Refund & Returns Policy

1. 30-Day Satisfaction Guarantee

You have 30 days from the date you receive your order to contact us if you are not satisfied for any reason. Within this period, you can request a full refund or a replacement of the same item (where available).

To start a return or refund, contact our support team at help@vettil.com with your order number, the email address used at checkout, and a brief description of the issue (with clear photos if it relates to quality, print, or embroidery).

2. Custom & Personalised Products

Most Vettil products are personalised based on the images and details you upload. Because each item is made to order and unique to you, we generally do not restock or resell returned personalised items. However, we still offer our 30-day satisfaction guarantee.

• If we make a mistake (for example, wrong design, spelling that differs from what you provided, wrong item, misprint, or damage in transit), we will remake and resend your order at no cost to you or issue a full refund (including any shipping you paid).
• If you simply change your mind or are not fully happy with the result, please still contact us. We will work with you on a re-design, remake, or refund on a case-by-case basis and may ask for photos so we can improve our process.

3. Condition of Returned Items

Where we ask you to send an item back, items should be returned in a reasonable condition and securely packaged. Please do not send items back without contacting us first, as we need to give you the correct return address and instructions.

4. Return Shipping Costs

• If the issue is our fault (for example, defective product, wrong item sent, quality issues, or damage in transit), we will either provide a pre-paid return label, reimburse reasonable return postage costs, or in some cases ask you to keep or dispose of the item and still refund or replace it.
• If you change your mind (and we agree to a return outside of any statutory cooling-off period that applies), you may be responsible for return shipping costs. Any original shipping fees are generally non-refundable, unless we tell you otherwise.

5. Non-Returnable Items

For practical and hygiene reasons, some items may be non-returnable unless faulty (for example, certain intimate apparel or heavily personalised pieces). If this applies, it will be clearly stated on the product page. Digital gift cards and final-sale items (if marked as such) are non-refundable, except where required by law.

6. Lost, Delayed, or Stolen Parcels

Once your order has shipped, we will send you tracking information where available. If tracking shows "delivered" but you have not received your parcel, please first check with neighbours, household members, and your local delivery office, then contact us at help@vettil.com and we will do our best to assist.

We are not responsible for parcels that are lost or stolen after delivery is confirmed, but we will always try to help you find a solution with the carrier.

7. How Refunds Are Processed

Approved refunds will be issued to your original payment method. Please allow 5–10 business days for your bank or payment provider to process the refund after we have confirmed it. If you have not received a refund within that time, please first check with your bank or payment provider, then contact us at help@vettil.com.