Refund policy

Vibez Sàrl-S
Last updated: 02 February 2026


At Vibez Sàrl-S, we take pride in delivering high-quality custom products, gifts, and event solutions. This Return & Refund Policy explains when returns, refunds, and replacements are available.


1) Custom Products (No Returns – Final Sale)


Custom and personalized products are made specifically for you, including:

  • Printed shirts, hoodies, mugs, tumblers, bottles, caps

  • Personalized gift items

  • Custom cards, labels, tags

  • Gift baskets with customized elements

  • Any item made with your logo, text, photo, or design


Under EU consumer law, custom-made products are not eligible for the 14-day withdrawal (cool-off) period.


Therefore:

✅ No returns or cancellations after production has started
❌ No refunds for design approval mistakes (after approval)
❌ No exchanges for size, color, or design once produced


If there is a manufacturing defect, please refer to Section 4.


2) Standard Products (14-Day Return)


If you purchase a non-custom, ready-made product (standard item), you may return it within:

➡️ 14 days of receiving the product

To be eligible:

  • The product must be unused

  • In its original packaging

  • In resalable condition

You are responsible for return shipping unless the item is defective.

To start a return:
📧 Email: info@onlinevibez.eu
Include your order number, full name, and reason for return.


3) Non-Returnable Items


For hygiene, safety, or regulatory reasons, the following cannot be returned:

  • Personalized/custom items

  • Used or worn items

  • Damaged items caused by misuse

  • Perishable foods or fragile items included in gift baskets

  • Event services (see your event contract)


4) Damaged, Defective, or Incorrect Items


We aim for perfect quality, but if something is wrong, we will fix it.


Inspection Window: 3 Days

You must report:

  • Damage

  • Printing errors

  • Missing items

  • Incorrect product received

within 3 days of delivery.

Please send:

  • Photos of the item

  • Photos of packaging (if damaged)

  • Order number

  • Description of the issue


If the error is ours, we will:

✔ Replace the item
✔ Reprint the item
✔ Or issue a refund (case-based)


5) Refund Processing


Once your return is approved:

  • Refunds will be issued to your original payment method

  • Processing time: up to 14 business days after inspection

  • Shipping costs are non-refundable (unless defective)

We may deduct value for excessive handling or damage to the product.


6) Exchanges


Exchanges are only possible for standard (non-custom) items and only if stock is available.

Custom products cannot be exchanged.


7) Event Services Refund Policy


Event bookings follow our Event Terms:

  • 50% fee if cancelled within 15 days of the event

  • 100% fee if cancelled within 5 days of the event

  • Deposits (40%) are non-refundable

  • Vendor fees already paid are non-refundable


If Vibez Sàrl-S must cancel due to a force majeure event, we will work with you to reschedule.


8) Wrong Address or Delivery Failure


If the customer provides an incorrect address:

  • Re-delivery fees apply

  • No refund for lost items caused by incorrect customer information

If the carrier returns the package due to non-collection, re-shipping costs apply.


9) Late or Missing Refunds


If you haven’t received your refund after the stated time:

  1. Check with your bank

  2. Contact your card provider (processing times may vary)

  3. If still unresolved, email us: info@onlinevibez.eu

We will assist you promptly.


10) Contact Us


For returns, replacements, or refund inquiries:

📧 info@onlinevibez.eu
🏢 Vibez Sàrl-S
6 rue des residence
L-2434 Senningerberg
Luxembourg
🌐 https://onlinevibez.eu