Returns & Refunds
This page separates normal returns, problem-goods claims and EU statutory withdrawal so that the applicable costs and rights are clear.
Change of mind / non-defective
Request within 14 calendar days after receipt. Customer pays return shipping. Items should be unused, unworn, unwashed, in original condition and with original tags where applicable.
Damaged / defective / incorrect / incomplete
Contact customer support. The merchant pays applicable return shipping and, for an exchange, applicable replacement shipping. Mandatory statutory rights remain unaffected.
EU 14-day withdrawal
Where EU distance-selling rules apply, consumers generally have a 14-day statutory right of withdrawal from receipt without giving a reason. Mandatory statutory rules take priority over the commercial return policy.
How to start a return
Contact us
Email support@pitchvix.com within the applicable period.
Receive instructions
Customer support provides the return steps and applicable return address.
Send the item
Follow the return instructions and keep appropriate proof of shipment.
Resolution
After receipt and any necessary review, the approved refund or exchange is processed.
Return address: the registered address is not automatically the return address. Do not send returns there unless the return instructions specifically direct you to do so.
Who pays the shipping cost?
| Reason | Return shipping | Replacement shipping |
|---|---|---|
| Change of mind / size preference / personal preference / non-defective | Customer | Customer, if exchanging |
| Damaged / defective / incorrect / incomplete | Merchant | Merchant, if exchanging |
| EU statutory withdrawal | Customer where properly disclosed and legally permitted | Not automatically applicable |
Standard original delivery cost
Where an EU consumer validly exercises the statutory right of withdrawal, the standard original delivery cost must be refunded where required by applicable consumer law. If the customer selected a more expensive delivery method than the least expensive standard option offered, the supplementary amount above that standard cost does not have to be refunded to the extent permitted by law.
After a withdrawal notice, goods should be returned in accordance with the applicable statutory rules. The merchant may withhold the statutory refund where legally permitted until the returned goods are received or the customer provides evidence that the goods have been sent back, applying the condition required by law.
Refund timeline and method
Approved refunds generally return to the original payment method. The internal processing target is within 7 business days after returned goods are received and any necessary review is completed. This target does not extend, replace or reduce a mandatory statutory refund deadline. A bank, card issuer or payment provider may take additional time to post the refund.
Where applicable
If such products are offered, clearly personalised, custom-made or made-to-order goods may fall within a statutory withdrawal exception where applicable law permits. This does not remove rights relating to defective, damaged, incorrect goods, merchant production errors or other mandatory statutory rights.
Consumer rights remain protected
Nothing in this policy limits Mandatory Statutory Consumer Rights.