Refund policy

Depotvilo is operated by Sichuan Changzhi Guantu E-Commerce Co., Ltd. We are committed to providing a fair and reliable shopping experience. Please review our return and refund policy below.

1. Return Eligibility

We accept return requests within 30 days of delivery. Items must be unused, in their original condition, and include their original packaging and accessories. Proof of purchase is required.

These conditions do not limit your statutory rights regarding defective or incorrect products.

2. How to Request a Return

To request a return, contact service@depotvilo.com with your order number, product details, and reason for return.

Our team will review your request and provide return instructions and the appropriate return address. Please do not return items without contacting us first.

3. Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us promptly with your order number and photographs where reasonably available.

Once verified, we will arrange a replacement or refund at no additional cost, in accordance with applicable law.

4. Return Shipping Costs

For returns due to a change of mind, customers are responsible for return shipping costs to our designated return address in Chengdu, Sichuan Province, China, unless otherwise required by applicable law.

If an item arrives damaged, defective, or incorrect, please contact us at service@depotvilo.com. For confirmed product defects or fulfillment errors, Depotvilo will cover reasonable return shipping costs or arrange an appropriate resolution.

5. Refund Processing

Once returned items are received at our designated return address, we will inspect them and notify you of the refund approval or rejection within 3–5 business days.

If additional information is required, we will contact you within this period.

Approved refunds will be issued to the original payment method within 5–10 business days after approval. Additional bank processing time may apply, subject to applicable legal requirements.

6. Non-Returnable Items

Personalized products, gift cards, and certain unsealed hygiene-related products may be excluded from change-of-mind returns where permitted by law.

Used or customer-damaged items may also be ineligible for standard returns. Statutory consumer rights remain unaffected.

7. Order Cancellations

To cancel an order, contact service@depotvilo.com as soon as possible.

Orders may be canceled before shipment if processing allows. Once shipped, customers may request a return after delivery, subject to this policy and applicable consumer rights.

8. Exchanges

Exchanges are subject to product availability and return eligibility.

For verified defective or incorrect items, Depotvilo will cover reasonable replacement shipping costs. For personal-preference exchanges, customers may be responsible for return shipping costs.

9. Return Address

Approved returns must be sent to our designated return address in China:

Sichuan Changzhi Guantu E-Commerce Co., Ltd.

No. 66, Kehua North Road, Wuhou District, Chengdu, Sichuan Province, 610041, China

Before returning an item, please contact service@depotvilo.com to obtain return authorization and instructions.

Do not send items without prior approval. Our customer support team will confirm the designated return address and provide detailed shipping instructions.