Політика відшкодування

At VatraWear, customer satisfaction is our top priority. We understand that sometimes things don't work out as expected, which is why we've put together a fair and transparent refund policy to ensure your shopping experience is seamless and hassle-free.

Please read our refund policy carefully to understand the conditions under which we accept returns and issue refunds:

  1. Return Eligibility: You may return an item for a refund within 30 days of receipt, provided that the item is in its original condition, unworn, unwashed, and with all original tags and packaging intact. Any items that do not meet these criteria will not be eligible for a refund.

  2. Exclusions: Some items may be non-returnable or non-refundable due to their nature. This includes items marked as "Final Sale," personalized or custom-made items, undergarments, swimwear, and items damaged or soiled due to customer mishandling.

  3. Return Process: To initiate a return, please contact our Customer Support team at vatra.toronto@gmail.com or +1 (647) 632-1612 with your order number, the item(s) you wish to return, and the reason for the return. Our team will provide you with further instructions and a Return Merchandise Authorization (RMA) number. Customer Support is available Monday through Friday, 9:00 AM to 5:00 PM (Eastern Standard Time).

  4. Shipping Costs: Customers are responsible for return shipping costs unless the item received is defective, damaged, or incorrect. In such cases, VatraWear will cover the cost of return shipping.

  5. Refund Method: Refunds will be issued to the original payment method used for the purchase. Please allow up to 7-10 business days for the refund to be processed and appear in your account.

  6. Exchanges: If you wish to exchange an item for a different size, color, or style, please follow the return process outlined above and place a new order for the desired item.

  7. Late or Missing Refunds: If you haven't received your refund after the specified processing time, please check your bank or credit card account to ensure it hasn't been processed yet. If the refund is still missing, please contact your bank or credit card provider, as it may take additional time before the refund is officially posted. If you've completed these steps and still haven't received your refund, please contact our Customer Support team for assistance.

By placing an order on our website, you agree to this refund policy. If you have any questions or concerns, please don't hesitate to reach out to our Customer Support team, who will be happy to assist you.