Refund policy
At V13 Store, we want to ensure you’re satisfied with your purchase. If you experience any issues with your order, please review our return policy below.
Claims for Defects or Errors
If you receive a product that is misprinted, damaged, or defective, please submit a claim within 13 days of receiving your order. For packages lost in transit, claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part will be corrected at no additional cost to you.
To report an issue, please contact us at hi@v13.store with your order details and a description of the problem.
Return Address
Returns are processed at our manufacturer’s facility. If a return is initiated, we will notify you once the returned shipment has been received. Please ensure all returns are directed to the correct address, which will be provided as needed during the returns process.
Incorrect or Insufficient Address
If an incorrect or insufficient address is provided during checkout, the shipment will be returned to our facility. You are responsible for the cost of reshipping once we confirm the updated address with you.
Unclaimed Shipments
Unclaimed shipments returned to our facility may be reshipped at your expense. If reshipping isn’t requested or confirmed within a reasonable timeframe, the items will be donated to charity or otherwise disposed of, without issuing a refund.
Non-Refundable Items
Certain items, including sealed goods such as face masks, are not eligible for return due to health or hygiene reasons. If a returned order includes face masks, it will not be reshipped and will be disposed of without refund.
Returns by Customers
We recommend contacting us at hi@v13.store before returning any products. Except for customers residing in Brazil, we do not accept returns for buyer’s remorse. Size exchanges or returns are offered at your discretion and expense. If you choose to process an exchange, you must place a new order for the desired size or item at your cost.
For customers in Brazil: You may request a return within 7 days of receiving the item, provided it is unused and undamaged. Please include a photo of the product when submitting your return request. Refunds will not be issued if the item shows signs of use or damage.
EU Consumer Notification
In accordance with Article 16(c) and (e) of Directive 2011/83/EU on consumer rights, the right of withdrawal does not apply to:
Goods made to your specifications or clearly personalized.
Sealed goods unsealed after delivery and thus unsuitable for return for health or hygiene reasons.
As such, V13 Store reserves the right to refuse returns at its discretion.
Additional Information
This return policy is governed by Canadian laws and is provided in English. For further assistance or to learn more about our returns process, please contact us at hi@v13.store or consult our FAQs.