General

1.1 Commitment to Quality

At Vash Atelier, we are committed to delivering exceptional craftsmanship and the highest standards of quality. Every piece is carefully inspected before dispatch to ensure it meets our quality benchmarks. While we strive to ensure complete customer satisfaction, we do not offer returns, exchanges, or refunds under normal circumstances.

1.2 Normal Conditions

"Normal circumstances" refer to situations where the product is delivered as ordered, free from manufacturing defects, and accurately matches the product description, images, specifications, and size selected at the time of purchase. If an item meets our quality standards and order specifications, it will not be eligible for return, exchange, or refund.

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Defective Products

2.1 Quality Assurance

At Vash Atelier, every product undergoes thorough quality control checks throughout the production and packaging process. Our team carefully inspects each item for workmanship, finishing, measurements, embellishments, and overall quality before shipment.

Despite our rigorous quality standards, if you receive an item with a verified manufacturing defect, we will review your claim in accordance with the policy outlined below.

2.2 Reporting a Defect

Customers must notify Vash Atelier within 48 hours of receiving their order if they believe an item is defective.

To submit a claim, please contact our Customer Care team and provide:

• Order number

• Detailed description of the defect

• Clear photographs and/or videos showing the issue

• Any additional information relevant to the claim

Claims submitted after the 48-hour reporting window may not be considered.

2.3 Return Procedure

Once your claim has been reviewed and approved, our team will provide return instructions.

The customer is responsible for all shipping, courier, customs, and duty charges associated with returning the item.

Return Process:

1. Notify Vash Atelier within 48 hours of receiving the order.

2. Submit all required supporting evidence.

3. Await approval from our Customer Care team.

4. Securely package and return the item as instructed.

5. Upon receipt, Vash Atelier will conduct a detailed inspection and determine the appropriate resolution.

2.4 Investigation Process

All reported defects are subject to a comprehensive review by our quality assurance team. This process may include:

• Physical inspection of the returned item

• Review of order records and production details

• Examination of photographs and supporting evidence

• Internal quality assessment

The purpose of this investigation is to verify the nature of the defect and determine an appropriate resolution.

2.5 Resolution

If a manufacturing defect is confirmed, Vash Atelier may, at its sole discretion, offer one of the following:

• Product replacement

• Store credit

• Refund (in exceptional circumstances only)

Refunds are not guaranteed and are granted only where a replacement or alternative resolution is not feasible.

2.6 Final Decision

All decisions regarding defects, replacements, store credits, and refunds remain at the sole discretion of Vash Atelier. The outcome of our investigation shall be considered final.

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Cancellation Policy

3.1 Eligibility

Customers may request cancellation of an order within 24 hours of placing it.

Cancellation requests submitted after this period may not be accepted, particularly if production has commenced, the order has been processed, or the item has been shipped.

3.2 Cancellation Window

To request an order cancellation, customers must contact our Customer Care team within 24 hours of placing their order and provide their order number.

3.3 Refunds for Approved Cancellations

If a cancellation request is approved, the customer will receive store credit equivalent to the value of the order.

Store credit:

• Is valid exclusively on the Vash Atelier online store

• Must be used within 30 days of issuance

• Cannot be redeemed for cash

Approved store credits are typically issued within 7–14 business days.

3.4 Non-Cancellable Items

The following items are not eligible for cancellation, refund, or exchange:

• Sale or clearance items

• Customized, personalized, or made-to-order products

• Orders for which production has already begun

• Orders that have already been shipped

3.5 Cancellation Requests

To initiate a cancellation request, customers must contact the Vash Atelier Customer Care team and provide:

• Order number

• Reason for cancellation

3.6 Communication

Customers will receive confirmation of their cancellation request via email and/or SMS. Updates regarding the status of the request will be communicated through the contact information provided at checkout.

3.7 Customer Responsibility

Customers are responsible for providing accurate order details and submitting cancellation requests within the stated timeframe. Vash Atelier is responsible for reviewing eligible requests and processing approved store credits in accordance with this policy.

3.8 Policy Updates

Vash Atelier reserves the right to modify or update this policy at any time without prior notice. Any revisions will be published on our website and will take effect immediately upon posting. Customers are encouraged to review this policy periodically.