What is your return policy?Updated a month ago
1. Eligibility and return windows
Proof of purchase from ViX is required for every return and exchange. Please have your ViX order number, order confirmation, or boutique receipt ready.
ViX accepts returns and exchanges only for items purchased directly from ViX.com or a ViX boutique. Because ViX products are also sold by other retailers, an item bought from another retailer, such as a department store, must be returned to that retailer under its own policy, and ViX is unable to accept it.
Online e-commerce: 30 days from delivery, with tags attached and items unworn, subject to inspection upon return.
Boutique retail: 14 days from purchase, with the original receipt, tags attached and items unworn, subject to inspection at the counter.
2. Condition
Items must be unused, unworn, unwashed, unaltered, and undamaged, with all ViX tags and the hygiene liner attached, and any related accessories included. ViX will not accept items showing signs of wear, including makeup, self-tanner, fragrance, sand, chlorine or sunscreen residue, stretched elastic, or soiling. Swimwear must be tried on over underwear with the hygiene liner in place.
All returns and exchanges are accepted at the sole discretion of ViX. Items that are deemed not to meet one or more of these conditions are handled on a case-by-case basis, which may include refusing the return and sending the item back to the customer, or deducting a fee to cover cleaning or repair. In ViX boutiques, the Store Manager will inspect the item at the counter and make the determination. Items that do not meet these conditions are not eligible for a refund.
3. Remedies and fees
Online: refunds are issued to the original payment method only after ViX receives the return and it has passed inspection, less a $12.99 return shipping fee. Please allow up to [10] business days from the date ViX receives the return for it to be inspected and processed. Keep your drop off receipt as proof of shipment; ViX is not responsible for returns lost in transit.
Boutique: returns are processed at the register and refunded to the original payment method with the receipt, subject to inspection and approval by the Store Manager. Exchanges are also handled at the register. Store credit is issued as a ViX gift card.
If a customer chooses store credit instead of a refund to their card, ViX will waive the $12.99 return shipping fee.
Original shipping is nonrefundable. Except where disallowed by applicable law, gift card purchases are refunded to a gift card; mixed payments are refunded to the gift card first, then the card.
Any promotion, discount, free gift, or coupon applied to the original order is adjusted proportionally on a return, so the refund reflects the amount actually paid.
4. Exclusions and exchange only items
Final sale items, warehouse sale items, and personalized or altered items are not eligible for return, exchange, or credit.
Items marked EXCHANGE ONLY may be exchanged for the same style in a different size or color, or taken as store credit. They cannot be refunded. What qualifies as exchange only is defined by ViX and may change; as long as the item is marked exchange only, this rule applies.
5. Exchanges
Exchanges are for the same style in a different size or color.
Online: ViX ships the replacement and provides a prepaid label, and the original piece must be returned to ViX within 14 days or the original payment method is charged for the item(s).
Boutique: handled at the register, subject to inspection and approval as stated above.
6. Defects and exceptions
Manufacturing defects, meaning a fault in materials or construction rather than wear or care damage, may be reported within 30 days of receipt with photographs. ViX will inspect and, at its discretion, repair, replace, or credit. After 30 days and up to 90 days, an item verified by ViX as a true manufacturing defect is handled as store credit or exchange, not a cash refund. Beyond 90 days we are unable to accept defect claims. Damage from wear, washing, sun, chlorine, oils, or care outside our guidelines is not a defect.
Wrong or damaged on arrival: if we sent the wrong item or it arrived damaged, contact Customer Care within 14 days and we will replace it at no cost.
Skin reaction to metal components, hardware, trims, or jewelry: contact Customer Care. These cases are rare and reviewed individually.
Return Shipping Reminder
To ensure a smooth return, please keep your drop-off receipt when shipping items back. Without proof of shipment, we’re unable to take responsibility for lost or missing packages.