Refund policy

  • We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

    To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

    To start a return, you can contact us at Customer.service@Vinolay.com. Please note that returns will need to be sent to the following address: Hajr Center, Al-Hofuf, Al-Ahsaa / East region KSA 

    If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at Customer.service@Vinolay.com.


    Damages and issues
    Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


    Exceptions / non-returnable items
    Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

    Unfortunately, we cannot accept returns on sale items or gift cards.


    Exchanges
    The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


    Return Policy for Saudi Arabia:

    We understand that sometimes purchases don't work out. If you are located in the Kingdom of Saudi Arabia, you may be eligible to return your order within 14 days of receiving it, provided the item is in the same condition as received, unused, with all original tags and packaging intact. You will also need to provide the receipt or proof of purchase. Please contact our customer service team at Customer.service@Vinolay.com to initiate a return and for detailed instructions. Please note that certain items, due to their nature, may not be eligible for return.


    Refunds
    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
    If more than 7 business days have passed since we’ve approved your return, please contact us at Customer.service@Vinolay.com.

    In case you received your order/package damaged:

1. Visual and Immediate Documentation:

  • "Customers are required to capture clear photos and videos of the external and internal packaging immediately upon receipt. These visuals should prominently display any visible damage to the packaging, such as scratches, tears, or liquid stains.
  • A video documenting the unboxing process, showing the product's condition upon removal, is also mandatory."

2. Thorough Product Inspection:

  • "Customers must conduct a meticulous examination of the product to ensure there are no signs of usage or additional damage.
  • Special attention should be paid to areas susceptible to shipping damage, such as corners and edges.
  • Detailed photographs of any identified damage, clearly indicating its size and location, are required."

3. Prompt Communication:

  • "Customers are obligated to report any damage to the store as soon as possible after receipt, ideally within a specified timeframe (e.g., 24 or 48 hours).
  • All pertinent information, including the order number, receipt date, and photographic/video evidence of the damage, must be provided."

4. Damage Assessment:

  • "Upon receiving the customer's report, the store will conduct a thorough review of the provided photos and videos to assess the damage.
  • The store reserves the right to request the product's return for expert evaluation.
  • An investigation into the packaging quality and the shipping process will be conducted to determine the cause of damage."

5. Clear Policy Implementation:

  • "The store's return and exchange policy will explicitly outline the procedures for handling damaged products, including the customer's responsibilities.
  • This policy will be readily accessible on the store's website."