Refund policy
VIJ Collective Returns & Refunds Policy
Last Updated: September 2026
At VIJ Collective, we want you to be pleased with your purchase. Many of our products are made to order specifically for each customer, while others may be produced or stocked directly by us.
Our approach is simple:
If we made it wrong, we’ll make it right.
Please review the policy below before placing your order.
Made-to-Order Products
Many VIJ Collective products are created specifically after an order is placed, either by us or through our production and fulfillment partners.
Because these products are made to order, they are not eligible for returns, refunds, or exchanges due to change of mind, incorrect size selection, fit preference, color preference, or other customer preference.
This includes made-to-order apparel, mugs and other products identified as made to order.
For apparel, please review the product description and available size guide carefully before ordering.
Damaged, Defective or Incorrect Items
If we made it wrong, we’ll make it right.
If your product arrives damaged or defective, or if you receive an item that does not match what you ordered—for example, the wrong product, size, color or design—please contact us within 7 days of the tracking-confirmed delivery date and provide:
- Your order number
- A description of the problem
- Clear photographs showing the product and issue
Once we review and verify the issue, we will work with you to provide an appropriate resolution, which may include a replacement or refund.
There is no additional product or shipping charge to the customer when the problem resulted from an error by VIJ Collective or one of our production or fulfillment partners.
Apparel Sizing
Please carefully review the size information provided on the product page before ordering.
If you receive the size you ordered, but later determine that you need a different size, a made-to-order item generally cannot be returned or exchanged.
If we send you a different size from the one you ordered, we will make it right.
Personalized or Custom Products
Personalized or custom products are final sale and cannot be returned or exchanged unless they arrive damaged, defective, or different from what was ordered.
Please carefully review any names, dates, wording, images, sizes or other customization information before submitting your order.
Non-Made-to-Order Merchandise
Certain products may be stocked rather than made to order. If a product is eligible for returns or exchanges, the applicable terms will be identified on the product page.
Eligible merchandise must generally be unused, unworn, unwashed and in its original condition. All returns require prior authorization as described below.
Exceptions
We understand that unusual circumstances can occur.
If you have a concern that is not specifically covered by this policy, please contact us. We may review individual situations and, at our discretion, offer an accommodation when appropriate.
Any exception we make in an individual situation does not change our general Returns & Refunds Policy or guarantee the same resolution for other orders.
Shipping Address Errors
Customers are responsible for providing a complete and accurate shipping address at checkout.
If an order is returned because of an incorrect or incomplete address provided by the customer, additional shipping charges may be required to resend the order.
Please contact us as soon as possible if you discover an address error. Once an order has entered production or shipped, we may not be able to change or redirect it.
Refunds
Approved refunds will be submitted to the original payment method. Once submitted, the time required for the refund to appear in your account will depend on your bank, credit card company, or payment provider.
Original shipping charges are generally non-refundable unless the refund results from an error by VIJ Collective or one of our production or fulfillment partners.
Returning an Item
Please do not return or ship any item to us without first contacting us and receiving return authorization. Items returned without prior authorization may not be eligible for a refund, exchange, or replacement.
If a return is authorized, we will provide return instructions, including the appropriate return address and any applicable shipping information. Return shipping costs and label arrangements will be communicated at the time of authorization.
Please do not send returns to the address shown on your original package unless specifically instructed to do so.
How to Contact Us
If there is a problem with your order, please use our Contact Us page and include your order number and details about the issue.
We appreciate the opportunity to review the situation and make things right when something has gone wrong.