RETURNS – CANCELLATIONS – EXCHANGES
12.1 Purchased items may be cancelled, returned, repaired or exchanged for any of the following reasons:
(1) Cancellation for any reason whatsoever requested in writing prior to dispatch of the order.
(2) Return or exchange due to change of mind (acceptable only within fourteen (14) days of delivery).
(3) Return or exchange due to damage caused by shipping (if evidenced and properly verified).
(4) Repair or exchange due to defects covered under Vicky Shawe’s limited international warranty.
12.2 If you change your mind at any time before the order has been dispatched, we are able to accept cancellations and refund you the full value of the cancelled purchase. Partial cancellations will also be Vicky Shawe Limited Terms and Conditions VS-3678 rev 0
accepted under the same terms, with the exception of any shipping charges that may still apply to the remaining order. Cancellation should be made in writing to Vicky Shawe Customer Care at customercare@vickyshawe.com.
12.3 Even upon receiving your order, if you are not satisfied with an item you have purchased from us for any reason whatsoever, you can exchange it for another product or ask to return it back to us for a refund. You have fourteen (14) days to exercise this option from the day of receipt (delivery) of the item(s). Exchange requests for other Vicky Shawe products will be subject to stock availability, and Vicky Shawe reserves the right at its sole discretion to decline an exchange, and instead provide a refund. Any applicable shipping costs and other related fees will be deducted from the refund. In the case of an approved exchange, Vicky Shawe will charge or reimburse the difference in cost of the initially purchased items and the exchange product chosen. Request for return or exchange under these terms should be made in writing to Vicky Shawe Customer Care at customercare@vickyshawe.com.
12.4 If a shipment is received in damaged condition from the Shipping Provider, the Customer should first try to reject delivery from the Shipping Provider making such refusal to accept directly to the Shipping Provider. If the delivery is discovered in damaged condition following acceptance of the shipment, then the Customer should retain and not throw away both the external shipping box and product box(es). In either case, the Customer must notify Vicky Shawe Customer Care within three (3) days of delivery and provide photographic evidence. We will process a replacement as soon as the Shipping Provider completes their investigation into the claim, and will endeavor to keep this no longer than five (5) working days. Prior to the dispatch of any replacement item(s), the damaged shipment must be returned and received by Vicky Shawe, which will reimburse the Customer for any shipping costs charged for the return. Replacement item(s) will be dispatched promptly after receipt of the damaged shipment subject to stock availability and the Customer shall not bear any shipping costs associated with the replacement shipment. If there is no stock availability, and the dispatch is expected to take longer than thirty (30) days, the Customer may choose to request a refund on the replacement item(s) instead.
12.5 Except for any claim under warranty or for items damaged during shipment, in order for us to accept a return or exchange request, all items returned must be in the same condition as received, sealed and unopened, and not used or worn in any way, with original packaging and with all the parts, labels and instructions in place. Items damaged during shipment shall be returned in the condition received, including original packaging and all parts, labels and instructions received at delivery. Items returned under warranty due to qualifying defects need only be returned in a suitable manner which does not cause damage during shipment, taking consideration as to the delicacy of the product.
12.6 If a shipment is unreasonably delayed, and is subsequently determined with the Shipping Provider to be considered lost and untraceable, Vicky Shawe will immediately process a replacement order subject to stock availability, at no additional cost to the Customer. If there is no stock availability, and the dispatch is expected to take longer than thirty (30) days, the Customer may choose to request a refund on the replacement item(s) instead. In such case, the Customer shall receive a full refund including any taxes and shipping costs charged.
12.7 Before returning an item for any reason, you must first contact our Customer Care agents at customercare@vickyshawe.com and request a “Return Authorization Number” (RAN) specific to a particular return. The RAN will be sent to you in the designated email we have on your order and will contain information about preparing and shipping your return, and the address for the return
12.8 The following items cannot be returned, exchanged or refunded:
(1) Items damaged or lost during return.
(2) Returns without original packaging, all parts, labels and instructions.
(3) Items on final sale (Items discounted 40% or more to original retail price, or marked as final) Vicky Shawe Limited Terms and Conditions VS-3678 rev 0
(4) Products where the price of precious metals, precious stones, and the like, have fluctuated significantly between the time of purchase and the time of return (more than fifteen percent (15%)).
12.9 Packages returned without necessary return information, without a RAN or without a proper return authorization label will not be accepted by us. Shippers may follow specific rules and may discard such packages or consider them unclaimed or rejected. We are not responsible for the fate of a package you may have sent to us that lacks necessary information or authorization. We recommend that any shipment to us include certified delivery and adequate insurance.
12.10 A refund will be issued only after the return has been processed and accepted by us, and only in the form of the payment of the original order. Upon refund, a credit note (CN) will be issued to your name.
12.11 Customs fees including brokerage fees, import duty and taxes, and other fees applied from countries outside the European Union may be charged to the Customer directly and will not be refundable when an item is returned. We do not control those policies and regulations and we cannot be held liable for such discrepancies. When returning an item to its origin, proper documentation and customs declaration is required to avoid duplicate charges. Vicky Shawe shall bear no responsibility for any such incorrect filing incurring new importation fees upon return.
12.12 Any disputes on the validity of a claim for lost or damaged shipments shall be subject to consumer protection laws at the country of purchase as specified on the sales invoice.
