Return Eligibility
To be eligible for a return, items must be unused, in their original packaging, and in the same condition as when you received them. You must initiate the return process within 30 days of receiving your order. If the return request is made after this period, we may not be able to process your return. Certain items may be excluded from returns, such as custom or personalized decorations.
How to Request a Return
To initiate a return, you must send an email to [email protected]. In your email, please include your order number, the item(s) you wish to return, and the reason for the return. We will respond to your request within 3-5 business days with further instructions. Please ensure that your email is clear and contains all necessary information to avoid delays.
Return Shipping Costs
Customers are responsible for all return shipping costs unless otherwise agreed upon. We recommend using a trackable shipping service or purchasing shipping insurance for items over a certain value, as we cannot guarantee that we will receive your returned item. If you are returning an item due to an error on our part, we will cover the return shipping costs.
Refund Process
Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. Please note that depending on your bank or credit card company, it may take additional time for the refund to reflect in your account.
Exchanges
We do not offer direct exchanges. If you wish to exchange an item for a different one, you must return the original item and place a new order for the desired item. This process ensures that you receive the correct item without any delays. Please follow the return process outlined above for returning your original item.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected] with your order number and a description of the issue. We may request photos to assess the damage. If the item is confirmed to be damaged or defective, we will arrange for a replacement or refund at no additional cost to you.
Contact Information
If you have any questions regarding our Return and Refund Policy, please reach out to us via email at [email protected]. We are here to assist you and ensure that your concerns are addressed promptly. Thank you for shopping with us at vividhideaway.com.