Refund, Return and Buyer Protection Policy

Vows 2 Vintage LLC

This Policy explains when you can get your money back, how to ask, and how long it takes. It is part of the Terms of Service and works together with the Buyer Agreement and the Seller Agreement.

1. The Short Version

2. What Buyer Protection Is

Please read this Section. It defines exactly what we do and do not promise.

Buyer Protection is a contractual reimbursement commitment from Vows 2 Vintage LLC. If your claim qualifies under Section 3 and you follow the steps in Section 5, we will make sure you receive a refund of the amount you paid, in the circumstances and up to the limits described in this Policy. That commitment is contractual and we intend to be bound by it.

Buyer Protection is not a warranty, guarantee, authentication, inspection, certification, or endorsement of any item, any Seller, or any Listing. We do not inspect items. We do not authenticate items. We do not verify that any statement in a Listing is true. We make no representation about the quality, safety, legality, or authenticity of any item.

Buyer Protection is a refund remedy and nothing more. It does not cover personal injury, property damage, consequential loss, event costs, replacement costs, alteration costs, cleaning costs, travel, or emotional distress. It does not create any duty on our part to screen, inspect, monitor, or investigate items, Listings, Sellers, or transactions.

Our team reviews Listings before they are published, and Sellers complete identity and bank verification with our payment processor before they are paid. Those are practices we follow today. They are not promises about any item, and they do not change anything in this Section.

3. Qualifying Issues

You may open a claim if any of the following is true:

• Not delivered. The item never arrived, and tracking does not show delivery, or tracking shows delivery but you did not receive it.
• Significantly not as described. The item differs materially from the Listing in brand, designer, size, measurements, color, material, or condition grade.
• Measurement off by more than one-half inch. A measurement the Seller took with a tape measure differs from the item by more than one-half inch, measured flat. See Section 3.1.
• Photographs not of the item. The Listing's photographs are not photographs of the item you received, or were altered so that the item looks different. See Section 3.2.
• Undisclosed damage or defect. The item has a flaw, stain, tear, hole, repair, alteration, or damage that was not disclosed in the description and is not visible in the photographs.
• Counterfeit. The item is counterfeit, or is an unauthorized replica or reproduction. This applies even if the Listing said the designer was unconfirmed.
• Damaged in transit. The item was damaged in shipping.
• Wrong item. You received a different item.
• Missing component. A major component the Listing said was included is missing.
• Prohibited item. The item is one we prohibit, including a recalled or stolen item.

3.1 Measurements

Measurements on a Listing are taken by the Seller with a tape measure, with the item laid flat. A measurement is significantly not as described if it differs from the item by more than one-half inch, measured the same way. A difference of one-half inch or less does not qualify.

If a Listing gives only the designer's size, it links to the designer's size chart, and neither we nor the Seller promise how the item will fit. Fit does not qualify on that Listing, but every other qualifying issue still applies, including damage and an item that is not as described.

3.2 Photographs

The first photograph on every Listing must be a real photograph of the actual item. Styled images must be labeled as styled and must show the actual item without generating or altering it. Manufacturer, designer, and stock images must be labeled as such.

If the photographs do not show the item you received, or show it altered so that it looks different, the item is significantly not as described, whatever the description says. A difference from a labeled manufacturer, designer, or stock image does not qualify on its own.

3.3 Designer and brand statements

If a Listing names a designer without saying the designer is unconfirmed, and the item is by a different designer, the item is significantly not as described.

If a Listing says the designer is unconfirmed and explains why the Seller believes who made it, the item does not qualify only because it turns out to be by a different designer. It does qualify if it is counterfeit or an unauthorized replica, or if the reason the Seller gave was false.

3.4 What the Seller tells you in messages

What the Seller tells you in messages through the Services before you buy, about the item's measurements, condition, or other facts, counts as part of the Listing. If it turns out to be materially wrong, it is treated the same as a wrong statement in the Listing.

