Chargeback Policy

Last Updated: September 22, 2026

At Vaylnze, we are committed to providing a secure and reliable shopping experience. We understand that customers may occasionally have concerns about a payment, order, delivery, or product.

This Chargeback Policy explains how we handle payment disputes and chargebacks.

1. What Is a Chargeback?

A chargeback occurs when a customer contacts their bank, card issuer, or payment provider to dispute a transaction and requests that the payment be reversed.

Chargebacks may be initiated for reasons such as:

• An order was not received
• A customer does not recognize a transaction
• A product was damaged or materially different from the description
• A refund was expected but not received
• A customer believes a transaction was unauthorized
• Other payment-related disputes

2. Contact Us Before Initiating a Chargeback

If you have a problem with your order or payment, we encourage you to contact Vaylnze Customer Support before initiating a chargeback whenever possible.

Our support team can investigate issues involving:

• Order status
• Delivery
• Damaged or defective products
• Returns
• Refunds
• Duplicate payments
• Incorrect charges
• Other order-related concerns

We will make reasonable efforts to resolve legitimate concerns directly and provide an appropriate solution where applicable.

3. How Vaylnze Handles Chargebacks

If a chargeback is submitted against a Vaylnze transaction, we may review the transaction and provide relevant information to the payment processor, bank, or card issuer as part of the dispute process.

Depending on the circumstances, information provided may include:

• Order details
• Customer name and contact information
• Billing and shipping information
• Transaction details
• Payment confirmation
• Order confirmation
• Shipping and delivery information
• Tracking information
• Communications between the customer and Vaylnze
• Return or refund information
• Other documentation relevant to the disputed transaction

We will only provide information reasonably necessary to respond to the dispute and comply with applicable requirements.

4. Unauthorized Transactions

If you believe that a payment was made without your authorization, please contact your bank or payment provider immediately and notify Vaylnze as soon as possible.

We take reports of unauthorized transactions seriously and may investigate the transaction with our payment processor.

5. Refunds and Chargebacks

If Vaylnze has already issued a refund for a transaction, customers should generally allow the refund to be processed through the original payment method rather than initiating a separate chargeback for the same amount.

If a chargeback and refund are both processed for the same transaction, this may result in a duplicate recovery of funds.

If you have already received a refund and subsequently receive a chargeback, Vaylnze may provide the relevant refund information to the payment processor or financial institution handling the dispute.

6. Valid Disputes

Nothing in this policy prevents a customer from exercising any rights available under applicable consumer protection, payment, or other laws.

If a customer has a legitimate issue with an order, payment, product, or delivery, Vaylnze will review the circumstances and work to resolve the matter fairly and in accordance with applicable requirements.

7. Fraudulent or Abusive Chargebacks

Vaylnze reserves the right to investigate chargebacks that appear to involve fraudulent activity, unauthorized use of payment information, false claims, or other abusive behavior.

Where appropriate and permitted by law, we may provide relevant transaction and order documentation to the payment provider, financial institution, or other authorized party investigating the dispute.

This does not affect a customer’s statutory rights or legitimate ability to dispute an unauthorized transaction.

8. Returns and Refunds

If your concern relates to a product, return, or refund, please refer to our Return and Refund Policy for the applicable requirements and process.

Customers should follow the applicable return process where a return is required before a refund can be issued.

9. Delivery Disputes

If you believe your order has not arrived, please contact Vaylnze so that we can check the order and available tracking information.

Where applicable, we may contact the delivery provider or investigate the shipment before determining the appropriate resolution.

10. Duplicate Payments

If you believe you have been charged more than once for the same order, please contact us before initiating a chargeback.

We will review the transaction records and, where a duplicate charge is confirmed, arrange an appropriate resolution.

11. Communication During a Dispute

If you contact us regarding a payment dispute, please provide:

• Order number
• Full name used for the order
• Email address used during checkout
• Transaction date
• Description of the issue
• Any relevant supporting information

Providing accurate information can help us investigate the matter more efficiently.

12. Changes to This Policy

Vaylnze may update this Chargeback Policy from time to time to reflect changes to our payment processes, business practices, or applicable legal requirements.

13. Contact Us

If you have a question about a payment, order, refund, or potential chargeback, please contact Vaylnze through our website’s Contact Us page or the customer support details provided on our website.

Vaylnze

We encourage customers to contact us as soon as possible when they experience an issue so that we have an opportunity to investigate and resolve the matter.