Return & Refund Policy
Last Updated: September 17, 2026
At VicInsert, we want customers to feel confident when shopping with us.
Our standard return window is 30 days from the date of delivery, subject to the conditions below.
1. Eligibility for Returns
To be eligible for a return, the item should generally:
- Be requested within 30 days of delivery
- Be unused or in reasonably original condition
- Include original packaging where reasonably possible
- Include original accessories and components
- Not have been damaged through misuse, neglect, or improper handling
Certain products may have additional return restrictions disclosed on the product page.
2. How to Start a Return
Please contact us before sending a product back.
Email:
Please include:
- Order number
- Customer name
- Email address
- Product name
- Reason for return
- Photos or videos when relevant
We will review your request and provide return instructions if the return is approved.
Please do not send a product to an address obtained from a third-party website or an old shipping label.
3. Return Shipping Costs
Unless the return is due to an error on our part, such as receiving the wrong product or receiving a product that arrived damaged or defective, the customer may be responsible for return shipping costs.
Where VicInsert is responsible for the issue, we will provide appropriate instructions regarding the return.
4. Damaged Products
If an item arrives damaged, contact us as soon as possible.
Please provide clear photographs showing:
- The product
- The packaging
- The shipping label
- The damage
We may request additional information to determine the appropriate resolution.
Depending on the circumstances, we may offer:
- Replacement
- Refund
- Partial refund
- Other appropriate resolution
5. Defective Products
If a product appears to be defective, please contact us with:
- Order number
- Product name
- Description of the problem
- Photos or video demonstrating the issue
We will review the situation and determine an appropriate solution.
6. Wrong Product
If you receive a product different from what you ordered, please contact us.
Please provide:
- Order number
- Photograph of the product received
- Photograph of the shipping label
We will review the order and work with you to resolve the issue.
7. Refunds
Once an approved return has been received and inspected, we will determine whether the refund is eligible.
If approved, the refund will generally be issued to the original payment method.
Your bank or payment provider may require additional processing time before the refunded amount appears in your account.
8. Partial Refunds
In certain situations, a partial refund may be appropriate.
For example:
- Minor cosmetic issues
- Missing non-essential packaging
- Minor damage that does not substantially affect functionality
The specific refund amount will depend on the circumstances.
9. Non-Returnable Items
Certain products may not be eligible for return where permitted by applicable law, including:
- Personalized or customized products
- Final-sale products
- Products clearly identified as non-returnable
- Products that cannot reasonably be returned for hygiene or safety reasons
- Products damaged through misuse
- Products altered by the customer
Any product-specific return restrictions will be disclosed where applicable.
10. Sale Items
Unless otherwise stated on the product page, sale items may be eligible for return under the same general return requirements.
Promotional or clearance products may have specific restrictions disclosed at the time of purchase.
11. Cancellations
If you need to cancel an order, contact us as soon as possible.
If the order has not entered fulfillment or shipment, we will make reasonable efforts to cancel it.
Once an order has shipped, cancellation may no longer be possible and the customer may need to follow the return process after delivery.
12. Contact Us
For return or refund questions: