Customer Service Charter

Our Customer Service Promise

At Viguet, customer service is an important part of what we do. We aim to provide clear, helpful, and reliable support to customers worldwide.

Our Commitment to You

We are committed to:

Answer within one business day
Real people answer your emails. If you contact us during our customer service hours, we aim to reply within one business day.

Treat you as we would want to be treated
If there is a problem, we will listen carefully and do our best to find a fair solution.

Be honest about our products
We aim to keep our product descriptions, images, specifications, and information as accurate as possible.

Respect your time
We keep our communication clear, simple, and focused on finding a solution quickly.

Protect your privacy
We take reasonable measures to protect your personal information and handle it in accordance with applicable data protection laws.

Stand behind our products
If something is wrong with your order, we will work with you to find the appropriate solution, whether that is a replacement, return, or refund.

What We Expect From You

To help us assist you quickly:

  • Clearly explain what you need help with.
  • Include your order number when contacting us about an order.
  • Send photos if your product is damaged, faulty, or incorrect.
  • Please allow additional response time during particularly busy periods.

How to Reach Us

Email: support@viguet.com

Customer Service Hours:
Monday - Friday: 9:00 AM - 6:00 PM GMT
Saturday - Sunday: Closed

Response Time: Within one business day.

Our Service Standards

Order Processing

  • Orders are generally processed within 1–3 business days.
  • Orders placed on weekends or public holidays are processed on the next business day.

Email Support

  • We aim to respond within one business day.

Returns

  • Return instructions are normally provided within one business day.
  • Returned items may take 3-5 business days to inspect after arrival.
  • Approved refunds are generally processed within 5-14 business days, depending on the payment provider.

Complaints

  • We aim to acknowledge complaints within one business day.
  • Each complaint will be reviewed carefully.
  • We will work to provide a solution as quickly as reasonably possible.

Accessibility

We want viguet.com to be accessible and easy to use.

If you experience any accessibility difficulties or need assistance, please email support@viguet.com

Thank You

Thank you for choosing Viguet. We appreciate your trust and are committed to making your shopping experience simple, reliable, and enjoyable.