Refund policy
Every Vica Abode piece is made to order especially for you. Because each item is produced individually once you order, we are unable to accept returns or exchanges for change of mind, incorrect size selection, or a product simply not being what you expected.
When we will replace or refund
We will replace or refund your order at no cost to you if it arrives:
- Damaged in transit
- Defective, misprinted, or with a manufacturing fault
- Materially different from the item you ordered
Unboxing video required
To make a claim, you must provide a continuous, unedited video of your parcel being opened. The recording must start before the packaging is opened, show the shipping label clearly, and continue until the item is fully removed from its packaging.
Claims submitted without this video cannot be processed. We recommend filming every delivery so you are covered.
How to make a claim
Email support@vicaabode.com within 7 days of delivery and include:
- Your order number
- The unboxing video
- Clear photos of the damage or defect
We aim to respond to all claims within one business day.
Refunds
Approved claims are replaced free of charge, or refunded to your original payment method within 5–7 business days of approval. Original shipping charges are non-refundable.
Cancellations
Orders may be cancelled within 12 hours of purchase, provided production has not already begun. Email support@vicaabode.com as soon as possible.
Claims we cannot accept
- Claims made more than 7 days after delivery
- Claims without a complete unboxing video
- Change of mind, or incorrect size or colour selected at checkout
- Items returned to us without an approved claim
If you have any questions before ordering, please contact us at support@vicaabode.com — we are happy to help.