Refund policy

Case Fit Guarantee

We want your VialLock case to fit your routine. If your order is not the right size, capacity, or setup, contact us within 30 days of delivery and we will help with a return or exchange.

30-day return window

You have 30 days from the delivery date to request a return or exchange. To be eligible, items should be unused, clean, and in the condition you received them.

Case fit exchanges

If you ordered the wrong size or capacity, we will help you choose a better-fitting VialLock case. Exchanges depend on product availability.

Damaged or incorrect orders

Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, contact us as soon as possible with your order number and photos so we can make it right.

Items that cannot be returned

For safety and cleanliness, used items, heavily handled items, custom items, final sale items, and gift cards are not eligible for return unless they arrive damaged or incorrect.

How to start a return

Contact us through the Contact page or email support with your order number and the reason for the return. If your return is approved, we will send next steps for sending the item back.

Refunds

Once your return is received and inspected, we will let you know whether the refund is approved. Approved refunds are issued to the original payment method. Your bank or card provider may need additional time to post the refund.

Return shipping

Return shipping costs may be the customer's responsibility unless the item arrived damaged, defective, or incorrect. Original shipping charges are not always refundable.