Return, Exchange & Refund Policy
This policy applies to purchases made online at vibecustom.ca and in-store, where applicable. Nothing in this policy limits any rights you have under applicable consumer protection laws.
1. Ready-Made Products: exchange only
- Ready-Made items (including our Ready-Made apparel, canvas designs and the Jelkin Vibe bag) can be exchanged within 14 days of delivery (online orders) or of purchase (in-store).
- Items must be unused, unworn and unwashed, with original tags attached and proof of purchase.
- Exchanges are for a different size or colour of the same item, subject to availability.
- We do not offer refunds or store credit for change-of-mind returns.
2. Exchange shipping
- Every exchange must be approved by us before you send anything back.
- For voluntary (change-of-mind) exchanges, you pay for return shipping and for shipping the replacement item.
- In-store exchanges have no shipping charges.
3. Customized and personalized products: final sale
- Customized and personalized products are made to order. They are final sale for change of mind, including a size or design choice you made that turns out to be wrong.
- This does not affect your rights if a product is defective, damaged, incorrect or misrepresented (see section 4).
4. Defective, damaged or incorrect products
- If your order arrives defective, damaged or incorrect, or is not as described, please contact us as soon as reasonably possible, preferably within 14 days of delivery.
- We may ask for your order number and photos so we can look into it.
- We will provide an appropriate remedy, such as a repair, replacement or refund, as required by applicable consumer protection laws.
- For valid claims, you will not be charged shipping costs where the law requires us to fix the issue at no cost to you.
- The 14-day notice period is a preference only. It does not limit your statutory warranty rights.
5. How to start a return or exchange
Please contact our support team at contact@vibecustom.ca for return or exchange instructions. Do not send items back without prior authorization.
