At Vivid Refuge, we want you to feel confident when shopping with us. We are committed to providing quality travel gear and a smooth shopping experience. If you receive a product that does not meet your expectations, our Refunds and Return Policy explains the conditions, time frames, and steps for requesting a return or refund.
1. Return Eligibility
Customers may request a return within 14 days of receiving their order. To qualify for a return, the following conditions should be met:
The product must be unused and in its original condition.
The product should be returned with its original packaging, labels, and included accessories, where applicable.
Proof of purchase or order details must be provided.
The product must not show signs of damage caused by improper use, mishandling, or unauthorized modifications.
Products that do not meet these conditions may not qualify for a return, subject to applicable consumer protection laws.
2. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from the product you ordered, please contact us within 7 days of delivery.
Please include your order details, a description of the issue, and clear photographs of the product when applicable. Our team will review your request and advise you on the available resolution, which may include a replacement, return, or refund.
3. How to Request a Return
To initiate a return, follow these steps:
Contact us at [email protected] within 14 days of receiving your order.
Include your order number, the product name, and the reason for your return.
Provide photographs or other supporting information if requested.
Wait for our instructions before sending the product back.
Pack the product securely and follow the return instructions provided by our support team.
Please do not send products to an address without receiving return instructions from us.
4. Refund Eligibility and Processing Time
Once your returned product has been received and inspected, we will notify you whether your refund request has been approved.
Inspection: We aim to inspect returned items within 3–5 business days of receipt.
Refund approval: We will notify you of the outcome after the inspection is completed.
Refund processing: Approved refunds will be processed within 7–10 business days.
Additional delays: The time it takes for a refund to appear in your account may depend on your bank or payment provider.
Refunds will be issued using an appropriate method, subject to the original transaction, available payment arrangements, and applicable laws. If a refund cannot be issued through the original method, we will contact you to discuss an appropriate alternative.
5. Return Shipping Costs
If an item is damaged, defective, or incorrect due to an error on our part, please contact us before returning it so we can explain the appropriate return arrangements.
For returns due to a change of mind or personal preference, customers may be responsible for return shipping costs, where permitted by applicable law. Any applicable costs or arrangements will be communicated before the return is completed.
6. Exchanges and Replacements
If you wish to exchange a product or receive a replacement, contact us within 14 days of delivery. Exchanges and replacements are subject to product availability and eligibility.
For items that arrive damaged, defective, or incorrect, we will review the circumstances and explain the available options.
7. Non-Returnable Items
Certain products may not be eligible for return unless they are defective, damaged, incorrectly supplied, or otherwise covered by applicable law. These may include:
Products that have been used, washed, or damaged after delivery.
Items missing essential components or original packaging, where these are necessary for safe resale.
Products clearly identified as non-returnable before purchase, where permitted by applicable law.
Nothing in this policy limits any consumer rights that cannot legally be excluded.
8. Order Issues and Cancellations
If you notice an issue with your order, please contact us as soon as possible. Once an order has been dispatched or delivered, return requests will be handled under the applicable provisions of this policy.
If you need assistance with an order that has not yet been dispatched, email us promptly with your order number. We will review whether any changes can be made.
9. International Returns
Vivid Refuge serves customers worldwide. Return procedures, shipping arrangements, and consumer rights may vary depending on your location.
International customers should contact us before shipping a product back. Any applicable customs requirements, return shipping charges, or other necessary arrangements will be explained where relevant. Mandatory rights under local consumer protection laws will continue to apply.
10. Contact Us
If you have questions about returns, replacements, or refunds, please contact our support team.
Website: https://vividrefuge.com