Overview
At Shop Vizoe, we want you to shop with confidence. If you are not completely satisfied with your purchase, we are here to help.
Our refund and returns policy lasts 7 days from the date you receive your order. If more than 7 days have passed, we may not be able to offer you a refund or exchange.
To qualify for a return, your item must:
- Be unused and unworn.
- Be in the same condition as when you received it.
- Be returned with all original packaging, tags, and accessories.
- Be accompanied by a receipt or other proof of purchase.
Items That Cannot Be Returned
The following items are not eligible for returns or refunds:
- Gift cards.
- Downloadable digital products
- Any fashion item that has been worn, washed, altered, stained, or damaged after delivery.
- Items purchased and personally collected by the customer from any official Shop Vizoe pickup point.
- Items returned without proof of purchase or an official receipt.
Important: If you collect your order from one of our pickup locations, you must receive and keep your purchase receipt. The receipt will be required for any exchange, or warranty-related request only.
Situations Where a Reduced Refund May Apply
In some situations, we may approve only a partial refund instead of a full refund.
This may happen if:
- The item is returned without its original packaging or tags.
- The item shows signs of use, wear, washing, perfumed, or poorly handled by the client.
- Parts or accessories that came with the product are altered or poorly handled..
Each return will be inspected before a refund decision is made.
Refund Process
Once we receive your returned item, our team will inspect it carefully.
We will send you an email confirming that we have received your return and let you know whether your refund has been approved or declined.
If your refund is approved, it will be processed using your original payment method. Depending on your bank, mobile money provider, or payment service, it may take several business days before the refund appears in your account.
Late or Missing Refunds
If you have not received your refund:
- Check your bank account or Mobile Money account again.
- Contact your bank or payment provider, as refunds sometimes take a few days to process.
- If you still have not received your refund after completing the above steps, please contact us at:
Email: desmatstyles@gmail.com
Sale and Promotional Items
Products purchased during outdoor sales events, promotional campaigns, clearance sales, using vouchers, or at discounted prices outside the Shop Vizoe online store are generally not eligible for a cash refund.
However, if the item arrives damaged, defective, or you receive the wrong product, we will gladly assist you with an exchange or another suitable solution.
Exchanges
We are happy to exchange eligible items for another similar and identical item if:
- You received the wrong item.
- The item arrived damaged or defective.
- You need a different size or colour (subject to stock availability).
- The item is returned unused, unworn, and in its original condition within our 7-day return period for exchange.
To request an exchange, please contact us first at:
Email: desmatstyles@gmail.com
or Whatsapp us on +256781912800
Our customer service team will guide you through the exchange process and provide the appropriate return or pickup location.
Gifts
If an item was purchased as a gift and delivered directly by Shop Vizoe to the recipient, the recipient may qualify for a gift credit or refund once the returned item has been received, inspected, and approved.
Before processing any refund to the recipient, Shop Vizoe will contact the original purchaser to confirm that they authorize the refund to be sent directly to the recipient. If the purchaser gives their approval, the recipient will be asked to provide their preferred payment account details so the refund can be processed. If the purchaser does not approve, the refund will be issued to the original purchaser using their original payment method.
If the gift was first delivered to the purchaser and later given to the recipient, any approved refund will be issued only to the original purchaser. Shop Vizoe is responsible only for deliveries made directly by us. Once an order has been successfully delivered to the purchaser, we cannot be held responsible for any damage, loss, alterations, exchanges, or other changes that may occur after the purchaser transfers the gift to another person.
Returning Your Item
Before returning any item, please read through our refund policy document. If you need further explanation or guidance contact our customer support team for return instructions.
Customers are responsible for the cost of returning items unless:
- We shipped the wrong product.
- The item arrived damaged.
- The product has a manufacturing defect.
If a refund is approved, any applicable return shipping costs may be deducted from your refund.
For valuable items, we recommend using a trackable delivery service to ensure your package reaches us safely.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Need Help?
If you have any questions about returns, exchanges, or refunds, our customer support team is always happy to assist.
Email: desmatstyles@gmail.com
WhatsApp: +256 781 912 800