My daughter purchased a pair of sweatpants for her sister for Christmas. When they arrived, they were way too small. In accordance with the companies return policy we contacted them within 30 days of receiving the item. The item was unworn/unused and its exact condition that it was received in.
Our item was purchased, and it was not on sale at time of purchase. We have proof of purchase. We contacted their support team as requested. We wanted to and are willing to ship the item back. Their return policy does not state anything about where the returns will need to be shipped back to.
After we contacted them to initiate the return and only after we contacted them we were told "We also do not encourage returning the items, due to high risk of the items being lost in transit during the international shipping since returns have to be to the originating country. To make it easier, you may keep the item/s you have received, and we'll process an immediate refund of 30% of the item costs."
Keeping the item does not do our family any good since no one in our family can wear the item that is too small.
Also, on their website is OUR PROMISE “We stand behind everything we sell. If for whatever reason you decide you are not satisfied, you can quickly contact our helpful support team to get an easy refund. We just ask that you give the product a one-week (if still not satisfied) we'll refund you, no questions asked."
This EXACT statement appears on the Visual Vintage website and is a misrepresentation of fact considering ALL of the Refund Policy requirements have been met, yet Visual Vintage continues to refuse to authorize the refund. In fact, prior emails from Visual Vintage "discouraging" return due to shipping concerns and offering a partial 30% refund is manipulative and is in no way supported by any known policies published by Visual Vintage.
Then after reaching out to them again we were told that they no longer sell the item and that their system would not even allow them to give us the 30% refund. It is not the consumers problem if their system will not process a refund. That is their issue to fix. They have now changed their story saying the item was on sale and that we are only in entitled to a store credit of $25.00.
We have the order summary provided by the company at the time of purchase and it does not reflect at all that the item was on sale. I do not believe it was and asked for proof which they have not supplied. A store credit also does not help us in any way since we plan to never do business with this company again.