Refund policy
Refunds
We offer refunds if:
- The issue is on our end, such as incorrect color or size.
- The item is damaged or in poor condition.
We do not offer refunds if:
- Customers enter the wrong shipping address.
- The item is personalized or custom.
Items must be sent in the same condition as received, using our return label provided by our customer service representatives.
E-mail us at thevineonline4u@gmail.com and include:
- Name
- Order Number
- Picture of the defective product/incorrect item
- Reason for return/refund
We have a 30-day money-back guarantee with a 30% restocking fee. Once everything is complete, we will process your refund, and it may take 3-5 business days to process through your bank.
Do not send your purchase back to the address from which it came.
Returned to Sender
If you provide the wrong address and your order is returned to us by the mail carrier, we will reship it to you. You will need to pay a shipping and handling fee to cover the cost of reshipping. If you choose not to have us reship the order, we will refund you, but the refund will not include original shipping costs, priority processing, or insurance. There will also be a 30% restocking fee deducted from the refund.
Sometimes these packages are refused by the manufacturer and destroyed by the postal carrier. These situations depend entirely on the policies and processes of the carrier or manufacturer and are outside of our control. Sometimes they end up lost in transit due to carrier handling, which is also beyond our control. In any case in which we do not receive the package back, we can provide a 50% store credit toward a new item.
If you provided the correct address, we will reship the order to the same address free of charge. If you want to change the address, you will need to pay the shipping and handling fee.
Order Cancellation
All our products are printed on demand, especially for each customer at the time they order. Because of this, we can only cancel or modify orders within the first 12 hours after purchase. Orders for apparel, mugs, and ornaments cannot be canceled or modified at all.
Clearance Items
Items sold on clearance cannot be returned or refunded. They may not include original packaging. We make no guarantees about the condition of these items.
Warranties
Our standard refund and replacement policy lasts 30 days from the date your tracking number shows your order was delivered. If 31 days have gone by since your order was received, unfortunately we cannot offer you a refund or replacement.
For inquiries and any other concerns, you may contact us at thevineonline4u@gmail.com
RETURN & EXCHANGE PROCESS FLOW
At The Vine Online, we want you to be completely satisfied with your order. We've created this return and exchange process to make your experience as effortless as possible.
Unworn or unwashed merchandise can be returned or exchanged within 30 days of the original order date if accompanied by original tags and packaging.
All online order returns, refunds, and exchanges must be made through our returns process via our customer service team at thevineonline4u@gmail.com
Please note, any health/wellness items cannot be returned or exchanged.
HOW TO RETURN OR EXCHANGE AN ITEM
To begin the returns process, please send an e-mail to our customer service support team at thevineonline4u@gmail.com with your:
- Name
- Order Number
- Picture of the defective product/incorrect item
- Reason for return/refund
As soon as we receive the request, our customer service team will review the order and provide feedback within the next 24-48 hours.
If the order is approved for return/refund, our team will send you a return label to your e-mail address.
Package your return using the return label from our customer service team and drop it off at a UPS facility. You must use the return label sent by our customer service team. Do not send returns to the original address.
You will be notified when your return has been received at our warehouse. Once received, we can do one of the following:
- Refund your original form of payment within 3-5 business days.
- Send a replacement order within the next 72 hours.
If your tracking number states your order was delivered, but you claim you did not receive it, we must rely on the tracking number. We will require you to provide a claim ID from your local post office and validate it. Once the review is complete, we will send a replacement.
We charge a 30% restocking fee. Please note that processing times may vary during high-volume seasons, such as holidays, which may slightly extend the time needed to complete returns or refunds.
You are responsible for ensuring the accuracy of all personal and shipping information provided at the time of purchase. Any errors in the information submitted may affect delivery, returns, or refunds.