Returns Policy

Returns and Exchanges Policy FAQ

Starting online returns is easy

Go to the Returns page where you'll see the Returns portal.
Enter your order number and email address into the returns portal
Select the order and items you want to return or exchange, and follow the instructions, follow steps complete the returns request and submit.
Once your request is approved, you will get email update notifications with shipping guidelines.

THIS MUST BE DONE THROUGH THE RETURNS PORTAL.

PLEASE FOLLOW THESE STEPS SO WE CAN PROCESS YOUR RETURNS OR EXCHANGES

1. Pack all the returned items, along with a print-off of your confirmation of purchase email, and a note specifying your RMA number securely in a package.

2. Go to the local post office, or another carrier, to ship the package.

3. You will get the update on the return page and email.

The Returns Address:

159 Studley Court, Derrimut, Melbourne Victoria, 3026, Australia

Once your returned item is received and inspected in accordance with the Returns portal as provided by you, we will send you an email to notify you that we have received your returned item and inform you of the approval or rejection of your requested return or exchange where approved,

If your request for a refund is rejected, we will send you an email to notify you of that outcome and the supporting reason(s).

You are responsible for paying the shipping costs to return the item(s) to us and also for us to resend your new items to you.

What items are returnable? (eligible for returns)

30-day return policy, which means you have 30 days after receiving your item to request a return.
In unused and resellable items, or defective items.
In the original packaging with all the tags intact.
You’ll also need the receipt or proof of purchase.

What items and exceptions are non-refundable?

Intimate goods (unless deemed defective or faulty)
Gift cards.
Sale and Discounted items.

We will also not refund or accept a return of goods purchased where:

you have simply changed your mind in relation to the goods;
you have found the goods cheaper somewhere else;
you did not receive the goods by a particular time previously undisclosed;
you have decided that you do not like the goods and/or purchase; and
you have no use for the goods.
Where you do not have sufficient proof of purchase for the good(s) that you are seeking to return, we are not obliged to accept the return or issue any exchange, refund or store credit.

Damage, loss, or theft issues

If the purchased product is faulty, reach out to us within 7 days of the delivery date.
If the purchased product is lost or theft, Please collect evidence and contact us immediately.

Associated costs

If there was an error with your order, we will pay the shipping costs for you to return the item(s) to us and also to resend your new items to you. This may include being sent the wrong item or size, and damaged or faulty products.
If the error was your's, you are responsible for paying the shipping costs to return the item(s) to us and also for us to resend your new items to you. This may include ordering the wrong item or size, and change of mind situations.

Refunds and Exchanges

Returns and inspection

Once your returned item is received and inspected in accordance with the Returns portal as provided by you, we will send you an email to notify you that we have received your returned item and inform you of the approval or rejection of your requested return and where approved,
If your request for a refund is rejected, we will send you an email to notify you of that outcome and the supporting reason(s).

Refunds

Where you have elected for a refund, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. The processing of this is dependent on your financial institution. You will debited the free postage that was applied to your order if the item has no faults and is just because you do not want the item. We will send you an email to notify you that we have processed your refund.

The amount you are refunded may also be reduced due to:

Fees charged by your credit card company or the company through which you made your payment i.e. Paypal, Afterpay and Zippay. You should contact your financial institution or the company providing the payment method to determine any costs they may charge for accepting a refund. Should you wish to avoid these fees, you can accept the option for Store Credit

Free shipping received with your initial order, where you seek a refund and this causes the overall original order value to fall below the $120 free shipping limit. In this case, the direct reasonable cost of shipping associated with the good(s) as retained by you from the original order, will be deducted from the amount refunded.

Replacement

Where you have elected for a replacement of the item, a replacement order will be processed and shipped to you. a postage cost for exchanges is $8
If the exact item is no longer in stock, we will offer you a replacement item to the original item of the same or equal value. Where this is not accepted, we will process a refund.

Shipping reimburse

Where the goods are deemed as defective or faulty, we will reimburse your direct reasonable shipping costs to return the item to us, on presentation of receipts confirming such costs incurred.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, we allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replacement item will be shipped to you.

There are certain situations where only partial refunds or store credit are granted

We may, in our discretion, allow for a partial refund or store credit where:

Any item is returned not in its original condition, or that is damaged or missing parts for reasons not due to our error; or
Any item that is returned more than 30 days after delivery.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company or the company through which you made your payment, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all the above and you still have not received your refund yet, please contact us at info@villin.co

Incorrect items

If you were sent the wrong item, we will pay the return shipping costs of both reimbursing you for sending the incorrect item back to us and also our sending you the new item in accordance with your order.
If you have ordered the wrong size you will need to pay for the return shipping costs of both sending the incorrect item back to us and also our sending you the new item.

Gifts

Where you receive an item as a gift and have the proof of purchase, you have the same rights as the original purchaser, as set out in this Returns Policy.
Where you receive the item as a gift and don’t have proof of purchase but wish to obtain a replacement item:
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit for the value of your return. Once the returned item is received and inspected, we will send you an email with your unique store credit code; or
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will have to send a refund to the gift giver to pass on

Shipping

Please send your return package and completed Returns Slip to: 8 Paraweena Drive Truganina, 3029 Melbourne Victoria, Australia
Once sent, please email a copy of the receipt and tracking number to info@villin.co
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refund solutions

Refund to original payment method.

How soon will I get my refund?

After your return has been processed, you will receive a refund notice from us and it will take an additional 1-3 business days for the refund to be returned to your original payment method. The refund to the store credit is immediate.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@villin.co.

Entire Agreement

The failure of us to exercise or enforce any right or provision of this Returns Policy shall not constitute a waiver of such right or provision.
This Returns Policy and any policies or operating rules posted by us on this site or in respect to the goods constitutes the entire agreement and understanding between you and us and govern your use of the service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of this Returns Policy).
Any ambiguities in the interpretation of this Returns Policy shall not be construed against the drafting party.

Governing Law

This Returns Policy and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Queensland, Australia.
To the extent permitted in your local jurisdiction, this refund policy is governed by the laws in force in Queensland, Australia. You agree to submit to the non-exclusive jurisdiction of the Queensland courts and agree that those courts are a convenient forum in which to resolve any dispute arising in relation to these terms and conditions (and any contracts between you and us which arise through your use of this website).

Changes to Terms of Service

You can review the most current version of this Returns Policy at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of this Returns Policy by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to this Returns Policy constitutes acceptance of those changes.