Refund policy

RETURN POLICY


Order Confirmation & Acceptance

By submitting an order through our website, you confirm that you have read, understood, and accepted our Return & Refund Policy, as well as our Terms & Conditions and Privacy Policy.

By finalizing your purchase, you acknowledge that:

  • You have reviewed and accepted the return conditions and timeframes stated in this policy.

  • You will follow the return procedure exactly as described.

  • In case of a chargeback or payment dispute, this policy, together with any related order details, tracking information, and communication records, may be used as supporting documentation.

 

 

Returns Policy

If you are not fully satisfied with your purchase, you may return eligible items within 14 days of delivery, provided that all the conditions below are met.

 

Return Conditions

To qualify for a return:

  • The item must be unused, unworn, and unwashed.

  • The item must be returned in its original packaging and in its original condition.

  • Only standard inspection and handling of the product by the customer is permitted.

  • The customer is responsible for return shipping and any related handling costs.

Once your return is received, it will usually be reviewed and processed within 7 business days. We reserve the right to reject a return if the item shows signs of wear, misuse, damage, or any condition not caused by our fault.

 

 

Misuse of Returns

We reserve the right to refuse returns if we determine that an order pattern indicates misuse of our return policy, including repeatedly ordering multiple sizes, colors or variants solely for trial purposes and returning a disproportionate part of the order. This policy is intended to protect against abuse and excessive operational costs.

 

 

How to Request a Return

To request a return, please contact us within 14 days of delivery by emailing info@vayen-clothing.com.

Please include the following information in your email:

  • Your order number

  • The reason for the return

  • Clear photos of the item, if it is damaged or defective

  • Your full name

  • Your shipping address

After we receive your request, we will send you the return instructions.
Do not send any items back without prior approval. Returns sent without prior authorization may be refused or may not be processed.

We strongly recommend using a tracked shipping method and keeping your proof of shipment until your return has been completed.

 

 

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 2 days of delivery at info@vayen-clothing.

After reviewing your claim, we may offer a replacement, depending on product availability and the nature of the issue. In some cases, we may not require the defective item to be returned.

Replacement orders for approved defect claims are generally processed within 7 to 14 business days.

 

 

Lost or Unclaimed Orders

If your parcel appears to be lost during transit, please contact our support team with your order number and tracking information. We will help investigate the shipment with the courier and, if the package is officially confirmed as lost, we will arrange a replacement or refund where appropriate.

If a parcel is refused at delivery, left unclaimed, or returned due to an incorrect or incomplete address provided by the customer, a deduction of $35 CAD will be applied to the refund to cover shipping and administrative costs.

 

 

Cancellations

Cancellations Before Shipment
If you wish to cancel your order before it has been shipped, please email info@vayen-clothing.com as soon as possible with a clear cancellation request. We will do our best to stop the order, but we cannot guarantee cancellation once processing has begun.

 

Cancellations After Shipment
Because our order handling process is highly automated, we cannot cancel orders after they have been shipped. If your parcel has already been dispatched, you will need to wait until it is delivered and then follow the return procedure described above. If you later return an order, the customer remains responsible for return shipping costs.

 

 

Refund and Restitution

If a return is approved:

  • We will issue a refund to the original payment method within 10 business days after receiving the returned item.

  • Refunds will be processed in the original currency of the transaction, based on the exchange rate at the time of payment.

  • In certain cases, we may offer store credit instead of a refund, with your prior consent.

 

 

Chargebacks & Payment Disputes

If there is an issue with your order, we ask that you contact us first so we can work toward a fair and timely solution.
If a chargeback or payment dispute is filed, we reserve the right to submit all relevant documentation to the payment provider or financial institution, including:

  • Order confirmation

  • Shipping and tracking information

  • Email communication

  • Photos or other supporting records

Opening a chargeback without contacting us first may slow down the resolution process and may affect your ability to place future orders with Vayen Clothing.

 

 

Important Information

  • All approved returns must be sent to our central warehouse in China at the customer’s expense.

  • We are not responsible for delays caused by shipping carriers, customs procedures, or border inspections.

  • For hygiene reasons, items returned in used, worn, or unsanitary condition will not be accepted.

  • Returns are not free of charge. Shipping and handling costs apply to all returns.

  • For international orders, any applicable taxes, duties, or customs fees (including GST/HST) are not refunded unless otherwise required by law.

 

 

Contact

If you have any questions about our return policy, please contact our customer service at: info@vayen‑clothing.com