Refund policy

Shop Van's Closet Ltd - Store Policy

Effective Date: August 27th, 2025
Last Updated: August 27th, 2025

1. ORDER TYPES & PROCESSING

7-Day Preorders

  • Processing Time: 7 business days from order confirmation
  • Payment Options:
    • Cash on Delivery (COD)
    • Bank Transfer (full payment required before processing)
    • Card Payment (full payment required at time of order)
  • Order Confirmation: Bank transfer and card payment orders confirmed upon payment receipt; COD orders confirmed upon order placement
  • Modifications: Order modifications accepted up to 48 hours after order confirmation
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  • Restocking: ALL Fabric and colour options are subject to availability. A secondary colour option is required for all orders as some colours may not be available anymore when we go into the store. 
  • Cancellation:
    • All payment methods: 24-hour window from order confirmation for free cancellation
    • After 24 hours: No refunds permitted for bank transfer or card payments
    • After 24 hours: COD option will be permanently disabled for customer's future purchases

Rush Orders (2-4 Day Preorder)

  • Processing Time: 4 business days from order confirmation
  • Standard Fulfillment: Orders will be fulfilled on day 4 unless expedited delivery is specifically requested
  • Rush Fee: Calculated at checkout
  • Payment Options: Bank Transfer Only (full payment including rush fee required before processing begins)
  • Order Confirmation: Processing begins upon payment receipt confirmation
  • Payment Deadline: All rush orders must be confirmed with payment within 12 hours of placing the order
  • Modifications: No modifications or special adjustments permitted once order is placed
  • Cancellation: Cancellations accepted within 5 hours of order placement (rush fee non-refundable)
  • Restocking: ALL Fabric and colour options are subject to availability. A secondary colour option is required for all orders as some colours may not be available when we go in store. 
  • Order Rejection: If rush order is not approved by Shop Van's Closet Ltd, rush fee will be returned as store credit only
  • Final Sale Policy: All rush orders are FINAL SALE - no returns, exchanges, or refunds except for Shop Van's Closet Ltd errors

Special Adjustments

  • Processing Time: 10-14 business days depending on complexity
  • Consultation Required: All special adjustments require pre-approval and fitting consultation
  • Payment Options: Bank Transfer Only
  • Payment Schedule: 50% deposit required at order placement, remaining balance due before shipment
  • Final Sale: All specially adjusted items are FINAL SALE - no returns, exchanges, or refunds

2. RETURNS POLICY

Standard Returns (7-Day Preorders Only)

  • Time Limit: 5 days from delivery date
  • Made-to-Order Policy: As all items are made to order, returns are ONLY accepted for:
    • Sizing Issues: Item received does not match ordered size specifications
    • Technical Issues: Manufacturing defects, damage, or quality issues
  • Customer Preference Exclusion: Returns for style preference, colour dissatisfaction, or change of mind are NOT accepted
  • Condition Requirements:
    • Items must be unworn with original tags attached
    • Items must be in original packaging
    • Items must be free from odors, stains, or damage
  • Return Shipping: Customer responsible for return shipping costs
  • Processing Time: 5-7 business days after we receive returned items

Non-Returnable Items

  • Rush order items (rush orders are final sale)
  • Special adjustment items
  • Undergarments and swimwear
  • Items worn, washed, or altered by customer
  • Items damaged by customer negligence
  • Items without original tags or packaging

3. EXCHANGES POLICY

Standard Exchanges (7-Day Preorders Only)

  • Time Limit: 5 days from delivery date
  • Made-to-Order Policy: As all items are made to order, exchanges are ONLY accepted for:
    • Sizing Issues: Wrong size received or size doesn't fit as expected
    • Technical Issues: Manufacturing defects or quality problems
  • Size/Colour Exchanges: Available for same item in different size (subject to availability)
  • Customer Preference Exclusion: Exchanges for style preference, colour dissatisfaction, or change of mind are NOT accepted
  • Exchange Shipping: Customer pays shipping to return item; we cover shipping for replacement
  • Processing Time: 5-7 business days after we receive exchanged item

Rush Order Exchanges

  • Not Available: Rush orders are final sale and cannot be exchanged

Sale Item Exchanges

  • Not Available: Sale items and discounted merchandise cannot be exchanged

Gift Card Exchanges

  • Not Available: Gift cards cannot be exchanged or refunded

Special Adjustment Exchanges

  • Not Available: Special adjustment items cannot be exchanged due to custom nature

4. REFUNDS POLICY

Full Refunds Available For:

  • Order cancellations within specified timeframes (see Order Types above)
  • Sizing Issues: Item received does not match ordered size specifications
  • Technical Issues: Defective items, manufacturing defects, or quality issues
  • Wrong items shipped due to our error
  • Items not delivered within 30 days of expected delivery date

