How long does a refund take, and what if it has not arrived
How long does a refund take: at VITON13 the money goes back no later than 10 days from your request, and your bank may need extra days to show it.
What you need
- The date you asked for the refund
- Your order number and the payment you used
Count from the date of the request
The 10-day period starts on the day of your refund request, not on the day you sent the item back or the day you ordered. Find that date in the order conversation in your cabinet or in the email you sent.
A cancellation before dispatch is refunded in full.
Know the three stages
First we approve the request and send the money back. Then the bank or payment provider processes it. Finally it appears on your statement. Our 10 days cover the first part, and the bank or provider may need extra days for the rest.
Banks differ in how quickly they show a returned payment, so your bank is the one to ask about its own timing.
Check where the money comes back
The refund goes to the payment route you used, unless the law requires another route or we agree one with you. The table shows what that means for the common routes.
Where a refund goes Route you paid with Where the money comes back Bank card To the same card PayPal To the same PayPal account Wallet or bank transfer To the same wallet or the account the transfer came from Look on the right account
Check the same card or account you paid from, not another one. If the card was replaced or closed since the payment, ask your bank where returned funds go.
On the statement, look for a credit line with the same amount, and open the pending section too. A refund can appear under a different description than the original payment.
Write to us if 10 days have passed
Send the order number, the date of the refund request, the amount, the currency and the payment reference. Add a screenshot of your statement with the card number hidden. We then check the payment route and reply in the same conversation.
Use the cabinet conversation, the contact page, viton13bussiness@gmail.com or Telegram @Vitonsupport. The returns page and the sales policy set out the terms.
Never send a full card number, a security code, a password or a verification code. The order number and the payment reference are enough.
Last checked: 3 November 2026
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