Returns & Refunds Policy

We accept returns within 7 days of delivery for most items. The return window begins from the date you receive your order. To be eligible for a return, items must be:
• Unused and in original condition
• In original packaging with all tags attached
• Accompanied by proof of purchase (order number or receipt)

The following items cannot be returned:
• Personal care items that have been opened (skincare, cosmetics)
• Hair extensions and wigs once removed from sealed packaging
• Customized or personalized items
• Items marked as 'Final Sale'
• Gift cards
• Items damaged by customer misuse

For hygiene and safety reasons, beauty products can only be returned if sealed and unopened.

To start a return:
1. Contact us via WhatsApp (+232 33 071442) or email (info@vincestore.com)
2. Provide your order number and reason for return
3. We'll confirm eligibility and provide return instructions
4. Package the item securely for return
5. We'll arrange pickup or provide drop-off instructions

Do not ship items back without contacting us first.

Once we receive and inspect your return:
• Inspection takes 1-2 business days
• Approved refunds are processed within 3-5 business days
• Mobile Money refunds appear instantly once processed
• Card refunds may take 5-10 business days to appear on your statement

You'll receive email/SMS confirmation when your refund is processed.

We offer exchanges for:
• Different sizes (where applicable)
• Different colors/variants
• Defective items (replaced with same item)

Exchanges are subject to availability. If the exchange item is a different price, we'll charge or refund the difference.

If you receive a damaged or defective item:
• Contact us within 48 hours of delivery
• Provide photos of the damage
• We'll arrange a replacement or full refund at no cost to you
• No need to return the damaged item in most cases

We take product quality seriously and will resolve issues promptly.

• For defective/incorrect items: We cover all return shipping costs
• For change-of-mind returns: Customer is responsible for return shipping
• We can arrange pickup for a fee of NLe 5 within Freetown
• Items must be securely packaged to prevent damage during return transit

For return or refund questions:
• WhatsApp: +232 33 071442 (fastest response)
• Email: info@vincestore.com
• Phone: +232 33 071442

Our team is available Mon-Sat: 8AM - 7PM to assist with returns.