Refund policy
At VULPEX, every product is made to order once the purchase has been confirmed. This production model allows us to manufacture only the items that have been requested and helps reduce unnecessary waste.
For this reason, we do not offer voluntary returns or exchanges due to an incorrect choice of size, colour or model, or because the customer has changed their mind, except where a statutory right of withdrawal applies.
Damaged, Defective or Incorrect Products
We will accept claims when the product received:
- Is torn, ripped, unstitched or has visible damage.
- Has a manufacturing or printing defect.
- Arrives stained, damaged or in poor condition.
- Does not match the product, size, colour or design included in the order.
- Has been damaged during shipping.
The customer must notify us of the issue within three calendar days of receiving the order.
To allow us to review the claim, the customer must provide:
- The order number.
- A clear description of the issue.
- Photographs showing the entire product.
- Close-up photographs clearly showing the damage or defect.
- A photograph of the packaging and product label, where required.
Claims that do not include sufficient information may require additional documentation before they can be resolved.
Resolution of the Issue
Once the defect or error has been verified, VULPEX may offer one of the following solutions, depending on the circumstances:
- A replacement product manufactured and shipped at no additional cost.
- A full or partial refund of the amount paid.
- Another solution agreed with the customer.
Where a refund is approved, it will be issued using the same payment method used for the original purchase. The time required for the funds to appear in the customer’s account will depend on the bank or payment provider.
VULPEX will cover any necessary costs involved in resolving an issue caused by a defective, damaged or incorrectly supplied product.
Items Not Covered
We do not accept voluntary returns, exchanges or refunds for:
- Choosing the wrong size.
- Selecting the wrong colour or model.
- Changing your mind after placing the order.
- Minor colour differences caused by screen settings or device displays.
- Normal wear and tear.
- Damage caused by improper washing, drying, ironing or care.
- Damage caused by the customer after receiving the product.
- Products that have been worn, washed or altered, unless the reported defect is unrelated to such use.
We strongly recommend checking the size guide, colour, design and order details carefully before completing your purchase.
Personalised Products
Products made according to the customer’s specifications or clearly personalised cannot be returned under the right of withdrawal, unless they arrive damaged, have a manufacturing defect or do not match the order placed.
Statutory Rights
This policy governs the voluntary returns and exchanges offered by VULPEX and does not limit any mandatory consumer rights provided under applicable law.
Where a statutory right of withdrawal applies, the customer may exercise it within the period established by applicable legislation.
The requirement to report visible damage within three days of delivery does not affect the customer’s statutory rights regarding defective or non-conforming goods.
Contact
To report an issue, the customer must use the contact form available on our online store, provide the order number and attach the required photographs.