Refund policy
Last updated: 2026-09-08
This Refund and Return Policy explains how returns, exchanges, and refunds work at Vicenza (www.vicenzabags.com).
Because we sell and ship to customers in different countries and some products may be fulfilled from different locations, please read this policy carefully before placing an order.
By purchasing from Vicenza, you agree to the terms described below.
YOUR CONSUMER RIGHTS
Nothing in this policy limits or removes any rights you may have under mandatory consumer protection laws that apply to you.
Where local law grants you stronger rights than those described in this policy, those legal rights will take precedence.
In particular, if an item is defective, damaged, or not as described, you are entitled to the remedies available under applicable consumer law at no additional cost to you.
RETURN ELIGIBILITY AND RETURN WINDOW
You may request a return within 7 days of the date your order was delivered.
To be eligible, your request must be submitted within this period by contacting us at:
support@vicenzabags.com
Requests made after the return window has closed may not be accepted, except where a longer period is required by applicable law.
CONDITION OF ITEMS FOR RETURN
To qualify for a return, items should meet the following conditions:
- Unused and unworn, in the same condition in which you received them.
- In the original packaging, where reasonably possible.
- With tags, labels, and protective seals attached, where applicable.
- Accompanied by proof of purchase, such as your order number or receipt.
Items returned in a used, damaged, incomplete, or altered condition, where the issue was not caused by a defect or by Vicenza, may be subject to a reduction in the refund where permitted by applicable law.
NON-RETURNABLE ITEMS
Certain items may not be eligible for return where permitted by applicable law.
These may include:
- Custom, made-to-order, or personalised items.
- Gift cards.
- Products that cannot be returned for hygiene or health reasons once opened or unsealed, where applicable.
Items marked as final sale or clearance may be subject to different return conditions only where permitted by applicable law.
Nothing in this section affects your rights if an item is defective, damaged, incorrect, or otherwise protected by mandatory consumer law.
ORDER CANCELLATION
If you change your mind after placing an order, contact us at:
support@vicenzabags.com
Please contact us as soon as possible.
Orders are usually prepared for dispatch within 1 to 2 business days, so we may be able to cancel or amend an order that has not yet been processed.
Once an order has been dispatched, it may no longer be possible to cancel it, and you may need to follow the standard return process described in this policy.
As a general guide, delivery takes around 3 to 7 business days, depending on the destination, and your return window begins on the date your order is delivered.
HOW TO START A RETURN
To begin a return, contact our support team at:
support@vicenzabags.com
Please include:
- Your order number.
- The name of the item or items you wish to return.
- The reason for the return.
- Clear photos of the product if it is damaged, defective, or incorrect.
Once we receive your request, we will review it and reply with the next steps, including the correct return address and any relevant instructions.
Please do not send items back before receiving confirmation from us, as returns sent without prior instructions may not be processed correctly.
Because some orders may be shipped from different fulfilment locations, the return address we provide may differ from the address shown on the original package.
RETURN SHIPPING COSTS
Customers are generally responsible for return shipping costs when returning an eligible item because they changed their mind, unless applicable law requires otherwise.
If the item received is defective, damaged, or incorrect, Vicenza will cover the reasonable cost of return shipping or provide appropriate return instructions so that you are not required to bear the cost of resolving an error on our part.
We recommend using a trackable shipping service when returning an item.
Original shipping charges will be refunded where required by applicable consumer law.
Additional or upgraded shipping charges may not be refundable where the customer selected a delivery method that was more expensive than the standard delivery option, where permitted by applicable law.
RETURN VALUE AND ITEM CONDITION
Returned items may be inspected after they are received.
Where permitted by applicable law, we may reduce the amount refunded if an item has been handled beyond what is reasonably necessary to inspect its nature, characteristics, and functionality, or if it is returned damaged, incomplete, or with missing components for reasons not caused by Vicenza.
No deduction will apply because of damage, defects, or errors caused by Vicenza.
EXCHANGES
If you would like a different size, colour, or variant, the fastest option is usually to return the eligible item for a refund and place a new order for the item you want.
