Return Policy
Returns:
Items returned to us without prior request and approval will not be accepted, and you will lose the right to a refund.
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Deadline: You may return the product within 14 days of receipt. If 14 days have passed, unfortunately, we cannot offer a refund or exchange.
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Conditions: The product must be in the same condition as when it was received, unused and in its original packaging. For products where hygiene is important, they must be thoroughly cleaned before starting the return process.
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Exclusions: Some products cannot be returned for hygiene reasons, such as underwear, lingerie, tights, and certain sanitary products.
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Initiating the Procedure: If you wish to return a product, send an email to support@vibe-london.com with your order number, the reason for the return, and, if applicable, a photo of the product in case of damage, along with your contact details. We have only one return address, so returning to any other address is not possible and is not sufficient for a refund. Returns sent without prior notification will be considered invalid. All returns must be sent to our warehouse in Asia.
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Return at Your Own Risk: Please note that returning products is at your own risk. The company is not responsible for parcels lost or held at customs during the return process.
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Track & Trace: Your return must be accompanied by a track & trace code, which must be shared with us. This way, we can accurately determine when your return reaches our warehouse, after which we will initiate the refund immediately. Without a tracking code, we cannot track the shipment, and the right to a refund is void, as we cannot confirm that the order has actually reached us.
Refunds:
Procedure: Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will automatically be applied to your credit card or original payment method within 30 days.
Late or Missing Refunds: If you have not received your refund after 30 days, please check your bank account again. If you still haven't received it, contact us at support@vibe-london.com.
Costs:
Return Shipping Costs: All customers are responsible for the shipping costs of the return. We recommend providing a Track & Trace for the return shipment, as we cannot take responsibility for lost returns. Return shipping costs start from £20 and are the responsibility of the customer.
Exceptions:
Defective Products: If you have received a defective product, we will always send you a new product free of charge.
Cancellation: Orders cannot be cancelled after they have been placed due to our automated system.
For questions or further information about our returns policy, please do not hesitate to contact us at support@vibe-london.com
