Refund and Returns Policy for Vintstep

Effective Date: September 20, 2024

Welcome to Vintstep! We value your trust in our products and are committed to ensuring a smooth and satisfactory shopping experience. Below is our comprehensive Refund and Returns Policy, which outlines the process, conditions, and timeframes for addressing any concerns with your purchase. Please review this policy carefully before making a purchase.

1. No Returns and Exchanges Policy

At Vintstep, all our products are made to order, ensuring you receive unique, high-quality items tailored to your specifications. As a result:

• No returns or exchanges are accepted unless the product is defective or incorrect upon arrival.
• This policy includes items ordered in the wrong size, color, or style. Please double-check your selections, including size charts and product descriptions, before placing an order.

2. Issues with Your Order

If you receive a damaged, defective, or incorrect item, please contact us immediately. We are committed to resolving any issues as quickly as possible, and customers can choose between the following options:

• A full refund
• A replacement product

3. Initiating a Refund or Replacement Request

To initiate a refund or replacement request for a defective or incorrect product, follow these steps:

1. Contact Us:

   • Email our customer support team at hi@vintstep.com within 14 days of receiving your order.
   • Include your order number, a detailed description of the issue, and photos or videos that clearly show the defect or error.

2. Review Process:

   • Once we receive your request, our support team will review it and respond within 3 business days.
   • Additional information may be requested if necessary to process your claim.

4. Refund and Replacement Conditions and Process

Refunds or replacements will be issued under the following conditions:

1. Defective or Incorrect Items:

   • If the item is confirmed to be defective or incorrect, you can choose between:
     • A full refund, including the original shipping costs.
     • A replacement product, which will be made and shipped at no additional cost.

2. Refund Method:

   • Refunds will be processed to the original method of payment.
   • Allow 7-15 business days for the refund to appear on your statement after approval.

5. Fees or Costs Involved

• There are no additional fees or costs involved in requesting a refund or replacement for defective or incorrect items.
• Customers will not be responsible for return shipping costs if the product is confirmed to be faulty.

6. Product Requirements

To be eligible for a refund or replacement:

• The product must be unused, in its original condition, and with the original packaging.
• Refund or replacement requests must be made within 14 days of receiving the order.
• Proof of purchase (order confirmation, receipt, or packing slip) must be provided.

7. Non-Refundable Situations

Refunds or exchanges cannot be offered in the following cases:

• Used or customer-damaged products: Items that show signs of wear or damage caused by the customer.
• Requests beyond the 14-day timeframe: Refund or replacement requests made more than 14 days after delivery.
• Incorrect size, color, or style chosen by the customer: Please review the sizing chart and product descriptions carefully before making your purchase.
• Unclaimed or undeliverable packages: If a package is returned due to an incorrect address provided by the customer or unclaimed status at the post office, no refund will be issued. Customers must pay a $18.89 reshipping fee per item if they wish to have the product reshipped.

8. Refund and Replacement Processing Times

• Claims for refunds or replacements will be reviewed within 3 business days of submission.
• Approved refunds will be issued within 7-15 business days to the original payment method.
• Replacements will follow our 2-8 business days production time and applicable shipping times, as outlined in our Shipping Policy.

9. Order Tracking and Follow-Up

• If you are issued a replacement product, you will receive a new tracking number within 7-15 business days after the replacement order is initiated.

10. Contact Information for Customer Support

For any questions or concerns regarding our Refund and Returns Policy, please contact us:

• Email: hi@vintstep.com
• Whatsapp: +971 58 292 8800

Thank you for shopping with Vintstep. We are dedicated to delivering high-quality products and exceptional customer service.