Exchange and Replacement Policy

Last updated: August 3, 2026

This Exchange & Replacement Policy applies to purchases made from Vibe Hoodie Shop, operated by KONIC LLC.

Many Vibe Hoodie Shop products are printed, personalized, or manufactured after an order is placed. For this reason, exchanges and replacements are subject to the eligibility requirements, reporting periods, and procedures stated below.

Depending on the cause and severity of an issue, the available resolution may be a replacement, full refund, partial refund, store credit, or discount code.

All monetary amounts in this policy are stated in Australian dollars (AUD).

This policy should be read together with our Refund Policy, Return Policy, Shipping Policy, and Terms of Service.

Nothing in this policy excludes, restricts, or waives a consumer right, statutory guarantee, warranty, remedy, or other legal protection that cannot lawfully be excluded, restricted, or waived.

Restocking fees: Vibe Hoodie Shop does not charge a restocking fee for an approved claim or authorized return.

1. Incorrect Product, Design, Colour, or Size

If Vibe Hoodie Shop sends a product, design, colour, or size that does not match the order confirmation, contact us within 30 days of delivery.

After verification, you may choose one primary resolution:

• A replacement with the correct product at no additional charge; or
• A full refund for the affected product.

The incorrect product normally does not need to be returned.

If we require a physical return, Vibe Hoodie Shop will provide written Return Authorization, confirm the correct return address, and cover the authorized return-shipping cost.

The customer-selected wrong-size procedure in Section 6 does not apply when Vibe Hoodie Shop sends a size different from the size shown in the order confirmation.

2. Missing Products

If one or more products are missing from a delivered parcel, contact us within 30 days of delivery.

Where possible, provide photographs showing:

• All products received;
• The complete contents of the parcel;
• The external and internal packaging; and
• The shipping label.

A photograph of the shipping label is helpful but is not mandatory if it is unavailable.

After verification, you may choose:

• Shipment of the missing product at no additional charge; or
• A full refund for the missing product.

3. Defective, Damaged, or Poor-Quality Products

Contact Vibe Hoodie Shop within 30 days of delivery if a product arrives with a manufacturing defect, material damage, shipping damage, or substantial print-quality problem.

Examples may include:

• Torn fabric or broken components;
• A materially blurry, incomplete, or faded print;
• Peeling or cracking present upon delivery;
• A substantial manufacturing flaw;
• A product that cannot be used normally; or
• A product materially different from its description.

Please provide a photograph showing the full product and a close-up photograph of the affected area.

For shipping damage, photographs of the external packaging and internal packing materials may also help us review the claim.

• Major issue: A verified defect that prevents normal use may qualify for a free replacement or full refund.
• Minor issue: A verified issue that does not prevent normal use may qualify for a partial refund or store credit.

A physical return is normally not required. If we require one, Vibe Hoodie Shop will cover the authorized return-shipping cost.

4. Colour and Print Placement Tolerances

The colour of a physical product may appear slightly different from website images because of:

• Screen and display settings;
• Lighting conditions;
• Fabric or product materials;
• Ink and printing methods;
• Manufacturing processes; and
• Normal differences between production batches.

A minor colour difference caused by these factors is not normally considered a defect.

For print-on-demand products, a design-placement difference of up to approximately 1–2 inches from the digital mockup may fall within normal production tolerance, provided the product remains correctly made and usable.

A wrong colour variant, materially misplaced design, incorrect orientation, substantial colour discrepancy, or significant printing defect remains eligible for review.

5. Personalized Products

Error Caused by Vibe Hoodie Shop

If the completed personalization does not match the information submitted and confirmed in the order, you may choose:

• A corrected replacement at no additional charge; or
• A full refund for the affected product.

A physical return is normally not required.

Error in Customer-Submitted Information

Customers are responsible for checking all names, dates, photographs, messages, numbers, spelling, capitalization, and other personalized details before submitting an order.

If the product was correctly made using the information submitted by the customer, it does not qualify for a free replacement or full refund.

Vibe Hoodie Shop may provide a 50% discount code toward a corrected replacement order.

