Shipping & returns
The full terms that apply to every VIALYX™ order, written plainly so there are no surprises after you pay.
Questions about shipping, delivery, a return or an order issue? Email info@vialyx.org.
Shipping
How your order is delivered
Cost
Free worldwide shipping on every unit. Any import duties or taxes charged by your own country remain the responsibility of the recipient.
Dispatch
Orders are dispatched within two business days of payment and tracked door to door. You receive the tracking reference by email as soon as the parcel leaves.
In the box
The unit, the interior tray, a USB-C cable and the travel case. Your plug type is the one you selected at checkout.
Address changes
If you need to correct a delivery address, contact us before dispatch and we will update it. After dispatch the change has to go through the carrier.
Returns
14 days to change your mind
You have 14 days from delivery to request a return. Send the unit back in its original condition, with the tray, cable, travel case and packaging, and we refund the full order value to the original payment method.
Start a return through the contact page with your order number. We reply with the return address and confirm the refund once the unit arrives back with us.
Refunds are issued in the currency you were charged in. Return shipping is arranged by you unless the unit arrived damaged or faulty, in which case we cover it.
Warranty
2 year warranty
Every unit ships with a 2 year warranty covering manufacturing defects. If something fails in normal use within that period, contact us with your order number and a description of the fault and we will arrange a repair or replacement.
The warranty does not cover accidental damage, liquid ingress, disassembly, or use outside the instructions supplied with the unit.
VIALYX™ is a consumer refrigeration product, not a medical device. Nothing in this policy is a claim about how any specific compound behaves.
Still have a question about an order?
Shipping, returns and warranty questions all reach the same place, and we would rather answer than have you guess.