If you prefer a direct exchange, contact us at:
support@vicenzabags.com
We will let you know whether an exchange is available for your product.
For exchanges that are not related to a defective, damaged, or incorrect item, return shipping costs may be the responsibility of the customer, subject to applicable law.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
We want you to receive your order in good condition.
If your item arrives damaged or defective, or if you receive the wrong product, please contact us at:
support@vicenzabags.com
Please contact us within 7 days of delivery where reasonably possible and include:
- Your order number.
- A description of the issue.
- Clear photos or video showing the damage, defect, or incorrect item.
- Photos of the packaging where relevant.
Once we confirm the issue, we will provide an appropriate remedy in accordance with applicable law.
Depending on the circumstances, this may include a replacement, reshipment of the correct item, repair where applicable, or refund.
Where a return is required because the item is damaged, defective, or incorrect, Vicenza will cover the reasonable return shipping cost.
Nothing in this section limits any additional rights you may have under applicable consumer protection law.
REFUND METHOD
Approved refunds are issued to the original payment method used for the purchase.
We are generally unable to issue a refund to a different card, account, or payment method.
Refunds may be affected by currency conversion, exchange rates, or fees charged by your bank or payment provider. These charges are outside Vicenza's control.
REFUND PROCESSING TIME
Once we receive and inspect your returned item, or once we approve a refund for a damaged, defective, or incorrect item, we will notify you of the outcome.
Approved refunds will generally be processed within 14 days, subject to applicable consumer law.
Where permitted by law, we may wait until the returned goods are received or until you provide evidence that the goods have been sent back before completing the refund.
After we issue the refund, your bank or payment provider may require additional time to make the funds available in your account.
PARTIAL REFUNDS
Where permitted by applicable law, a partial refund may apply if:
- An item is returned with damage that was not caused by Vicenza.
- Parts, accessories, or components are missing.
- The item has been handled beyond what is reasonably necessary to inspect it.
- The item is otherwise returned in a condition that results in a legally permitted reduction in value.
Where a reduction applies, we will explain the reason and the amount.
LATE OR MISSING REFUNDS
If we have confirmed that a refund has been issued but you have not yet received it:
- Check your bank account or payment method again.
- Contact your credit card company or payment provider, as there may be a processing delay.
- Contact your bank, as some institutions require additional time to process refunds.
If you have completed these steps and still have not received the refund, contact us at:
support@vicenzabags.com
GIFTS
If an item was purchased as a gift, any approved monetary refund will generally be issued to the original purchaser using the original payment method.
If you received an item as a gift and it is faulty, damaged, or incorrect, contact us at:
support@vicenzabags.com
We will help arrange an appropriate solution.
CHANGES TO THIS POLICY
We may update this Refund and Return Policy from time to time to reflect changes in our practices, services, or applicable law.
Where required by law, the rights applicable to an order will be determined according to the law and policy terms applicable to that purchase.
Updates to this policy take effect once posted on:
www.vicenzabags.com
The date at the top of this page shows when this policy was last updated.
APPLICABLE CONSUMER LAW
Because Vicenza serves customers in different countries, mandatory consumer protection laws applicable in the customer's country or jurisdiction may provide additional rights.
Where applicable law provides greater protection than this policy, those mandatory legal rights will prevail.
PRIVACY
Personal information shared with us when requesting a return, exchange, or refund will be handled in accordance with our Privacy Policy and used as necessary to process and support your request.
Our Privacy Policy can be viewed at:
https://vicenzabags.com/policies/privacy-policy
For questions about how we handle your personal information, contact us at:
support@vicenzabags.com
COMPANY INFORMATION
Store name: Vicenza
Website:
https://www.vicenzabags.com
Support email:
support@vicenzabags.com
CONTACT US
If you have questions about this Refund and Return Policy or need help with a return, exchange, or refund, please contact us:
Vicenza
support@vicenzabags.com
https://www.vicenzabags.com
We aim to respond to return and refund enquiries as quickly as possible and to make the process clear and fair.