Refund policy

Last updated: 14 September 2025
Store: Vista by Lara
Contact: solution@vistabylara.com

1) Overview

All items sold on our website are

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at solution@vistabylara.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at solution@vistabylara.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at solution@vistabylara.com.

digital products delivered electronically. Because digital files cannot be “returned,” we do not offer refunds or traditional returns. Instead, we provide a 30-day Adjustment Window to make things right if there’s an issue with your purchase.

2) 30-Day Adjustment Window (What’s Covered)

Within 30 days of purchase, email solution@vistabylara.com if you experience any of the following:

  • You received the wrong file or missing assets compared to the listing.

  • Corrupt or unusable files, or download links that fail on our side.

  • Access or licensing/activation issues we control.

  • Material misdescription: the delivered product is significantly different from what the product page promised.

Adjustment options may include: a fresh download link, corrected files, alternate formats, step-by-step assistance, or another practical fix. If we’re unable to remedy the issue, we may offer store credit at our discretion.

3) What Isn’t Covered

Adjustments don’t apply to:

  • Change of mind / purchased by mistake.

  • “I don’t need it anymore” or found it cheaper elsewhere.

  • Device/software incompatibility not meeting the requirements listed on the product page.

  • Insufficient skills to use the files (we’ll share tips/resources, but that isn’t grounds for refund).

  • Sale items, bundles, and gift cards (non-refundable).

This policy does not limit your statutory rights where applicable.

4) How to Request an Adjustment

Email solution@vistabylara.com with:

  1. Order number and product name/URL

  2. Short description of the issue

  3. Relevant screenshots/video or error messages

  4. Your device/OS/app used (if relevant)

We typically reply within 2 business days and guide you through the fix.

5) EU/UK 14-Day Cooling-Off (Digital Content)

If you are in the EU or UK, you normally have 14 days to withdraw from distance purchases.
However, for digital content not supplied on a tangible medium, you lose that right once you choose immediate download/access and explicitly consent to it at checkout.

  • If you have NOT downloaded or accessed the files yet, you may exercise the 14-day withdrawal right by contacting us before accessing the download.

  • If you HAVE downloaded or accessed, you acknowledge you’ve waived the right of withdrawal, and our Adjustments Policy above applies.

6) Chargebacks & Unauthorized Use

If you believe there’s been an unauthorized charge, contact us first at solution@vistabylara.com so we can investigate and resolve quickly.

7) Changes to This Policy

We may update this page from time to time. The latest version will always be posted here with the “Last updated” date.

One-Line Summary (for your footer)

Digital goods: no refunds/returns. 30-day adjustments for file/access issues. EU/UK: withdrawal right is waived once download starts. Contact solution@vistabylara.com.