Refund Policy

Last Updated: 05/11/2024

At Vanwear, we aim to provide high-quality, custom clothing tailored to your business’s branding needs. Because our products are custom-made, our Refund Policy is designed to ensure that you understand your rights and the process for refunds, as well as the situations in which we are able to offer a refund.

Please read the policy carefully to understand your options.

1. Custom Products and Refund Eligibility

Because our products are custom-made to your specifications (including logo designs, custom artwork, and personalized text), we generally do not offer refunds unless there is an issue with the item that is our fault, such as:

  • Defective or damaged products
  • Errors in the design, customization, or production process (e.g., incorrect logos, text, or design details)
  • Issues with the size or color of the item that do not match what was ordered (provided the error was made by us)

2. Refunds for Defective or Incorrect Items

If you receive a defective or incorrect product, we are committed to making it right. In such cases, you are eligible for a full refund or a replacement product (at your discretion), provided the following conditions are met:

  • Timeframe: You must contact us within 7 days of receiving your order to report any issues.
  • Documentation: Please provide clear photos of the defective or incorrect item(s), along with a description of the problem.
  • Return of Item: You may be required to return the defective or incorrect item to us. If so, we will cover return shipping costs.

Once we confirm the issue, we will issue a refund to the original payment method, or we will send you a replacement at no extra cost.

3. Non-Refundable Products

Due to the custom nature of our clothing, we do not offer refunds for the following:

  • Personalized items that were customized as per your order (including custom logos, artwork, or text).
  • Products created with incorrect information provided by you (e.g., misspelled names or incorrect logos) after the final design proof was approved.
  • Products that have been worn, washed, or altered in any way after delivery.

4. Refunds Due to Customer Error

If there is an issue with your order caused by incorrect information provided by you (e.g., incorrect sizes, design errors, or wrong logo files), we are unable to offer a refund. However, we will work with you to correct the mistake, but additional charges may apply to cover the cost of remaking the item.

5. How to Request a Refund

If you believe your order is eligible for a refund, please follow these steps:

  1. Contact Us: Email us at sales@vanwear.net within 7 days of receiving your order. Include:

    • Your order number
    • A description of the issue
    • Photographic evidence of any defects or errors

  2. Return Authorization: Once we assess the issue, we will provide instructions for returning the item, if necessary, and issue a pre-paid return shipping label if we are responsible for the problem.

  3. Return the Item: If we request a return, please send the defective or incorrect item back to us within 14 days from the return authorization date.

  4. Refund Process: After we receive the returned item, we will review it and process your refund. Refunds are generally issued within 10 business days after the return is received and inspected. Refunds will be credited to the original payment method.

6. Shipping Costs for Refunds

  • Defective or Incorrect Products: If the item is defective or incorrect, we will cover the return shipping costs.

  • Non-Defective Products: If the refund is due to reasons other than defects or mistakes on our part (e.g., customer errors), the cost of return shipping will be your responsibility.

7. Partial Refunds

In some cases, we may offer a partial refund or a store credit for returns of certain items. This may apply in situations where:

  • The product is returned opened or used but is still in good condition.
  • A replacement item is not feasible, and a partial refund is agreed upon.

8. Customer Satisfaction

We are committed to ensuring that you are satisfied with your order. If you experience any issues with your custom products, please do not hesitate to contact us. Our team will do our best to resolve the issue promptly.

9. Contact Us

If you have any questions regarding our refund policy, or if you would like to request a refund, please contact us at:

Vanwear
sales@vanwear.net
+44 7402333660

By purchasing from Vanwear, you acknowledge that you have read, understood, and agree to the terms outlined in this Refund Policy.