Return and Refund
Returns & Exchanges Overview To be eligible for a return or exchange, items must be in their original condition—the same state in which they were received.
Return Process & Shipping Costs
- Customer Change of Mind: The customer is responsible for shipping costs if a return is requested without a manufacturing defect.
- Defective Items: Vaco covers shipping costs if an item has a manufacturing defect and is the only item in the order. If the order contains other non-defective items, shipping is not covered for the return, but Vaco will cover the shipping for the replacement item.
- In-Store Returns: Customers can return items at our branch free of charge. Refunds are issued immediately upon return at the branch.
- Courier Returns: If returning via courier, our team will inspect the item upon arrival (within 5-7 days). Once the original condition is verified, we will contact you to process the refund via your original payment method (not through the courier).
- Approval: All returns (in-store or via courier) must be reported and confirmed via WhatsApp before proceeding.
Premium & ValU Returns
- Returns for ValU or Premium payments must be handled via courier only (no in-store returns).
- Partial Returns: Not available for these payment methods. Instead, a purchase voucher for the return value will be issued for online use only.
- Refund Timing: Refunds via ValU/Premium are processed within 14 days of the item arriving back at our facility.
- Defects: Vaco covers shipping for defects. Once received, we provide a voucher for a new order or resend the item if available.
Non-Returnable Items For health and safety reasons, we cannot accept returns for:
- Items that have been washed, ironed, or damaged.
- Shoes without their original packaging.
- Items with price tags or brand labels removed.
- Specific Categories: Underwear, swimwear, caps, scarves, watches, accessories, wallets, perfumes, and socks.
- Time Limit: Returns must be initiated within 14 days of delivery.
Sale & Promotion Policy During sales, the entire order must be returned for a refund of the amount paid (excluding shipping). New purchases must be made at the current promotional price.