Return policy

Return Policy

If you're not satisfied with your purchase, you can return it within 30 days of the delivery date for a full refund. To start a return, please contact us — return shipping costs are the customer's responsibility.

Return conditions

All items must be returned in their original sale condition: unworn, unwashed, unaltered, with all tags still attached, and in their original packaging.

Returns must be sent to the return address provided to you by our customer service team. Returns sent to any other address will not be refunded.

Please note: we do not offer free returns or prepaid return labels.

How to return your order

To start a return, email us at hi@vitessa.co with the following:

  • Your order number
  • The reason for the return
  • Photos of the item(s) as received, including the product and original packaging

Once we've reviewed your request, we'll send you a return form with detailed instructions and the return address. You'll need to complete the form and share the return tracking number, courier details, and a clear photo of the return label with our customer service team.

Once your return has been received and inspected, we'll email you to confirm receipt and let you know whether your refund has been approved or rejected.

Return package guidelines

Please make sure your return package is clearly marked as a return (by ticking the return box on the postal service form). The total value of the returned items must also be declared on the form.

Approved refunds

If your return is received at the designated address and approved, your refund will be processed to your original method of payment within 5 business days.

Rejected refunds

If your return is rejected, we'll send the item back to your delivery address at no additional cost.

A return will be rejected in the following cases, and a refund will not be issued:

  • Incomplete or damaged products: the order is missing parts or components, or the original packaging is damaged or not included.
  • Damage due to careless use: damage caused by improper handling or misuse will not be accepted.
  • 30-day window expired: returns must be initiated and shipped back within 30 days of delivery. Returns received after this period will not be accepted.

Unfortunately, we are unable to process refunds for returns that do not arrive at the designated return address.

Late or missing refunds

If you haven't received your refund yet, please first check your bank account again. Then contact your credit card company — it can take some time for a refund to be officially posted. After that, contact your bank, as they may have an additional processing time before the refund appears.

If you've done all of this and still haven't received your refund, please contact us.

Damaged or incorrect items

If you receive a defective or incorrect item, please follow these steps:

  1. Contact our customer service team at hi@vitessa.co.
  2. Provide photos or videos of the damaged or incorrect item, along with a clear description and your order number.

Once we've reviewed the information and assessed the issue, we'll arrange a reshipment of the affected item(s) at no additional cost.

All claims for damaged, defective, or incorrect items must be reported within 7 days of receipt. We can only offer a replacement and are unable to issue a full refund in these cases.

Missing items

If your order arrives with items missing, we'll resend the missing item(s) free of charge. We can only offer a reshipment and are unable to issue a refund.

Refused delivery

If you refuse to accept delivery of a parcel, no refund will be issued. To be eligible for a refund, you must first accept the delivery and then submit a return request.

If you continue to refuse delivery and the parcel is returned to the sender or destroyed by the courier, a fee of $15 per parcel will be charged to cover administrative and shipping costs. For orders containing multiple parcels, the fee will be calculated based on the number of parcels and their shipping weights.

Undeliverable or uncollected parcels

If multiple delivery attempts by the courier fail, the parcel will be returned to the local post office, where it will be available for pickup. It is your responsibility to collect the order by the specified deadline.

Additional costs may apply in the following cases:

  • Invalid address provided: if the delivery address entered at checkout is incorrect or invalid and the package cannot be delivered.
  • Uncollected packages: if the package is sent to a pickup point and is not collected within the courier's specified deadline.

A fee of $15 per parcel will be deducted from the total order value to cover these costs. For orders containing multiple parcels, the fee will be calculated based on the number of parcels and their shipping weights.

Incorrect address provided

If you provide an incorrect address at checkout and your order is delivered to that address, you will be responsible for any costs or losses resulting from the misdelivery. Once a package has been dispatched to the address you provided, we are not liable for delivery issues caused by incorrect information.

If your package is returned to us due to an incorrect address, you can have the order reshipped to the correct address at your own expense. You will be responsible for the full cost of reshipping. No refunds will be issued for orders delivered to an incorrect address provided by the customer.

Return costs

You are responsible for the actual shipping costs associated with returning your items. These costs depend on the weight of the package and the courier you use.

Contact

To start a return or request a return form, email us at hi@vitessa.co.