Refund policy
At Visatomu, we want every customer to be completely satisfied with their purchase. If you are not fully happy with your order, we gladly accept returns and issue refunds under the conditions below.
1. Contact Information
If you have questions about returns or refunds, please contact our customer service team:
Email: info@visatomu.com
Phone: +19713390693
Address: 2850 SW Cedar Hills Blvd, Beaverton, OR 97005
Customer Service Hours:
Monday–Friday: 9:00 AM–5:00 PM (PST)
Saturday–Sunday: 11:00 AM–3:00 PM (PST)
Our team responds within 24 business hours.
2. Order Fulfillment & Return Location
Visatomu is a U.S.-based business located in Oregon. However, our products are fulfilled and shipped through international logistics partners and warehouses.
Because orders are fulfilled internationally, the shipping origin may differ from the business address listed on our website. Our Oregon address is our business contact address and is not the location from which orders are shipped.
Approved returns may be directed to an international return facility. The correct return address will be provided once a Return Authorization (RA) has been approved.
Please do not send returns to our business address unless our support team specifically instructs you to do so.
By placing an order with Visatomu, customers acknowledge that orders and approved returns may be handled through international fulfillment and return facilities.
3. 30-Day Return Period
Customers may request a return within 30 days of delivery.
To qualify for a return:
• The item must be unused and undamaged
• The item must be returned in original packaging
• Proof of purchase (order number or receipt) is required
Returns requested after 30 days may not be eligible for a refund.
4. How to Start a Return
To request a return:
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Email info@visatomu.com with your order number and reason for return.
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Our team will review the request.
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If approved, you will receive a Return Authorization and return instructions.
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The item must be shipped within 7 days of return approval.
Returns sent without authorization may not be accepted.
5. Return Shipping Costs
Defective, Damaged, or Incorrect Items
If the product you received is defective, damaged, or incorrect:
• Please email us with details of the issue
• Photos are required for verification; videos may be requested depending on the situation
• Once reviewed, we will provide a suitable resolution, which may include a replacement or a refund
Change of Mind / Customer Remorse
If you ordered the wrong item or no longer want the product:
• Return shipping costs are the customer’s responsibility
• The shipment must be trackable
6. Refund Processing
Once the returned item has been received and inspected:
• Customers will receive an email confirmation
• Refunds are issued within 7 business days
Refunds are processed to the original payment method used for purchase.
Processing times may vary depending on the payment provider or issuing bank.
7. Exchanges
If you would like to exchange a product:
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Contact our customer support team.
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Once the return is approved, you may place a new order for the replacement item.
Exchange requests follow the same eligibility requirements as returns.
8. Damaged or Defective Products
If your order arrives damaged or defective:
• Contact us within 48 hours of delivery
• Provide photos of the damage or defect
After verification, we will offer:
• A replacement product, or
• A full refund
9. Order Cancellations
Orders may be canceled before shipment for a full refund.
If the order has already shipped, the return process must be followed after delivery.
10. Non-Returnable Items
The following items cannot be returned:
• Custom or personalized products
• Hygiene items (unless unopened and unused)
11. Consumer Rights (UK & Australia)
Nothing in this policy limits your rights under applicable consumer protection laws.
Customers located in the United Kingdom are protected under the Consumer Rights Act 2015.
Customers located in Australia are protected under the Australian Consumer Law (ACL).
These laws provide additional rights regarding defective or misrepresented goods.
12. Customer Support
If you have any questions about returns or refunds, please contact our support team.
Contact Information:
Store Name: Visatomu
Address: 2850 SW Cedar Hills Blvd, Beaverton, OR 97005
Email: info@visatomu.com
Phone: +19713390693
Customer Service Hours:
Monday–Friday: 9:00 AM–5:00 PM (PST)
Saturday–Sunday: 11:00 AM–3:00 PM (PST)
Customer service responds within 24 hours on working days.
