Refund policy

Last updated: April 2026

Our promise

We want you to be completely happy with your purchase. If you are not, we have two routes for you:

14-day cooling-off period (your statutory right)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of delivery, for any reason. The product must be unopened and in its original packaging. To exercise this right, email info@getvyla.com with your order number. You must return the product to us within 14 days of cancelling, at your own cost. We will refund the full purchase price (including the cost of standard delivery) within 14 days of receiving the returned product or proof that you have sent it back, whichever is earlier.

30-day satisfaction guarantee (our additional promise)

On top of your statutory rights, we offer a 30-day money-back guarantee on your first order. If you have tried FillerShield and are not satisfied for any reason within 30 days of delivery, email info@getvyla.com and we will refund what you paid for one tub in full. You do not need to return it. If your first order included more than one tub, you can also return any unopened tubs within the same 30 days for a refund of what you paid for them. Return postage for unopened tubs is at your own cost. This applies to first orders only, limited to one per customer.

Exclusions

The 30-day satisfaction guarantee does not apply to:

•        Subscription orders after the first month (your first subscription delivery is covered; subsequent months are covered by the standard 14-day cooling-off period for unopened items only)

•        Items purchased through third-party resellers or marketplaces other than our official TikTok Shop

•        Orders where a refund has previously been issued to the same customer under this guarantee

•        Gift card purchases

Your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are not affected by these exclusions.

Damaged or faulty products

If your order arrives damaged or faulty, email info@getvyla.com with a photo and your order number. We will replace the item or issue a full refund at no cost to you.

How refunds are processed

Refunds are issued to the original payment method within 14 days of your request being approved. Please allow additional time for your bank or payment provider to process the refund.

Exchanges

We do not currently offer exchanges. If you would like a different product, please return the original item and place a new order.

Contact us

For any returns or refund queries, email info@getvyla.com with your order number. We aim to respond within 48 hours.