Last updated: October 5, 2026. This policy applies to purchases made directly from Viso Viso for delivery in the United States.
30-day returns and refunds. No return fees.
If you change your mind, or your item arrives damaged, faulty or different from what you ordered, contact us within 30 calendar days after delivery. We accept requests for new, opened and slightly used products, including sale items. You may open and try the product.
You can request a refund without sending the item back. If you prefer to return it, we also offer free returns by mail with a prepaid return label. There is no return-postage, restocking or refund-processing fee.
How to request a refund or free mail return
- Email hey@visoviso.com or use our contact form. Include your order number, the purchase email and which item or set you want refunded. You can also call +1 (505) 578-7694 for help.
- Tell us whether you changed your mind or there is a problem, and whether you would like to keep the item or use a free mail return. For damage, faults or an incorrect item, include a photo if safe and practical. If you cannot provide one, contact us for an alternative.
- We reply within two business days. For an optional mail return, we email a prepaid label that you can download and print, with packing instructions. Use that label and the stated carrier; keep the tracking receipt. Please send an optional return within 14 calendar days after receiving the label. Returning it is not a condition of the refund, and we do not delay your refund while waiting for the parcel.
Return destination and postage
Authorized mail returns are addressed to Viso Viso / Onlime.is LLC, 10001 Southern Blvd SE, Albuquerque, NM 87123, United States. Contact us first and use the prepaid label we supply. Do not pay postage yourself, send goods to our supplier, or visit the address for an in-person return. Viso Viso covers the return shipping cost for both change-of-mind and faulty or incorrect items.
Do not ship a damaged, swollen, leaking or overheating battery. Stop using or charging the item and contact us. We will resolve the refund without requiring unsafe goods to be mailed.
What we refund and when
For an eligible full-order refund, we refund the amount paid, including the original shipping charge and applicable tax. For part of an order, we refund the amount paid for the affected item or set and its applicable tax; any delivery-charge adjustment will be explained in the confirmation. Discounts are reflected in the amount refunded.
We process eligible refunds to the original payment method within 5 business days after receiving your request and the information needed to identify the purchase. Your bank or card issuer may take an additional 5–10 business days to show the credit. Allow approximately 21 calendar days in total; public holidays can affect bank processing. Contact us if the refund is not visible after that period. We do not require you to accept store credit.
Damaged, faulty, wrong or missing goods
Contact us as soon as you notice a problem. A parcel that never arrives is not subject to a deadline measured from delivery that did not happen: contact us so we can investigate and refund an order that cannot be delivered. We do not require you to pursue our supplier for a remedy.
Cancellations and exchanges
Contact us promptly to cancel or change an order. If it has not been dispatched, we will cancel it and refund the full amount paid. After dispatch, the 30-day policy applies. We do not offer direct exchanges; request a refund and place a new order if you want a different item.
Scope of this policy
This policy covers change-of-mind requests and product problems. It does not provide a second refund for an already-refunded purchase or cover deliberate damage or misuse. These terms do not limit rights or remedies that cannot be excluded under applicable law. Future policy changes apply to future purchases, not orders already placed under this policy.
Contact Viso Viso
Viso Viso is operated by Onlime.is LLC, 10001 Southern Blvd SE, Albuquerque, NM 87123, United States.
Email hey@visoviso.com or call +1 (505) 578-7694. Support hours: Monday–Friday, 9am–5pm Mountain Time (America/Denver), excluding public holidays. We reply within two business days.