Last updated: August 27, 2026
At Vitraelle, we want you to be completely confident in your purchase. If something is not right with your order, please review the policy below and contact us before returning any item.
30-Day Return Policy
You may request a return within 30 days of the date your order is delivered.
To be eligible for a return, the item must:
- Be in the same condition in which it was received
- Be unused and free from signs of wear or use
- Be free from scratches, chips, cracks, stains, odors, or other damage
- Include all parts, accessories, and components originally supplied
- Be returned in its original packaging whenever reasonably possible
- Include proof of purchase or your order number
Please do not send a product back without contacting us first. Returns sent without prior authorization may be delayed, refused, or returned to the sender.
Change-of-Mind Returns
If you simply change your mind, order the wrong product, or decide that the product is not suitable for you, you may request a return within the 30-day return period provided the product meets the eligibility requirements above.
For change-of-mind returns, the customer is responsible for the cost of return shipping. Any original shipping charge paid by the customer, if applicable, is non-refundable unless required by law.
We strongly recommend using a trackable shipping service and packaging the product carefully. Vitraelle cannot be responsible for a customer return that is lost or damaged while being shipped back to us.
Damaged Items
Please inspect your order as soon as it arrives. If your product arrives damaged, contact us as soon as reasonably possible.
To help us verify and resolve a damage claim, we may request:
- Clear photographs or video of the damaged product
- Photographs of the exterior and interior packaging
- A photograph of the shipping label
- Your order number
- Additional reasonable information needed to evaluate the claim
Please keep the damaged item and all original packaging until your claim has been resolved. We may require the item to be returned or made available for carrier inspection.
Once the claim has been verified, Vitraelle may provide a replacement or refund, depending on the circumstances. Where a return of a verified damaged item is required, Vitraelle will cover the authorized return shipping cost.
Incorrect Items
If you receive an item different from what you ordered, please contact us and provide photographs of the item received together with your order number.
Once verified, we will arrange an appropriate resolution. If a return is required for an incorrectly supplied product, Vitraelle will cover the authorized return shipping cost.
Damage Caused After Delivery
Our damaged-item policy does not cover damage occurring after successful delivery due to misuse, accidents, improper handling, dropping, impact, improper storage, unauthorized modification, normal wear and tear, or failure to follow appropriate care instructions.
Vitraelle crystal products are intended to be handled with care. Unless specifically stated otherwise, they should be hand washed and should not be placed in a dishwasher.
Used Products
Products showing evidence of use may not qualify for a change-of-mind return. This includes products with liquid residue, stains, odors, scratches, chips, signs of washing, wear, or damage occurring after delivery.
We reserve the right, to the extent permitted by applicable law, to refuse a refund or make an appropriate deduction where a returned product has been used, damaged, altered, or returned in a materially different condition from the condition in which it was received.
Return Inspection
All returned products may be inspected before a refund is approved.
Receiving a returned package does not automatically mean that the return has been accepted or that a refund has been approved.
If an item does not meet the requirements of this policy, we may decline the return or refund to the extent permitted by applicable law.
False, Fraudulent, or Abusive Claims
Vitraelle reserves the right to investigate return, refund, replacement, and damage claims where there is reasonable evidence of fraud, abuse, misrepresentation, or manipulation.
This may include, for example:
- Falsely claiming that an item was not received
- Falsely claiming that an item arrived damaged
- Intentionally damaging a product in order to obtain a refund or replacement
- Submitting photographs or evidence that do not relate to the order in question
- Returning a different product from the one originally supplied
- Returning an incomplete product while claiming the complete order was returned
- Attempting to receive both a refund and a replacement for the same claim
- Attempting to obtain duplicate reimbursement through Vitraelle and a payment-provider dispute or chargeback
- Repeated or excessive claims showing a reasonable pattern of return or refund abuse
Where we reasonably determine that a claim is fraudulent or abusive, we reserve the right to refuse the claim, refund, replacement, or future transactions to the extent permitted by applicable law.
Chargebacks and Duplicate Refunds
If you have already contacted us regarding a refund, please allow us a reasonable opportunity to resolve the issue before initiating a payment dispute.
If a chargeback or payment dispute is opened while a refund for the same transaction is being processed, we may pause any additional refund to prevent duplicate reimbursement until the payment dispute has been resolved.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Packages that cannot be delivered because of an incorrect or incomplete address supplied by the customer, refusal of delivery, or failure to collect a shipment are not considered damaged or incorrectly supplied orders.
If such a package is returned to us, we will determine the appropriate resolution after the package has been received and inspected. Additional shipping charges may apply if the customer requests reshipment.
Return Shipping
Do not return an item to the address shown on the shipping package unless we specifically instruct you to do so.
After your return request is approved, we will provide the appropriate return instructions and, where applicable, the return address.
Vitraelle is not responsible for unauthorized returns sent to an incorrect address.
Refunds
Once your authorized return has been received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will normally be issued to the original payment method. Please allow additional time for your bank, credit card company, or payment provider to process and post the refund.
We generally cannot issue a refund to a different card, bank account, or payment method from the one originally used for the purchase.
Order and Customer Verification
To protect both our customers and our business against unauthorized claims, we may request reasonable verification before approving certain refunds, replacements, address changes, or other account-related requests.
Policy Abuse
Our return policy is designed to protect genuine customers and provide fair resolutions when something goes wrong. It is not intended to provide free temporary use of products or reimbursement for products that were successfully delivered and subsequently damaged or misused.
We reserve the right to restrict future purchases or return privileges in cases involving a documented pattern of fraudulent or abusive activity, where permitted by applicable law.
Consumer Rights
Nothing in this policy is intended to exclude, restrict, or override any consumer rights that cannot legally be excluded or restricted under the laws applicable to your purchase.
If applicable law provides you with rights greater than those described in this policy, those mandatory legal rights will apply.
Contact Us
To request a return, refund, replacement, or report a problem with your order, please contact Vitraelle customer support and include your order number and a clear description of the issue.
Please contact us before shipping any product back. We will provide return instructions after reviewing your request.