RETURN POLICY

Return Policy – VAYE Suitcases

Are you not satisfied with your purchase? That's a shame – but we're here to help! You have the right to return your item(s) within 14 days of receiving your order.

🚨 Important: Report Transport Damage Within 24 Hours

Please check your suitcase immediately upon delivery.
If your item arrives damaged, you must report this within 24 hours of receiving your order.

To report damage, send clear photos of:

  • The damaged area

  • The full suitcase

  • The original packaging

  • The shipping label

📩 Email: info@vayesuitcases.com

If damage is reported later than 24 hours, we can unfortunately not offer compensation, replacement, or a refund, as we are unable to file a claim with the transport company.

This rule applies to all orders, including discounted items.

✅ Standard Returns

You can return your item for a full refund to your original payment method.

  • Refunds will be processed within 14 working days after we’ve received and approved the return.

  • Return shipping costs are at your own expense.

  • Products must be unused, in original condition, and with all tags and labels attached.

🔁 Discounted Items & Promotions

Items purchased using:

  • Sitewide discounts

  • Bundles

  • Seasonal offers or discount codes above 15%

can only be returned for store credit or exchanged.
No cash refunds will be issued for these items.

💡 Orders placed using a small discount code (up to 10–15%) are still eligible for a regular refund, unless stated otherwise.

📦 Return in 3 Easy Steps

1. Request your return
Send an email to info@vayesuitcases.com with your order number and the reason for your return.
We will review your request and provide you with the return instructions.

2. Prepare and ship your return
After receiving approval, carefully pack the unused item in its original condition and packaging.
Ship the parcel to the return address provided in the approval email, using a track & trace service.
Return shipping costs are at your own expense.

3. Receive your refund
Once your return has arrived and has been approved, your refund will be issued to your original payment method within 14 working days (if eligible).

🚨 Made-to-order or special sale items

During certain periods, some orders are delivered on-demand by our supplier. These items are non-refundable for cash and can only be exchanged or returned for store credit.