Return and Refund Policy
At Victrafia, we prioritize clarity by keeping the procedures for returns, refunds, exchanges, and order cancellations straightforward. If an item does not meet your expectations, please refer to the information provided below.
Return Requirements
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Items can be sent back within 30 days from the delivery date. Requests submitted after this timeframe cannot be accepted.
- The item must be unused and unwashed.
- It must be in its original packaging.
- All tags must remain attached.
Return Costs
- For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
- For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to the customer. This applies when the customer purchases the wrong product, the item does not fit, or they no longer want the item. You will be responsible for the shipping costs for returning your item. Shipping costs are non-refundable.
How to Return an Item
- Contact info@victrafia.com with your order number and reason for return.
- Wait for approval before sending the product back.
- Follow the provided instructions for packaging and the return address.
- Ensure proper packaging to avoid damage during transit.
Refund Process
- Inspection: Once we receive your return, we’ll inspect the item to ensure it meets our return criteria.
- Refund: After inspection, your refund will be processed. It usually takes 7 business days for the refund to appear on your original payment method, depending on your bank or payment provider.
Exchanging an Item
If you wish to exchange a product, please contact our support team with your order details. The exchange process includes:
- Submit Your Request: Email info@victrafia.com with your order number and details about the item you want to exchange.
- Qualification Requirements: The item must be unused and unwashed. It must be in its original packaging. All tags must remain attached.
- Next Steps: After review, you will receive instructions for returning the product and shipping the replacement.
Order Cancellations
If you need to cancel an order, contact us immediately at info@victrafia.com. Cancellations can only be processed if the order has not yet entered the processing stage.
Non-Returnable Items For hygiene and safety reasons, some items may not be eligible for return. These products will be clearly marked as non-returnable in the product description.
For More Information:
Questions?
Visit our FAQs page or contact our customer services below.
Contact Information:
Store Name: Victrafia
Registration Number: 16870759
Business Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.
Email: info@victrafia.com
Phone: +44 2039266504
We aim to respond to your inquiries within 12 hours.
Customer Service Hours
Monday to Friday: 09:00 - 17:00
Saturday and Sunday: Closed