Return and Refund Policy

At VINTY Hair, we are committed to providing quality hair products and a positive shopping experience. Please review our return, refund, and shipping policies carefully before placing an order.

1. All Sales Are Final

Due to the nature of our hair products, all sales are final once an order has been fulfilled and shipped. We do not accept returns or exchanges for reasons including change of mind, incorrect shade selection, or personal preference.

This policy does not affect any rights you may have under applicable consumer protection laws.

2. Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us at hello@vintyhair.com within 48 hours of delivery.

Your email must include:

• Your order number.

• A clear description of the issue.

• Clear photos or videos showing the item and the problem.

Please retain the product and its original packaging until we have reviewed your claim. We will assess the issue and advise you of the appropriate resolution in accordance with applicable law.

Claims submitted after 48 hours may be more difficult to assess, but this timeframe does not limit any rights provided by applicable law.

3. Order Processing and Delivery Estimates

Orders require up to 3 business days to process before dispatch, unless otherwise stated.

Shipping transit time begins after dispatch and is separate from processing time. Delivery timeframes displayed on our website or provided by a carrier are estimates unless a delivery date has been expressly guaranteed in writing by VINTY Hair.

International shipments may experience delays due to customs processing, carrier operations, weather, address verification, or other circumstances beyond our control. We cannot guarantee estimated delivery dates unless expressly confirmed by VINTY Hair.

4. Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address when placing an order, including the house or building number, street name, apartment or unit number where applicable, city, postal code, and country.

If a carrier identifies an address issue or requests additional information, we may contact the customer to confirm or correct the address before dispatch or delivery.

Address-related delays may affect the delivery timeframe. If an address cannot be validated or the carrier cannot accept it, VINTY Hair may contact the customer to request an alternative address or discuss available options.

If the issue cannot be resolved and the order has not been shipped, VINTY Hair may cancel the order and issue a refund for the cancelled order, including applicable shipping charges and taxes paid, subject to applicable law.

5. International Duties, Taxes and Brokerage Fees

Orders shipped outside Canada may be subject to customs duties, import taxes, brokerage fees, handling fees, or other charges imposed by the destination country, customs authorities, or the shipping carrier.

Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping fee paid to VINTY Hair. Customers are responsible for applicable import charges associated with receiving their orders.

By placing an international order, customers acknowledge that additional import charges may be payable before delivery or release of the shipment.

Customers are responsible for monitoring tracking updates and responding promptly to carrier notifications regarding payment, customs clearance, or delivery arrangements.

If you are unsure about potential import charges, we recommend contacting your local customs authority or shipping carrier before placing your order.

6. Refused Deliveries and Unpaid Import Charges

If a customer refuses delivery, declines to pay applicable import charges, fails to complete required customs clearance procedures, or does not collect a shipment within the carrier's permitted holding period, the shipment may be delayed, held, abandoned, or returned to VINTY Hair, depending on the carrier's procedures.

Customers are responsible for taking the necessary steps to receive their shipments, including paying applicable import charges and responding to carrier requests.

Refusing delivery or declining to pay import charges does not automatically entitle a customer to a full refund.

If a shipment is returned to VINTY Hair because of refusal, unpaid import charges, incomplete customs clearance, failure to collect the parcel, or failure to respond to delivery notifications, any refund or reshipment will be assessed based on the circumstances and applicable law.

Where legally permitted and supported by actual carrier charges, costs incurred by VINTY Hair as a direct result of the refused or unclaimed shipment may be deducted from an eligible refund. These may include return shipping, carrier handling, brokerage, storage, or other documented fees.

Original shipping charges and additional shipping costs may be non-refundable where permitted by law. We will consider the actual costs incurred and the circumstances of each case before determining any refund.

7. Returned Shipments and Reshipping

If a shipment is returned to VINTY Hair because of an incorrect or incomplete address, refusal of delivery, unpaid import charges, failure to collect the parcel, or another delivery issue attributable to the customer, we will review the shipment and any costs incurred.

If reshipping is available, the customer may be required to pay the applicable reshipping fee and any outstanding charges before the order is dispatched again.

Reshipping is subject to product availability, carrier acceptance of the delivery address, and the customer's confirmation of the shipping arrangements.

If reshipping is not possible or the customer does not wish to proceed, any eligible refund will be assessed in accordance with this policy and applicable law.

8. Order Cancellations

Customers who wish to cancel an order should contact hello@vintyhair.com as soon as possible. Cancellation requests are not guaranteed once an order has entered processing, been prepared for dispatch, or been shipped.

If VINTY Hair determines that it cannot fulfil an order or reasonably proceed with shipping, including where an address cannot be validated or shipping arrangements cannot be completed, we may cancel the order and notify the customer.

For orders cancelled by VINTY Hair before dispatch, a refund will be issued for the cancelled order, including applicable shipping charges and taxes paid, subject to applicable law.

Once an order has been shipped, cancellation may no longer be possible. Any subsequent return, refund, or reshipment will be assessed under this policy and applicable law.

9. Refund Processing

Where a refund is approved, it will be issued to the original payment method whenever possible.

Once processed by VINTY Hair, the time required for the refund to appear in the customer's account depends on the payment provider or financial institution.

If a refund is subject to documented costs from a refused or unclaimed shipment, we will determine the eligible refund amount based on the circumstances, actual costs incurred, and applicable law.

10. Contact Us

For questions about returns, refunds, shipping delays, customs charges, or delivery issues, please contact:

VINTY Hair
Email: hello@vintyhair.com

Please include your order number in all order-related correspondence so we can assist you as efficiently as possible.

Thank you for shopping with VINTY Hair.