1. Introduction
At Verve and Vault, we strive for a satisfying shopping experience. However, we recognize that returns may sometimes be necessary. This policy outlines when and how you can return items purchased on our platform, including conditions where returns may be rejected.
2. Return Period and Conditions
Most items can be returned within 7 days of delivery. Items returned after this period will not be accepted. This does not affect your statutory rights.
3. Valid Reasons for Returns
- Wrong item received (size, color, or model)
- Damaged or defective on arrival
- Missing parts or not as described
- Change of mind (if item is unused and still in original condition, where applicable)
4. Conditions for Return Approval
- Return initiated within 7 days of delivery
- Product in original packaging with all tags and documentation
- Item unused, undamaged, and in resalable condition
5. Non-Returnable Items
- Perishables (food, flowers)
- Personal care and hygiene items
- Digital goods or opened software
- Customized products
6. Refund Process
Once a return is approved and the item is inspected, your refund will be processed within 5–7 business days, via your original payment method or store credit.
7. How to Initiate a Return
- Contact Customer Service via Live Chat or phone: +234 7032313192
- Provide your order number, return reason, and clear images if needed
- Follow the instructions provided by our team
8. Item Eligibility Matrix
| Reason for Return | Eligible Categories |
|---|---|
| I changed my mind | All except hygiene, perishable, events, tickets, digital items, and customized products |
| Correct size but poor fit | Clothing and shoes only |
| Stopped working after use | All except clothing, sports/fitness, consumables |
| Item was broken or defective | All categories |
| Packaging was damaged | All categories |
| Missing parts/accessories | All categories |
| Used or expired | All except software |
| Fake or unauthentic | All categories |
| Wrong item/size/model | All categories |
9. Packaging Requirements
Returned items must be securely packaged in original condition with tags and documentation. You are responsible for the item until we receive it.
10. Refund Timelines
Refunds are processed within 5–7 business days once approved. If return was due to defect, damage, or error, shipping fees will also be refunded.
11. Rejected Returns
- Rejected returns will be redelivered up to two times
- Unclaimed returns after 60 days will be forfeited without refund
12. Exchanges
We do not offer direct exchanges. You must return your item (if eligible) and place a new order for the desired variant.