Effective Date: January 11, 2026
This Chargeback Policy explains how Vial Case handles payment disputes and chargebacks initiated through banks or payment providers.
By placing an order with Vial Case, you agree to this policy and acknowledge that you have reviewed our Terms of Service, Shipping Policy, Return & Refund Policy, Cancellation Policy, and Case Warranty prior to purchase.
1. What Is a Chargeback
A chargeback occurs when a customer disputes a transaction directly with their bank or payment provider instead of contacting the merchant first.
Chargebacks increase processing costs, administrative burden, and risk for small businesses. Customers are encouraged to contact Vial Case directly so issues may be reviewed in accordance with published policies.
2. Contact Us Before Filing a Chargeback
Before initiating a chargeback, customers must contact Vial Case at:
Most issues—including delivery questions, return eligibility, damaged items, or fit concerns—can be resolved by following our published policies.
Failure to contact us before filing a chargeback may be considered bad-faith dispute behavior and may be used as evidence when contesting the chargeback.
3. Non-Cancellable Orders
All orders are made to order and cannot be canceled once submitted.
Chargebacks filed for reasons including, but not limited to, “order cancellation,” “changed mind,” or “buyer’s remorse” are not valid and will be contested using our Cancellation Policy, order records, and production documentation.
4. Shipping-Related Chargebacks
A. Delivered but Not Received
If carrier tracking confirms a package as Delivered, the order is considered fulfilled.
Chargebacks filed for “item not received” when tracking shows delivery will be disputed using:
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Carrier delivery confirmation
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Tracking records
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Shipping address verification
Vial Case is not responsible for theft, loss, or misplacement after delivery.
B. Lost in Transit
If a package is lost in transit and confirmed by the carrier, customers may pursue available remedies directly with the carrier using the provided tracking information and applicable insurance coverage.
5. Returns & Refund-Related Chargebacks
Returns and refunds are governed by our Return & Refund Policy.
Chargebacks filed:
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Before an approved return is completed
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Without following the return authorization process
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For items ineligible for return
will be disputed using policy disclosures, order records, and customer communications.
Refunds, where approved, are issued only after returned items are received and inspected.
6. Fit, Measurement & Compatibility Disputes
Customers are responsible for ensuring that items meet the exact dimensions listed on product pages.
Chargebacks filed due to:
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Items not fitting
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Incorrect customer measurements
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Incompatible vials or caps
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Manufacturer tolerance differences
will be disputed using product listings, measurement disclaimers, and our Case Warranty and Product Care & Use policies.
Fit issues caused by customer measurement error are not considered defects.
7. Material & Warranty-Related Chargebacks
Vial Case products are manufactured using 3D-printed materials, including PLA, which have known material limitations.
Chargebacks related to heat damage, impact damage, normal wear, misuse, or improper handling will be disputed using our Case Warranty and Product Care & Use policies.
8. Chargebacks Do Not Settle a Debt
A chargeback does not cancel, settle, or extinguish a valid debt.
If a chargeback is filed in violation of published policies and is not resolved in the customer’s favor, the outstanding balance may remain due. Vial Case reserves the right to recover unpaid balances, chargeback fees, and administrative costs where permitted by law, including referral to a third-party collections agency.
9. Chargeback Abuse & Permanent Ban
Any customer who initiates a chargeback—regardless of outcome—will be permanently banned from placing future orders with Vial Case.
This includes:
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Chargebacks filed without first contacting Vial Case
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Chargebacks filed in violation of published policies
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Repeated or abusive dispute behavior
Vial Case reserves the right to refuse service to any customer at its sole discretion.
10. Evidence Used in Chargeback Disputes
To contest chargebacks, Vial Case may submit:
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Proof of order and payment
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Shipping and tracking confirmation
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Delivery status
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Product descriptions and stated dimensions
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Policy disclosures accepted at checkout
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Customer communications
11. Accessibility and Assistance
If you experience difficulty accessing this policy or need assistance resolving an issue, please contact:
We will make reasonable efforts to provide assistance consistent with applicable law.
12. Governing Law
This Chargeback Policy is governed by the laws of the State of Nevada, without regard to conflict-of-law principles.
