Returns & Refund policy

RETURNS & REFUND POLICY

Last Updated: Aug 17, 2026

At VISIONAIR SOCIETY, customer satisfaction is important to us. Every product is made especially for you after your order is placed. Even so, you're fully covered: EU law gives you a 14-day right of withdrawal, and we extend that to 30 days as a courtesy.

Please read this policy carefully before making a purchase.


1. Return Eligibility

You can return your order within 30 days of the delivery date — no reason needed. This includes changing your mind, ordering the wrong size, or picking the wrong color. The first 14 days of that window are your statutory EU right of withdrawal; the remaining days are extra courtesy from us.

To be eligible for a return, the item must:

  • Be unworn and unused.
  • Be in its original condition.
  • Include all original tags (if applicable).
  • Be returned in its original packaging whenever possible.
  • Show no signs of washing, damage, stains, odors, or misuse.

We reserve the right to refuse returns that do not meet these conditions. See our Right of Withdrawal page for the full legal details and the model withdrawal form.


2. Please Choose Carefully

Every VISIONAIR SOCIETY item is produced specifically for each customer after an order has been placed. We'd rather you love it the first time, so please review product descriptions and size guides carefully before completing your purchase.

That said — if it's not right, Section 1 has you covered. You're welcome to return it within 30 days; you'll just cover the return shipping cost yourself unless the mistake was ours (see Section 10).


3. Damaged, Defective or Incorrect Items

If your order arrives:

  • Damaged
  • Defective
  • Incorrect
  • Missing items

please contact us within 14 days of receiving your order.

Email:

info@visionairsociety.com

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs showing:
    • the product
    • the packaging
    • the shipping label
    • the defect or damage

We will investigate your request and, where appropriate, provide one of the following solutions:

  • Free replacement
  • Refund
  • Store credit


4. Exchanges

Because all products are made to order, we do not offer traditional exchanges.

If you wish to receive another size or color, return your original item under Section 1 and place a new order.

If the original item qualifies under our damaged or defective product policy, we will arrange a replacement at no additional cost.


5. Incorrect Address

Customers are responsible for entering the correct shipping address during checkout.

If an incorrect address is provided and the package has already entered production or has been shipped, we may not be able to modify the shipment.

If a package is returned because of an incorrect address, additional shipping costs may apply before the order can be resent.


6. Lost Packages

If your package appears to be lost, please contact us.

Before submitting a claim, we recommend:

  • Checking your tracking information.
  • Contacting the shipping carrier.
  • Asking neighbors or household members.
  • Waiting 24–48 hours after a “Delivered” scan.

If the package is officially confirmed as lost by the carrier, we will work with our fulfillment partner to determine the appropriate resolution.


7. Refund Approval

Once your return or claim has been reviewed and approved, your refund will be processed using the original payment method.

Refund processing times generally vary between 5–10 business days, depending on your payment provider.


8. Refunds That May Be Refused

Refund requests may be declined if:

  • The product has been worn or used.
  • The item has been washed.
  • Damage was caused by misuse.
  • The request falls outside the 30-day return window.


9. Non-Returnable Items

The following items cannot normally be returned:

  • Gift cards
  • Final Sale products
  • Personalized or custom-made items (e.g. your own name or artwork printed on request)

Unless they arrive damaged or defective. Note: our regular catalog designs are not “personalized” in this sense — see our Right of Withdrawal page.


10. Return Shipping Costs

If the return is due to:

  • A manufacturing defect
  • A printing error
  • A damaged product
  • An incorrect item sent by us

VISIONAIR SOCIETY will cover the appropriate replacement or refund.

If the return is requested for any other eligible reason (change of mind, wrong size, wrong color), return shipping costs are the responsibility of the customer.


11. Chargebacks

If you experience any issue with your order, please contact us before initiating a payment dispute or chargeback.

Most concerns can be resolved quickly through our customer support team.

Fraudulent or abusive chargebacks may be disputed with the payment provider.


12. European Consumer Rights

Customers located within the European Union have additional statutory consumer rights under applicable law, including the 14-day right of withdrawal described above.

Nothing in this policy limits or excludes any mandatory rights that cannot legally be waived.


13. Sustainability Commitment

As every VISIONAIR SOCIETY product is made on demand, unnecessary returns create additional environmental impact.

We encourage customers to review:

  • Product descriptions
  • Size charts
  • Color options
  • Shipping information

before placing an order.

Thoughtful purchasing helps reduce waste while supporting more sustainable production.


14. Contact Us

If you have any questions regarding returns or refunds, please contact our Customer Support team.

Email

info@visionairsociety.com

We aim to respond within 1–2 business days.

Thank you for choosing VISIONAIR SOCIETY.

We appreciate your trust and remain committed to providing premium quality products and exceptional customer service.