Return Policy
5.2 Return Policy
At Vancouver Co, we do everything we can to keep our customers happy. Still, it may happen that you want to return a product. Below we clearly explain our return policy. We're happy to think along with you — if in doubt, always contact us first at info@vancouverco.com
1. How we work
Vancouver Co operates on a direct-from-supplier model. To reduce waste and lower our CO2 emissions, we do not hold large stock of our own: items that are not in stock are shipped directly from our supplier (based in China). This means that returns must also be sent to our supplier's return address in China.
2. Timeframe and registering a return
● You can register a return within 14 days of receiving the item, via info@vancouverco.com.
● You can only register a return after you have physically received the item.
● Always include your order number and a valid reason for the return when registering.
● Once approved, we will send you our supplier's return address.
3. Conditions
● A valid reason for the return is always required.
● Items must be unused, unwashed, undamaged, and in their original condition, with all tags and labels still attached.
● Trying items on is allowed, wearing them is not.
● Discounted (sale) items cannot be returned without a valid reason.
● Deliberately ordering multiple sizes with the intention of returning some of them is not permitted.
● Certain items are excluded from return for hygiene reasons (such as underwear, swimwear, and jewellery), unless unopened and unused.
4. Return costs and process
● Return costs are entirely the customer's responsibility, including international shipping and any customs costs.
● The item must be returned to our supplier's return address in China.
● The customer is responsible for shipping, costs, and tracking the return shipment.
● We always recommend using a shipping method with track & trace; without proof of shipment, we cannot process a return.
5. Customer-friendly alternative solution
Because returning items internationally can be costly and time-consuming, we're happy to work with you to find a suitable alternative solution (for example, a partial refund or a discount), which we agree on by email. Please always contact us first at info@vancouverco.com before sending anything back.
6. Defective, incorrect, or damaged item
Is something wrong with your order — for example, the size, fit, or quality? Send us an email within 14 days of receipt with clear photos and a description of the issue. Without photos and a description, we cannot process your complaint and there is no right to a return or refund. With this information, we will find a suitable solution as quickly as possible.
7. Refunds
A refund can only be issued after the item has been received and approved at the return address in China. Once approved, we refund the purchase amount within 14 days via the original payment method. Original shipping costs are not refunded.
8. Cancellations
It is not possible to cancel an order once it has been placed and is being processed. No refund or chargeback can be opened before the item has actually arrived and been received. If you have a question or issue with your order, please contact us first at info@vancouverco.com instead of opening a chargeback or refund directly.
9. Liability
● We are not responsible for lost packages if tracking shows the item was delivered to the address provided by the customer.
● An incorrectly provided address is the customer's responsibility.
● Address errors must be reported within 24 hours of placing the order, via info@vancouverco.com.