6. Customer Selected the Wrong Size

If the product was made and shipped in the size selected by the customer but does not fit, Vibe Hoodie Shop offers a one-time wrong-size replacement.

• The customer pays A$20 per replacement product.
• The charge covers one remake and standard replacement shipping.
• The original product does not need to be returned.
• The replacement is limited to one time for each affected product.
• The replacement size must be available for the applicable product.

If the replacement product itself arrives defective, damaged, or incorrect, that issue will be reviewed as a separate product claim under this policy.

If Vibe Hoodie Shop sends a size different from the size confirmed in the order, the customer may receive a free replacement or full refund after verification.

Evidence for a Size Discrepancy

If you believe that the garment measurements do not match the ordered size, lay the garment flat and provide photographs showing:

• The chest width;
• The garment length; and
• A measuring tape or ruler clearly visible in each photograph.

7. Cancellations and Order Changes

A cancellation request submitted within 24 hours of placing the order qualifies for a full refund, even if production has already started.

Requests to change a size, colour, design, personalization, quantity, or another product detail must also be submitted within 24 hours of placing the order.

Requests to change or correct a shipping address must be submitted within 48 hours of placing the order.

Submit an eligible request through our Modify or Cancel Order page or email support@vibehoodie.shop.

Include the order number and the exact cancellation or change requested.

We will make a reasonable effort to apply an eligible change, but modifications cannot be guaranteed after production, fulfilment, shipping preparation, or carrier processing has begun.

8. Change of Mind

After the first 24 hours, a correctly made product does not qualify for a free full refund or exchange solely because the customer:

• Changed their mind;
• No longer needs the product;
• Prefers another product;
• Does not like the style;
• Does not like the correctly selected colour; or
• Does not like the fit of a product made in the selected size.

For an eligible post-24-hour change-of-mind request, Vibe Hoodie Shop may offer one primary goodwill resolution:

• Store credit; or
• A 50% discount code toward a new order.

A physical return is normally not required for this type of goodwill resolution.

This section does not limit a mandatory statutory withdrawal or cancellation right that applies to an eligible purchase.

9. Lost, Delayed, and Delivered Parcels

Delayed Parcels

If a parcel has not arrived within 30 business days from dispatch, contact Vibe Hoodie Shop so we can begin an investigation.

A delay does not automatically qualify an order for a refund or replacement. The available resolution depends on tracking information, carrier findings, customs status, the destination, and other circumstances.

Parcels Confirmed Lost Before Delivery

If a parcel was never marked as delivered and appears lost, report the issue within 30 days after the latest estimated delivery date.

If the carrier confirms that the parcel was lost before delivery, you may choose:

• A replacement at no additional charge; or
• A full refund.

Tracking Shows Delivered

If tracking shows “Delivered” but the parcel cannot be located, first check:

• Other household members;
• Neighbours or nearby delivery locations;
• Building reception, mailroom, or property management;
• Safe delivery locations around the address;
• The local post office or final-mile carrier; and
• Any delivery photograph or carrier location note.

If the parcel remains missing, contact Vibe Hoodie Shop promptly. We may open a carrier investigation.

A “Delivered” tracking status does not automatically qualify the order for a refund or replacement. Any resolution depends on the available delivery evidence, carrier findings, and shipment circumstances.

10. Address and Failed Delivery Issues

Customers are responsible for providing a complete, accurate, and deliverable shipping address.

If an order has already been dispatched to an incorrect or incomplete address, we may assist with a correction or redirection request where the carrier permits it, but successful delivery cannot be guaranteed.

If a product must be remade or shipped again because of an address supplied by the customer, the customer may be responsible for the applicable remake and shipping charges.

Refused, Unclaimed, or Uncooperative Deliveries

An automatic full refund is not available when delivery fails because the customer:

• Refuses the parcel;
• Does not collect it;
• Does not respond to the carrier;
• Provides an incorrect or incomplete address;
• Does not provide information required for delivery;
• Does not complete customs procedures;
• Does not pay applicable customs duties, taxes, or carrier charges; or
• Otherwise fails to cooperate with reasonable delivery requirements.

Depending on parcel recovery and actual costs already incurred, the available resolution may be:

• A partial refund;
• Store credit;
• A discount code; or
• Reshipment subject to additional shipping, customs, handling, or remake charges.

