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Refund and Returns Policy

‌Effective Date: October 13, 2026‌

Welcome to the official e-commerce store of VIANNEY TEXTIL HOGAR SA DE CV, accessible at www.vianneytextilhogar.com. As a lifestyle goods store focused on sourcing practical, well-crafted small daily items to make your home tidier and daily tasks far more convenient, we have designed this transparent Refund and Returns Policy to ensure all customers have a clear, fair understanding of our order adjustment rules. This policy applies to all purchases made through our website, including our full collection of bathroom organizers, laundry bags, sealing clips, wall hooks and other lifestyle essentials. For any inquiries related to returns, product exchanges or policy clarifications, you can reach our customer support team at any time through the following contact channels:

  • Company Name: VIANNEY TEXTIL HOGAR SA DE CV
  • Registered Address: Calle Salvador Quezada Limón 1512, Col. Curtidores, Aguascalientes, Aguascalientes, C.P. 20040, México
  • Contact Phone: +52 449 918 3772‌
  • Contact Email: [email protected]

1. Core Policy Principle: No Sole Refund Requests Allowed

We explicitly emphasize that ‌pure “refund only” requests with no product return submitted are strictly not permitted under any circumstances‌. This rule applies to all order scenarios, including but not limited to orders where customers claim product dissatisfaction, perceived item defects, incorrect size selection, or products that did not meet personal usage expectations. All customers seeking any form of monetary adjustment for their purchases must first complete the full valid product return process, we will never process any full or partial refund for an order that the customer still retains the purchased product from our catalog. This rule is established to ensure fairness for all our customers, protect our product inventory operational integrity, and maintain reasonable pricing for our entire range of practical daily essentials. No exceptions will be made to this no sole refund policy, even if customers can provide photos or videos of the product to support their claims, we will still require the physical return of the item before any corresponding adjustment is processed.

2. Eligibility Requirements for Valid Returns

To qualify for our return process, your return request must meet all the following requirements within the specified timeline:

  1. You must submit your return application to our customer support team within 30 calendar days from the date you received your ordered product. All requests submitted after the 30-day window will be automatically rejected, no matter the stated reason for the request.
  2. The product you intend to return must be in its original, unmodified condition, with all original factory packaging, tags, accessories, user manuals and free bundled gifts intact. Products that are damaged from intentional misuse, improper installation, accidental drops, exposure to harsh chemical cleaners, or normal wear and tear from long-term daily use do not qualify for return eligibility.
  3. You are required to provide the original order confirmation number associated with your purchase, plus clear photos of the product and its packaging to help our support team verify your return application efficiently.
  4. Custom engraved, personalized or specially made products that are not part of our regular public product catalog can not be returned, except in situations where the product arrives with confirmed manufacturing defects.

Products that are confirmed to be not eligible for return include clearance final sale items, disposable food contact sealing clips that have been opened from their original sterile packaging, and customized size cut shelf liners tailored to customer specified dimensions.

3. Return Process and Subsequent Resolution Steps

  1. First, send your return application with your order number and supporting product photos to our dedicated return email inbox. Our customer support team will review your application within 3 business days, and send you a confirmed approval notification alongside a designated official return shipping address. Return packages sent to any address other than the one we provide will not be processed, and we take no responsibility for lost items sent to incorrect locations.
  2. You will be responsible for covering the full cost of return shipping fees, unless the product you received is confirmed by our quality team to have manufacturing defects, or we shipped the completely wrong product that does not match your original order. For eligible defect or wrong order cases, we will provide you with a pre-paid shipping label to cover all return related costs.
  3. Once our warehouse team receives your returned package, we will conduct a full 3-point quality inspection within 5 business days to verify the returned product meets all our return eligibility requirements. After the inspection is approved, we will not issue a sole refund back to your original payment account by default. You will be presented with two optional resolution solutions to choose from:
    • ‌Exchange for a new identical product‌: We will ship you a brand new, fully inspected unit of the exact same product you ordered from our inventory, with no extra shipping cost charged to you. This is the default resolution for valid returns caused by minor non-critical manufacturing imperfections.
    • ‌Store credit equal to the full value of your returned product‌: The store credit will be immediately added to your registered user account on www.vianneytextilhogar.com, which you can use to purchase any items across our full product catalog, and never expires under normal account status.
  4. The only scenario where a partial refund will ever be issued is if the product you received is confirmed to have unrepairable critical defects, and you do not wish to receive a replacement or store credit. Even in this unique situation, you must have fully returned the defective physical product to our warehouse before the partial refund processing can be initiated, and no sole refund request will ever be approved under this scenario without product return.

4. Exclusions and Dispute Resolution

We do not accept return requests sent back without prior notified application, and we will reject all sole refund claims opened through third-party payment platforms before you have contacted our support team and completed our formal return process. If you have any disagreement over our return inspection results, you may provide additional supporting evidence to our team, and we will conduct a second independent re-inspection within 7 business days to resolve the dispute fairly. This policy is designed to protect the shopping rights of our vast majority of customers, while ensuring we can keep offering affordable, high quality practical daily items that help you turn your small living spaces tidier and warmer.