product availability issues, suspected fraud, or misuse of the Website.
All prices displayed on the Website are in Egyptian Pounds (EGP) and include applicable taxes unless otherwise stated.
Prices, promotions, and product availability may change without prior notice. Such changes will not affect orders that have already been confirmed.

2. Inspection Upon Delivery

Customers are encouraged to inspect their package immediately upon delivery.

If any visible damage, missing items, or incorrect products are identified, customers should contact Viora Customer Service within 48 hours of receiving the order.

To facilitate the review process, customers may be requested to provide:

Order number.
Clear photographs of the product.
Photographs of the external packaging.
A description of the issue.

3. Exchange Policy

Products may be eligible for exchange under the following circumstances:

The product arrived damaged during shipping.
The product has a manufacturing defect.
The customer received an incorrect product.

To qualify for an exchange:

The request must be submitted within 14 days from the delivery date.
The product must remain unused and unopened.
The original packaging and all accessories must be included.
Proof of purchase must be provided.

Where the exchange request is approved due to an error by Viora or a confirmed manufacturing defect, Viora will bear the associated shipping costs.

4. Return Policy

Customers may request a return within 14 days of receiving the product, provided that:

The product has not been used.
The original packaging remains sealed and in its original condition.
All supplied accessories are included.
Valid proof of purchase is provided.

All returned products are subject to inspection before approval.

Viora reserves the right to refuse any return that does not satisfy the conditions outlined in this Policy.

5. Non-Returnable Products

To ensure product quality, hygiene, and customer safety, the following products are not eligible for return or exchange:

Products that have been opened.
Products that have been used.
Products damaged due to misuse or improper storage.
Products damaged after delivery.
Clearance, final sale, or promotional items unless a manufacturing defect is confirmed.

6. Products Damaged During Shipping

If a product arrives damaged as a result of transportation, customers should contact Viora within 48 hours of delivery.

Customers may be requested to:

Retain the damaged product.
Keep the original packaging.
Submit photographs of the product and packaging.

Following review and approval, Viora may, at its discretion, replace the product or issue a refund in accordance with this Policy.

7. Refunds

Once an approved returned product has been received and inspected, the refund will be processed using the original payment method whenever possible.

Refund processing may require 3–14 business days, depending on the payment provider or financial institution.

Shipping charges are generally non-refundable unless the return results from a confirmed manufacturing defect or an error by Viora.

8. Order Cancellation

Customers may cancel an order at no cost provided that the order has not yet been dispatched.

Once the order has been shipped, the provisions of this Return & Exchange Policy shall apply.

9. Limitation of Liability

Viora shall not be responsible for any loss or damage resulting from:

Improper use of the Products.
Failure to follow product instructions.
Improper storage or handling after delivery.
Personal fragrance preferences or scent dissatisfaction where no product defect exists.

To the fullest extent permitted by applicable law, Viora's liability shall be limited to the purchase price of the affected Product.