4. Non-Qualifying Issues

The following do not qualify:

• Fit, sizing, or ordering the wrong size, including on a Listing that gives only the designer's size
• A measurement difference of one-half inch or less, measured flat
• An item that is not by the designer a Listing named as unconfirmed, unless Section 3.3 applies
• A difference from a labeled manufacturer, designer, or stock image
• Buyer's remorse or a change of mind
• A cancelled, postponed, or changed event
• Finding the item cheaper elsewhere
• Color differences caused by screen settings, lighting, or photography
• Wear, flaws, alterations, or repairs that were disclosed in the Listing or visible in the photographs
• Not reading the description, the measurements, or the condition grade
• Any change to the item after delivery, including wearing it at an event, altering it, hemming it, cleaning it, dyeing it, or repairing it
• Delivery delays caused by the carrier, weather, or an address you entered incorrectly
• A claim opened after the 3-day inspection period ended

An item that has been worn at an event cannot be returned for any reason.

5. How to Make a Claim

Step 1. Open the claim within 3 days. Use "Open a Claim" on your order page where it is available, email help@vows2vintage.com, or reply to any email we sent you about the order. Putting "Claim" and your order reference in the subject line helps us, but it is not required. The 3-day period starts when the carrier records delivery.

Step 2. Send evidence within 2 days of opening the claim. Upload it on your order page or attach it to an email. We need clear photographs showing the problem in close up, the whole item, the brand label and any size or care tag, the packaging as it arrived, and the shipping label.

Step 3. The Seller responds within 3 days.

Step 4. We decide within 5 business days of receiving everything we need, and tell both of you in writing.

Step 5. If a return is required, ship it back within 3 days of approval, using the return label we provide, with tracking. The item must be in the same condition you received it, with all tags, components, and original packaging.

Step 6. We process the refund within 5 business days of approval, or within 5 business days of the Seller receiving the returned item, whichever applies.

Missing a deadline may result in your claim being closed. If you need more time, ask us before the deadline passes.

6. What You Get Back

Refunds go to the original payment method. We cannot refund to a different card or account.

7. Partial Refunds

Where an issue is real but minor, and you would rather keep the item, you and the Seller may agree to a partial refund. We can facilitate that. A partial refund closes the claim.

8. Returns for Other Reasons

We do not currently offer returns for reasons other than the qualifying issues in Section 3. If we introduce them, we will update this Policy before they become available.

9. Final Sale Items

The following are final sale and may be returned only if a qualifying issue in Section 3 applies:

• Custom made, made to order, monogrammed, or personalized items
• Items altered to your measurements
• Items marked "final sale," "as is," or "no returns accepted" on the Listing
• Items graded Fair or Poor
• Undergarments, shapewear, and hosiery, which cannot be resold for health reasons
• Fresh flowers, food, and other perishable goods
• Digital or downloadable items

10. Chargebacks

Please open a claim with us before contacting your bank. Our process is faster and does not put your account at risk. If you file a chargeback while a claim is open, we may pause the claim until your bank decides. Filing a chargeback for a non-qualifying reason, or after receiving a refund, may result in account restriction and recovery of the amount from you.

11. Claim Abuse

We track claim patterns. Where the pattern indicates abuse, including repeated claims that are not substantiated, returning a different or damaged item, or claiming an item was not as described after wearing it, we may decline claims, restrict or close the account, recover amounts improperly obtained, and report the matter to our payment provider and to law enforcement.

12. Appeals

If you disagree with a decision, write to help@vows2vintage.com within 30 days with your reasons and any new evidence. A different reviewer will consider it and respond in writing. We continue to hold the payment for the order while an appeal is open. The Dispute Resolution Policy explains this in more detail.

Contact Information

• Company: Vows 2 Vintage LLC
• Address: 25422 Trabuco Road, STE 105-356, Lake Forest, CA 92630
• General and legal notices: hello@vows2vintage.com
• Buyer and seller support: help@vows2vintage.com
• Telephone: (949) 627-8692