Refund policy

Effective Date: [INSERT DATE]

This Return & Refund Policy applies to purchases made through the VILUMERA website and online store. VILUMERA is a brand of Tu Luc International, Inc., located at 14318 Brookhurst St, Garden Grove, CA 92843, USA.

Because VILUMERA offers ready-to-drink wellness beverages and other consumable products, all returns, refunds, replacements, and exchanges are subject to the terms below. By placing an order through our website, you agree to this Return & Refund Policy.

For questions regarding returns, refunds, replacements, or order issues, please contact us at:

Email: info@vilumera.com
Phone: 1-888-204-7749

1. General Policy

Due to the consumable nature of our products and for health, safety, quality-control, and resale-protection reasons, opened, unsealed, used, or partially consumed products are not eligible for return or refund, except where required by applicable law.

We accept return requests only for eligible products that are unopened, unused, and in original sealed condition, and only if the request is made within the time period stated in this Policy.

A clearly disclosed limited or no-refund policy is generally permitted under California law, so long as it is properly communicated to consumers.

2. Return Eligibility for Unopened Products

We accept return requests for eligible items within 14 calendar days after the date of delivery.

To qualify for an approved return, the product must:

  • be unused, unopened, and factory sealed

  • be in its original packaging

  • be in the same condition in which it was delivered

  • not be damaged, tampered with, or altered after delivery

  • be accompanied by the relevant order number or proof of purchase

We reserve the right to deny any return request that does not meet these conditions.

3. Non-Returnable and Non-Refundable Items

The following items are not eligible for return, exchange, or refund, except as required by law:

  • any product that has been opened, unsealed, used, or consumed

  • any beverage or consumable product with a broken or compromised seal not caused during transit

  • products that are not in original condition

  • items damaged due to improper storage, misuse, neglect, or customer handling

  • sale items, clearance items, promotional items, and items marked Final Sale

  • gift cards

  • custom, personalized, or special-order items

Because these are ingestible consumer goods, we do not restock or resell returned opened products.

4. Damaged, Defective, Lost Contents, or Incorrect Items

You must inspect your order promptly upon delivery.

If you receive an item that is damaged, defective, leaking, broken, incomplete, or incorrect, you must notify us within 7 calendar days of delivery by emailing info@vilumera.com.

Your claim must include:

  • your full name

  • order number

  • a brief description of the issue

  • clear photographs of:

    • the product

    • the packaging

    • the shipping box

    • the shipping label

    • any visible damage or leakage

If we determine, in our sole discretion, that the item was damaged in transit, defective, or shipped in error, we may provide one of the following remedies:

  • replacement of the affected item

  • refund to the original payment method

  • store credit

We may deny claims that are incomplete, submitted outside the reporting period, unsupported by reasonable documentation, or inconsistent with carrier delivery records.

5. How to Request a Return

To request a return, you must contact us first at info@vilumera.com within the applicable time period.

Please include:

  • full name

  • order number

  • item(s) requested for return

  • reason for the request

  • supporting photographs, if applicable

No return may be sent back without prior written authorization from VILUMERA. Unauthorized returns will not be accepted and may be refused or discarded without credit.

If your return request is approved, we will provide return instructions and the authorized return address.

Authorized returns should be sent to:

VILUMERA / Tu Luc International, Inc.
14318 Brookhurst St
Garden Grove, CA 92843
USA

6. Return Shipping; Original Shipping Charges

Unless the return is due to our shipping error, a verified defect, or verified transit damage, the customer is responsible for all return shipping costs.

Original shipping and handling charges are non-refundable, except where:

  • the wrong item was shipped by us;

  • the item was verified as defective before customer use; or

  • applicable law requires otherwise.

FTC consumer guidance specifically emphasizes that sellers should clearly disclose return deadlines and who pays return shipping.

If a package is refused, returned to sender, or undeliverable due to an incorrect or incomplete shipping address provided by the customer, we may deduct shipping, handling, redelivery, and related processing charges from any approved refund.

7. Refund Processing

If an approved return is received and accepted after inspection, we will notify you whether the refund has been approved or denied.

If approved, refunds will be issued to the original payment method within approximately 10 business days after inspection and approval. Processing times may vary depending on your bank, credit card issuer, or payment provider.

We reserve the right to issue a partial refund or deny a refund if the returned item is not received in the approved condition.

If more than 15 business days have passed since we notified you that your refund was approved, please contact us at info@vilumera.com.

8. Exchanges

We do not offer direct exchanges for consumable products.

If you have an eligible unopened item that qualifies for return and wish to purchase a different item, you must first complete the approved return process, if applicable, and then place a new order separately.

If your product arrived damaged, defective, or incorrect, please contact us before placing a replacement order.

9. Order Cancellations

Orders are processed quickly. We cannot guarantee cancellation once an order has been submitted.

If you need to request cancellation, contact us as soon as possible at info@vilumera.com or 1-888-204-7749. If the order has already been processed, packed, or shipped, it may no longer be cancellable and will instead be governed by this Return & Refund Policy.

If we are unable to ship the merchandise ordered, federal FTC guidance states that the seller must refund the amount tendered for the unshipped merchandise, including associated shipping/handling for those unshipped items as applicable.

10. Promotional Items, Sale Items, and Gift Cards

Unless expressly stated otherwise in writing, the following are final sale and not eligible for return or refund:

  • discounted items

  • sale items

  • clearance items

  • promotional bundles where stated as final sale

  • gift cards

FTC consumer guidance notes that sellers often apply different refund rules to sale or clearance merchandise, and those policies should be checked and disclosed clearly.

11. Chargebacks and Payment Disputes

If you believe there is an issue with your order, we ask that you contact us first so we may review and attempt to resolve the matter.

Initiating a chargeback or payment dispute does not automatically entitle you to retain the product and receive a refund. We reserve the right to submit order records, shipment confirmation, delivery confirmation, correspondence, and policy disclosures in response to any payment dispute.

12. European Union Customers

If we ship merchandise to a customer located in the European Union, that customer may have statutory rights under applicable consumer law, including a 14-day withdrawal period for many distance purchases. However, exceptions may apply, including for certain sealed goods not suitable for return for health protection or hygiene reasons once unsealed.

If you are an EU customer and wish to exercise any applicable withdrawal rights, please contact info@vilumera.com promptly. Any such rights will apply only to the extent required by applicable law.

13. Limitation of This Policy

This Policy applies only to purchases made directly through the official VILUMERA website. It does not apply to purchases made through third-party retailers, marketplaces, distributors, resellers, or other channels, which may be subject to their own return and refund policies.

We reserve the right to update or modify this Return & Refund Policy at any time by posting the revised version on our website. The version posted on the website at the time of your purchase will govern that purchase, unless otherwise required by law.

14. Contact Information

VILUMERA
A brand of Tu Luc International, Inc.
14318 Brookhurst St
Garden Grove, CA 92843
USA
Email: info@vilumera.com
Phone: 1-888-204-7749