Returns and Exchanges

If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer free returns or exchanges within 30 days of receiving your order. You can return your product for store credit, a different product, or a refund to the original payment method. Find out more below - 

I changed my mind – I’d like to make an exchange or return please 

We understand!  

If you wish to return or exchange your purchase because it wasn’t quite what you were expecting, or you simply changed your mind, please email our team within 30 days of receiving your order to obtain approval to return your purchase.  

Please include your order invoice when emailing to request your return or exchange.  

Please Note: 

  • Returns or exchanges must be sent back to VANCHI at the buyer’s cost. We will provide the shipping address when the return/exchange is approved. A tracking number must be provided for all returns or exchanges. 
  • VANCHI do not refund the original shipping cost of the order, or the cost to the buyer to return the order to VANCHI 
  • If exchanging a product, VANCHI will issue the buyer with a store credit to the value of the order/product/s, minus shipping costs, to place a new order for the desired product.  
  • To be eligible for a return or exchange, the item/s must be unused, and in the exact condition that you received it/them. Tags and packaging must be intact.  
  • Sale items cannot be exchanged or returned 

      OOPS! I made a mistake – can I change the details on my order? 

      Sure! We’ve all been there. 

      Please get in contact with us by phone as soon as possible after placing the order to let us know the details you need to change. If we haven’t already dispatched the order, we are more than happy to make amendments to the following –  

      • Change of Delivery Address 
      • Change of Phone Number/Email address 
      • Change of Item Colour or Style (Must be the same price) 
      • Upgrade from Standard to Express Post (We will send a PayPal money request for this) 

      Can I cancel my VANCHI order before it is shipped? 

      If you have placed an order and wish to cancel it, please contact our team as soon as possible after placing the order. Where the order has not been processed, we may be able to cancel your order.  

      If your order has already been processed, you will need to follow the returns & exchanges procedure.  

      VANCHI Product Warranty 

      We take great pride in the quality craftsmanship of each product we make. That’s why we’re willing to offer a 100% manufactures guarantee for 12 months from the date of purchase.  

      The VANCHI crew diligently check all products individually before they are sent, however in the unlikely event that a fault or damage is overlooked, please contact us via email info@vanchi.com.au and we would be glad to help in any way we can. 

      When sending a warranty request, please provide the following information –  

      • Purchase Invoice with purchase date 
      • Pictures of the issue 
      • The batch number of the product – this can be found on the care label. The batch number will look like this - eg: AU5:9100 

        Please note: 

        The VANCHI Product guarantee does not cover damages caused by improper care, misuse, accidents or natural breakdown of the materials over extended time and use. All products will be evaluated by VANCHI and will be repaired or replaced at our discretion. 

        All goods will be inspected on return. It is VANCHI’s sole discretion to determine if the item(s) have been damaged other than original manufacturing defects. If that is the case, the item(s) will be returned to you at your cost and no exchange/return provided.    

        *Please keep your proof of purchase as returns or exchanges without this will be at the discretion of VANCHI. 

        I’ve emailed - What will happen next? 

        Whilst we make every effort to get back to you on the same day, as we are a family business please allow up to 2 business days for a response. A VANCHI customer care team member will be in contact with you within this time frame to make personalized arrangements.