Refund policy

We want you to be happy with your kit. If something isn't right, here's how returns and refunds work.

Return window

You have 30 days from receiving your item to request a return. Customers in the EU have a 14-day cooling-off period from receipt, during which an order may be cancelled or returned for any reason.

What can be returned

To be eligible, the item must be:

  • Unworn and unused, with tags attached and in its original packaging
  • In the same condition in which you received it
  • Accompanied by a receipt or proof of purchase

What cannot be returned

  • Customised or personalised products — anything with a custom name, number or design is made to order and cannot be returned or exchanged
  • Sale items
  • Gift cards

The Rs 500 custom design advance is non-refundable, as it covers design work already carried out. See our Order Terms for full details on customised orders.

How to start a return

Email info@vinxee.com or WhatsApp 0325 9181499 with your order number. If your return is approved, we'll send you instructions on where to send the item.

Items sent back without first requesting a return will not be accepted.

Return shipping

Return shipping is paid by the customer, and the item must be sent to Vinxee's business address, which we'll provide when your return is approved.

Damaged, defective or incorrect items

Please inspect your order on arrival and contact us immediately if the item is defective or damaged, or if you received the wrong item. Where possible, send an unboxing video and photos — it lets us resolve the claim faster. We'll remake, replace or refund the item at no cost to you.

Refunds

Once we receive and inspect your return, we'll let you know whether it has been approved. If approved, you'll be refunded to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund.

If more than 15 business days have passed since your refund was approved, please contact us.

Contact

Vinxee, Islamabad, Pakistan
Email: info@vinxee.com
WhatsApp: 0325 9181499
Monday to Saturday, 10am to 7pm PKT