Refund policy

Vitrelic products are made to order. Please review the product details, size information, color options, and shipping address carefully before placing an order.

Damaged, defective, misprinted, or incorrect items

If your order arrives damaged, defective, misprinted, or different from what you ordered, contact us at [your customer service email] within 30 days of delivery. For an order that never arrives, contact us within 30 days of its estimated delivery date.

Please include your order number, a description of the issue, and clear photos of the affected product and packaging where relevant. We will review the issue and, where appropriate, arrange a replacement or refund. Please contact us before sending anything back. We will tell you whether the item needs to be returned.

Change of mind, size, or color

Because products are made to order, we generally cannot accept returns or exchanges simply because you changed your mind or selected the wrong size or color. Please check the product description and sizing information before ordering.

This does not affect any cancellation, return, or refund rights that cannot legally be excluded where you live. Some countries provide additional rights for online purchases, and the rules may differ for personalized or made-to-order goods.

Orders that have not shipped

If you need to cancel or change an order, contact us as soon as possible at here. We can request a cancellation or change while production has not started, but we cannot guarantee it. Once an order has entered production or shipped, it may no longer be possible to cancel or change it. Any mandatory rights under applicable law still apply.

Lost or delayed packages

If tracking shows that your order has not arrived, contact us here. For a package reported as lost, please contact us within 30 days of the estimated delivery date so we can investigate with our fulfillment and shipping partners.

Incorrect address or unclaimed package

If an order cannot be delivered because the shipping address was incorrect or incomplete, or because the package was not collected or customs charges were not paid, a replacement shipment may require an additional shipping charge. Contact us and we will explain the options for your order.

Refunds

If we approve a refund, we will issue it to the original payment method where possible. Your bank or payment provider may take additional time to post the refund. If a replacement is approved instead, we will confirm the next steps with you.