Vibe Hoodie Shop does not charge a fixed percentage-based restocking fee.

11. Physical Returns

Most approved claims can be resolved using photographs without requiring the original product to be returned.

A physical return is required only when Vibe Hoodie Shop determines that a return is reasonably necessary and provides written authorization.

If a return is authorized, the product must generally be:

• Unworn, except for a brief fit check;
• Unwashed;
• Unaltered;
• Unused beyond a reasonable inspection or fit check;
• Free from customer-caused stains, odours, or damage;
• Returned with original tags where applicable; and
• Packed in the original packaging where reasonably available.

• Verified Vibe Hoodie Shop error: If we require a return because of a verified defect, shipping damage, incorrect product, incorrect design, incorrect colour, or incorrect size, Vibe Hoodie Shop will cover the authorized return-shipping cost.
• Approved goodwill return: If we approve a return that we are not otherwise required to accept, the customer may be responsible for return shipping and applicable customs or carrier charges.

12. Non-Returnable Products

Unless required by applicable law or approved by Vibe Hoodie Shop in writing, the following products are not eligible for a voluntary return or exchange:

• Gift cards;
• Correctly made personalized or custom products;
• Correctly made products subject only to a change of mind;
• Products that have been washed, altered, damaged, or used beyond a reasonable fit check;
• Products affected by customer misuse or improper care; and
• Sale, clearance, or final-sale products.

These exclusions do not apply when an eligible product arrives defective, damaged, incorrect, materially not as described, or incorrectly personalized because of a Vibe Hoodie Shop error.

13. Claim Review and Remedies

We may review:

• The order confirmation;
• The customer’s description of the issue;
• Photographs or videos;
• Product condition and measurements;
• Tracking and delivery records;
• Carrier findings;
• Production or fulfilment records; and
• Other information reasonably required to verify the claim.

After receiving the claim and all required evidence, Vibe Hoodie Shop will normally email an approval or rejection decision within 2 business days.

If required information is missing, we may request it before completing the review.

We may reject a claim that:

• Is submitted outside the applicable reporting period;
• Does not include reasonably required evidence;
• Results from customer misuse, alteration, washing, or improper care;
• Relates only to a normal production tolerance;
• Has already been fully resolved; or
• Appears fraudulent, duplicated, or materially misleading.

14. Refund Processing

If a refund is approved, Vibe Hoodie Shop will process it to the original payment method within 3–5 business days.

If a physical return is required, the refund-processing period begins after the authorized return is received and inspected.

The final posting time is controlled by the payment provider, bank, or card issuer.

Original shipping charges are normally non-refundable.

Applicable original standard shipping charges may be refunded where the resolution results from:

• A verified manufacturing defect;
• Damage during shipping;
• An incorrect product sent by Vibe Hoodie Shop;
• A parcel confirmed lost before delivery; or
• Another verified error caused by Vibe Hoodie Shop.

Import duties, taxes, customs fees, brokerage charges, and amounts collected directly by customs authorities, carriers, or other third parties cannot normally be refunded by Vibe Hoodie Shop.

15. European Consumer Rights

If you are located in the European Economic Area or another jurisdiction that provides a statutory cooling-off or withdrawal right for distance purchases, you may have the right to withdraw from certain eligible purchases within 14 days from delivery.

This statutory withdrawal right may not apply to products that are:

• Made to the customer’s specifications;
• Clearly personalized;
• Sealed for hygiene or health-protection reasons and unsealed after delivery; or
• Otherwise exempt under applicable law.

To exercise an applicable withdrawal right, contact support@vibehoodie.shop before the statutory period expires.

We will provide return instructions where a physical return is required.

The customer may be responsible for the direct cost of returning a change-of-mind product where permitted by law and disclosed before purchase.

Mandatory rights relating to defective, damaged, incorrect, or misdescribed products remain available regardless of whether a product is personalized.

16. Contact Information

For exchange requests, replacement claims, order corrections, or questions about this policy, contact:

Related policies:

• Refund Policy
• Return Policy
• Shipping Policy
• Terms of Service
• Privacy Policy