Note: Rush orders are final sale and only eligible for refund if Shop Van's Closet Ltd made an error (wrong item shipped, defective item, etc.) Important: Refunds for customer preference, style dissatisfaction, or change of mind are NOT permitted due to made-to-order nature

Partial Refunds Available For:

  • Returned items missing original packaging (10% restocking fee)
  • Late delivery beyond promised date (partial shipping refund)

Refund Processing

  • Method:
    • Card payments: Refunds issued to original card
    • Bank transfers: Refunds issued to original bank account
    • COD orders: Refunds issued via bank transfer (account details required)
  • Timeline: 5-10 business days after approval
  • Fees: Original shipping charges are non-refundable unless item is defective or wrong item shipped

Non-Refundable Items

  • Special adjustment items (all sales final)
  • Rush fees for cancelled rush orders
  • Items returned after 5-day window
  • Items that don't meet return condition requirements

5. DAMAGED ITEMS POLICY

Manufacturing Defects

  • Coverage: Defects in materials or workmanship
  • Time Limit: 30 days from delivery date
  • Resolution Options:
    • Full replacement (preferred option)
    • Full refund including shipping costs
    • Store credit for 110% of item value
  • Return Shipping: Prepaid return label provided

Shipping Damage

  • Immediate Action Required: Report damage within 48 hours of delivery
  • Documentation: Photos of damaged item and packaging required
  • Resolution: Full replacement or refund, plus compensation for inconvenience
  • Investigation: We will investigate with shipping carrier

Customer-Caused Damage

  • Not Covered: Damage from washing, wearing, alterations, or negligence
  • Assessment: Each case evaluated individually
  • Options: Repair services available at customer expense (where possible)

6. FULFILLMENT GUARANTEE

Order Processing Timeframes

Shop Van's Closet Ltd is committed to meeting our promised delivery timeframes for all order types:

  • 7-Day Preorders: 7 business days from order confirmation
  • Rush Orders: 4 business days from payment confirmation
  • Special Adjustments: 10-14 business days from deposit confirmation

Late Delivery Compensation

If we fail to complete your order within the promised timeframe due to circumstances within our control:

  • Automatic Discount: You will receive a 5% discount code for your next purchase
  • Discount Application: Valid for 6 months from issue date, applies to full-price items only
  • Notification: Discount code will be emailed within 24 hours of the missed deadline
  • No Stacking: Cannot be combined with other promotional offers
  • Exclusions: Discount does not apply to rush fees or special adjustment consultations

Circumstances Beyond Our Control

Late delivery compensation does not apply when delays are caused by:

  • Customer-requested modifications after processing has begun
  • Incorrect shipping address provided by customer
  • Natural disasters, extreme weather, or force majeure events
  • Shipping carrier delays beyond our standard processing time
  • Payment delays or issues on customer's end
  • Public holidays or business closures

7. SPECIAL CIRCUMSTANCES

Wrong Size Ordered by Customer

  • Exchange Available: Within 3 days, subject to availability
  • Customer Responsibility: Return shipping costs
  • One-Time Courtesy: First size exchange ships free, subsequent exchanges customer pays shipping

Gift Returns

  • Gift Receipts: Must be presented for returns/exchanges
  • Store Credit: Refunds without receipt issued as store credit
  • Original Receipt: Required for cash/card refunds

Seasonal Sale Items

  • Return Period: Sale items cannot be returned or exchanged
  • Final Sale: All items marked "Final Sale" or purchased at discount are non-returnable
  • Gift Cards: Gift cards are non-refundable and non-exchangeable

8. PROCESS & PROCEDURES

How to Initiate Return/Exchange

  1. Contact customer service at inf0@shopvanscloset.com or 868-266-8912
  2. Provide order number and reason for return/exchange with photographic/ video evidence
  3. Package item securely 
  4. Drop the package into our workshop or give to delivery driver when initiated

Quality Inspection

All returned items undergo quality inspection before refund/exchange processing. Items not meeting return conditions will be returned to customer at their expense.

Customer Service Hours

  • Email Support: Available 24/7, response within 24 hours
  • Phone Support: 868-266-8912, Mon-Fri 10AM- 6PM. Saturday- 10AM- 2PM
  • Live Chat: Mon-Fri 10AM- 10PM. Saturday- 10AM- 10PM

9. CONTACT INFORMATION

Shop Van's Closet Ltd
Customer Service Email: info@shopvanscloset.com
Phone: 868-266-8912
Return Address:
#3 First Street, Dinsley, Tacarigua.

Website: www.shopvanscloset.com
Social Media: @shopvanscloset_

10. POLICY UPDATES

Shop Van's Closet Ltd reserves the right to update this policy at any time. Changes will be posted on our website and will apply to orders placed after the effective date of the updated policy. Customers will be notified of significant policy changes via email.

Thank you for choosing Shop Van's Closet Ltd. We appreciate your business and are committed to providing excellent customer service.