Return & exchange policy: Vril Couture
Overview
We know that sometimes things don’t go as planned, and you might need to return or exchange an item. We want you to love every item you purchase from us! If you bought from vrilcouture.co.za or our official Vril Couture store, and it’s still in its original condition, you’ve got 30 days to send it back.
Which items can I return or exchange?
If an item is to be returned or exchanged, you need to have all the original packaging, labels (still attached to the products) and proof of purchase. All items must be clean, unworn, unwashed and unused. Items purchased either online or in-store may be returned or exchanged within thirty (30) days from the day of purchase. Please see below for exceptions to the thirty (30) day rule:
- T-Shirts, Shirts, Hoodies, Shorts & Pants: These items may be returned or exchanged within the thirty (30) day period provided they are unworn, unwashed, undamaged and have all original tags attached.
- Socks: Socks may only be returned or exchanged if they are unworn, unopened and remain in their original packaging for hygiene reasons.
- Personalised Items: Personalised, custom-made or altered items may not be returned or exchanged unless there is a manufacturing defect.
- Sale or Promotional Items: Items purchased during a sale, clearance or promotional event may only be returned or exchanged if they are defective or required by applicable consumer protection laws.
- Manufacturer Defects: Any item found to have a manufacturing defect may be returned for inspection. If the defect is confirmed, the item may be repaired, replaced, exchanged or refunded at Vril Couture’s discretion and in accordance with the Consumer Protection Act.
- Gift Cards: Gift cards are non-returnable and the sale is final on these items both online and in-store.
At Vril Couture, we are committed to upholding consumer rights and ensuring a fair and transparent shopping experience. Each return is carefully inspected, and if the item(s) are found to be damaged or the reason for return does not meet our return policy criteria, Vril Couture reserves the right to decline the return and send the package back to you. Vril Couture reserves the right to edit or update items which qualify for returns or exchanges without prior notice.
Return or exchange process
Customers who wish to return or exchange an item purchased online must visit vrilcouture.co.za and follow the prompts on our returns portal. Once the request is submitted, detailed instructions will be sent via email to guide you through the return or exchange.
You will receive a waybill and packing slip via email. Please print the waybill and packing slip and have them ready with the package for collection. We will arrange for the courier to provide a plastic shipping bag. Once we have received your parcel, we will inspect your order to ensure that it is in a clean, unwashed, unworn and unused condition.
Please allow 2-7 business days for your exchange to be processed once we have received your item. Your exchange will be sent to the same address that your order was originally sent to.
For in-store purchases, you can visit our Woodstock store within thirty (30) days of purchase with the unwashed, unused, and unworn item in its original packaging. Our staff will assist with processing the return or exchange.
General terms
Refunds will be processed using the original payment method or issued as a Vril Couture Gift Voucher (store credit). Refunds for in-store returns will be credited to your account via the original payment method. Debit card refunds are not accepted in-store; refunds will only be processed to a credit card. Cash refunds are not available under any circumstances.
A valid proof of purchase is required for all refunds and exchanges. This may include a digital receipt, payment confirmation email, or a gift receipt.
If you receive an incorrect or damaged product, Vril Couture will replace it with a new one, provided the item is returned in its original packaging with all tags and extras included. The following will not be considered defects and do not qualify for returns under this section:
- Normal wear and tear.
- Damage caused by negligence, misuse, or improper care.
- Alterations or modifications made to the product.
- Products that match their online descriptions but do not meet personal preference.
- Worn, faded, or damaged size and care labels.
Conditions for returns & exchanges
Returns and exchanges will only be accepted if the following conditions are met:
- The item is unworn, unwashed, and unused, with all original packaging, tags, and seals attached.
- The item is in a resalable condition.
- Online purchases can be returned in-store with proof of purchase; however, shipping costs are non-refundable.
Manufacturer defects
If a factory fault is identified within 6 months of receiving the item, Vril Couture will replace it after an inspection by our team. If the issue is not deemed a factory fault, Vril Couture reserves the right to decline the exchange. After 6 months, no replacements will be made as we cannot verify how the item was used or maintained.
Sale items
Sale items may only be returned for a refund in the form of store credit or a Vril Couture gift card. Exchanges are permitted for sale items only if the required size is available. Store credit or gift cards issued for returned sale items are non-transferable and cannot be redeemed for cash.
Contact and store address
Email:
admin@vrilcouture.co.za
Address:
145 Sir Lowry Road,
Foreshore
Cape Town