Most billing questions come down to two things: did we charge you the right amount, and can you actually reach someone if something's off. This page covers both.

Getting your details right  
Whatever name, address, and payment information you enter at checkout is what we use to bill you and get your order shipped, so it's worth double-checking before you submit — a typo in a shipping address is the most common reason an order gets delayed, and it's almost always something we catch too late to fix quickly.

What you're actually being charged  
The total shown before you confirm your order is the real total — item price, any applicable tax, and shipping, all added up with nothing hidden or added afterward. If you're paying by bank transfer, that same total is what we're expecting to see land in our account, referenced against your order number.

Taxes and duties  
Where required by law, sales tax or VAT is added at checkout based on your location. For international orders, customs duties may be charged separately when your package actually arrives — those are set by your country's government, not by us, and they're genuinely difficult for us to predict exactly ahead of time since every country's threshold and rate is different.

If a charge looks wrong  
Let us know within 7 days of the charge at info@viloralab.store, and we'll dig into it properly rather than giving you a generic response. For bank transfers specifically, hang onto your transaction reference or receipt — it makes tracing a discrepancy much faster on our end.

No subscriptions, ever  
We don't do recurring billing in any form. Every charge is for one order, one time, and nothing renews automatically without you placing a new order yourself.

Currency conversion fees  
If you're paying by card or bank transfer from outside [your home country], your bank may apply its own currency conversion or international transfer fee. That's set by your bank, not by us, and it won't show up on our invoice — only on your bank statement.

Failed or reversed bank transfers  
Occasionally a bank transfer gets sent to the wrong reference, or a bank flags an international transfer for extra review and it takes longer to arrive. If your transfer hasn't shown up on our end within a few business days and you have proof it was sent, email us your transaction details and we'll manually check for it before assuming anything's gone missing.

Refunded charges  
If a refund is due — whether from a cancelled order or an approved return — it goes back the same way you paid. Card refunds land back on your card automatically. Bank transfer refunds are sent back to the account the original payment came from, so please make sure those details stay accurate if they've changed since you ordered.

Contact Us

For anything related to this billing terms and conditions — a question, a complaint — email info@viloralab.store and we'll get back to you personally, not through an automated loop.