Refund policy
Returns & Refunds Policy
By placing an order with Vay Fashion, you fully and unconditionally accept these terms. This policy forms an integral part of the sales agreement.
1. Statutory Right of Withdrawal (14 Days)
As a consumer within the European Union, you have the right to withdraw from your order within 14 calendar days of receipt, without giving any reason.
To exercise this right:
- You must notify us within 14 days in writing at vayfashion.be@gmail.com, including your order number.
- The item must be returned within 14 days of this notification, unworn, unused, with all original tags attached, and in its original packaging.
- Proof of purchase or the order number must be included.
Return shipping costs are borne by the customer. This is hereby expressly disclosed in advance, as legally required in order to charge these costs to the customer.
If these conditions are not met (e.g., the item is used, tags are missing, or packaging is damaged), we reserve the right to refuse the refund or reduce it by the corresponding loss in value, in accordance with applicable consumer protection law.
2. Additional Commercial Return Period (Days 15–30)
In addition to the statutory right above, we offer, as a discretionary commercial courtesy that may be withdrawn or amended at any time for future orders, an extended return window of up to 30 days from receipt. For this period (days 15–30), the following additional conditions apply on top of the conditions in Section 1:
- Returns must be requested and approved in advance via vayfashion.be@gmail.com. Packages sent without prior approval will not be accepted and will not be refunded.
- A restocking fee of [insert percentage, e.g. 10–15%] may be deducted from the refund.
- Return shipping costs are always borne by the customer.
- This extended right is not a legal obligation and may be modified or withdrawn by us for new orders at any time, without affecting orders already placed.
3. Damages, Defects, or Incorrect Items
Please inspect your order immediately upon receipt. Report any defect, damage, or incorrect item within 48 hours of receipt via vayfashion.be@gmail.com, including:
- clear photos of the item, the defect, and the outer packaging
- your order number
Failure to report within this timeframe will be taken as confirmation that the item was received correctly and in good condition; any later complaint will be handled as a standard return under Section 1 or 2, not as a damage claim.
After review, we will determine at our discretion whether to repair, replace, or refund the item.
4. Non-Returnable Items
The following items are excluded from any right of return, in accordance with statutory exceptions under applicable EU/Belgian consumer law:
- Items custom-made or personalized according to the customer's specifications
- Personal care/hygiene items (e.g., cosmetics, underwear, swimwear, body-piercing jewelry) where the hygienic seal has been broken after delivery
- Perishable goods
- Hazardous materials, flammable liquids, or gases
- Sale = no refund
5. Shipping and Liability
Risk of loss or damage transfers to the customer upon confirmed delivery to the address provided by the customer (carrier tracking serves as proof). Vay Fashion is not liable for loss, theft, or damage occurring after confirmed delivery, except where a fault by Vay Fashion is demonstrated.
It is the customer's responsibility to provide a correct and complete delivery address at checkout. Incorrect address information provided by the customer does not entitle the customer to a refund or free re-shipment.
6. Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, you will be refunded to your original payment method within 10 business days. Additional processing time by your bank or card issuer may apply and is outside our control.
If you have not received a refund more than 15 business days after approval, please contact us first at vayfashion.be@gmail.com before opening a dispute with your bank — this resolves the vast majority of cases faster than a bank procedure.
7. Chargebacks and Disputes
By placing an order, you agree to contact Vay Fashion first at vayfashion.be@gmail.com regarding any issue, before initiating a chargeback or dispute with your bank or payment provider. This allows us the opportunity to resolve the issue directly.
In the event of a chargeback, we will submit the following evidence to the bank/card issuer in our defense:
- order confirmation and proof of payment
- complete customer communication
- carrier tracking and delivery confirmation
- photos of the packaged/shipped item
- this policy, as accepted at the time of order
An unfounded or fraudulent chargeback (e.g., filed after confirmed delivery, without prior contact, or after expiry of an applicable deadline) will be contested by us using this evidence.
8. Exchanges
Return the unwanted item following the procedure in Section 1 or 2, and place a new, separate order for the desired item. We do not hold or reserve items during a return process.
