At VBR THIVIAS TRADING (202103127324 (CA0323254-H)), every product goes through a detailed inspection before being packed and shipped. As our collections consist of batik apparel and handcrafted accessories, each piece is unique. Natural differences in pattern, shade, or stitching are to be expected as part of the artisanal process. These variations add character and authenticity and will not be classified as defects.
Returns and refunds are accepted only under specific conditions. Customers may submit a request if the product arrives defective, damaged during delivery, or if the wrong size, style, or item was sent due to our oversight. To qualify for a return, the request must be made within seven (7) days of receiving the parcel. All items must be returned in the same condition as received — unused, unwashed, unaltered, and with the original packaging, tags, and labels intact. Any failure to meet these conditions may result in the request being declined.
Please note that certain categories of items are strictly non-returnable. These include products purchased during sale, promotional, or clearance campaigns, as well as handcrafted batik pieces with minor variations in motif, shade, or detailing. We also cannot accept refund or return requests related to delays caused by courier handling, customs inspections, or import taxation, as these matters are beyond our control. Items that have been worn, washed, or altered in any way are also ineligible.
To begin a return or refund process, customers should email us at vbr-thivias@outlook.com. The message must include the order number, a clear description of the problem, and supporting photographs if relevant. Once your request has been received, our customer service team will review the claim and respond with instructions. You may be asked to ship the item back to us for inspection before approval can be granted.
Refunds will only be processed once the returned item has been received and examined by our quality assurance team. If approved, the refund will be issued to the original payment method within 7–14 working days, depending on your bank or payment provider. In cases where replacement is available and preferred, we will arrange for the correct product to be shipped as soon as possible.
Please note that return shipping costs are generally the responsibility of the customer, unless the return is due to our error (such as sending the wrong product or a defective item). In such cases, we will cover or reimburse reasonable return shipping expenses.
We strongly recommend that customers use a reliable courier service with tracking for any return shipments, as VBR THIVIAS TRADING will not be responsible for parcels lost or damaged during the return transit. By purchasing from us, customers agree to these terms and understand that our policies are designed to protect the integrity of our handcrafted collections while ensuring fair solutions for genuine issues.