Returns & Refund Policy
Our priority is making sure you are happy with your Vyncé order. That is why we handle every request individually, with the intent of finding the best solution for you.
All returns, refunds and exchanges are handled on a case-by-case basis and ultimately at Vyncé's discretion.
Please note: potential fraud or abuse of this policy, including excessive or unreasonable requests, may result in the rejection of future orders. In some cases, we may ask for additional information for verification purposes.
Important Notes
- Requests must be made within 30 calendar days of delivery
- Items must be in their original, undamaged condition
- Items must not be worn, washed, or altered
- Unauthorised returns will not be processed
- We do not accept returns without prior approval
- Sale items and gift cards are non-refundable
- Potential fraud or abuse of this policy may result in the rejection of future orders
- Refund processing time depends on your bank or payment provider
At a Glance — How We Handle Each Situation
| Situation | How We Can Help |
|---|---|
| Defective or quality issue | Free replacement — no return needed |
| Wrong item received | Free replacement — no return needed |
| Wrong color received | Free replacement — no return needed *Note: minor colour variation due to screen settings is not considered a defect. |
| Parcel damaged on arrival | Free replacement — no return needed |
| Lost in transit | Free replacement |
| Missing item | Free replacement |
| Sizing or fit issue |
Choose from:
|
| Incomplete or incorrect shipping address | Discounted replacement — place a new order with the correct shipping address |
Important Note — Creases From Transit
In rare cases, items may arrive with visible creases caused by pressure during transit. These are not stains or signs of prior use. A quick iron at low to medium temperature or light steaming will remove the creases completely. This is not considered a defect.
General Conditions
All return and exchange requests must meet the following conditions:
- Request submitted within 30 calendar days of delivery
- Item must be unworn, unwashed and un-perfumed
- Item must be free from marks or stains (including makeup, fake tan, dog hair, etc.)
- All original tags must be attached
- Item must be returned in original packaging
- Proof of purchase required (order confirmation email or order number)
- Clear photos of the item and the issue must be provided
1. Returns & Refunds
1.1. What are my options?
Defective, wrong or damaged item
We will send you a free replacement. You do not need to return the original item. In exceptional cases, at Vyncé's discretion, a full refund may be offered.
Sizing or fit issue
We offer two options — your choice:
- A partial refund so you can keep the item and place a new order in the correct size
- An exchange for the correct size — see Section 2
Color variation
If the colour received differs slightly from what was shown online, we offer:
- A partial refund so you can keep the item
- An exchange — return shipping not covered
Incomplete or incorrect shipping address
If an order cannot be delivered due to an incomplete or incorrect address provided at checkout, we will offer a discounted replacement. You will need to place a new order with the correct address. We are not responsible for orders lost due to incorrect shipping information.
Lost in transit
If your order hasn't arrived within 20 business days of your shipping confirmation, contact us and we will resolve it promptly.
1.2. Is there anything I can't get a refund for?
- Change of mind
- Incorrect size ordered when our size guide was available
- Minor colour variation due to screen settings
- Items that do not meet the general conditions above
- Sale items
- Gift cards
This does not affect your statutory rights.
1.3. What about shipping costs?
Original shipping fees are non-refundable. Return shipping costs are the customer's responsibility.
1.4. What if I used a discount code?
If you used a promotional code and are eligible for a refund, the amount will reflect what you actually paid — the proportionate discount will be deducted. Promotional codes are one-time use only and cannot be reused after a return.
1.5. How long will it take to get my refund?
Once your request is approved, your refund will be issued to your original payment method within 5–7 business days. It can take an additional 3–10 business days for the funds to appear on your statement, depending on your bank or payment provider.
2. Exchanges
2.1. Can I exchange my item?
Yes — we accept exchanges for sizing issues, subject to stock availability. All general conditions above must be met.
2.2. Who pays for shipping?
Return shipping costs are the customer's responsibility. We cover the shipping cost of the replacement item sent back to you.
2.3. Is there anything I can't exchange?
- Sale items
- Items that do not meet the general conditions above
This does not affect your statutory rights.
3. Our Quality Promise
Quality is at the heart of what we do at Vyncé. If our product doesn't perform as intended, we will work with you to make it right.
If your item presents a quality issue within 30 days of delivery, contact us with photos and your order number. We will assess your case and find the best solution — replacement, partial refund, or full refund.
Our quality promise does not apply to damage caused by ordinary wear and tear, misuse, or accidents.
4. How to Submit a Request
Email us at support@vynce-activewear.com with:
- Your order number
- A brief description of the issue
- Clear photos or videos of the item
We respond within 24–48 hours and will guide you through the next steps.
Important: Do not return the package to the address on the shipping label — this is not our return address. Do not return any item without prior written approval from our team. Unauthorised returns will not be processed and we are not responsible for lost packages from unauthorised returns.
