Refund Policy

Last updated: August 3, 2026

This Refund Policy explains how Vibe Hoodie Shop, operated by KONIC LLC, handles order cancellations, modifications, returns, refunds, lost parcels, delivered-but-not-received parcels, and optional shipping-protection claims.

Many Vibe Hoodie Shop products are printed, personalized, or manufactured after an order is placed. Refund eligibility therefore depends on the reason for the request, the time it is submitted, the condition of the product, and the supporting evidence available.

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

This policy should be read together with our Return Policy, Exchange & Replacement 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.

1. Cancellation Refunds

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

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

Include:

• Your order number;
• Your full name;
• The email address used for the order; and
• A clear statement that you want to cancel the order.

After the first 24 hours, a correctly made product does not qualify for a free full refund solely because the customer changed their mind.

2. Order Modifications

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

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

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

A modification request does not itself create a right to a refund unless:

• The request is also a valid cancellation submitted within 24 hours;
• Vibe Hoodie Shop cannot fulfil an accepted order;
• The order is cancelled by Vibe Hoodie Shop; or
• A refund is otherwise required under this policy or applicable law.

3. Return Eligibility

Where a physical return is required or approved, the product must generally:

• Be returned within 30 days from delivery;
• Be unworn, except for a brief fit check;
• Be unwashed;
• Be unaltered;
• Be unused beyond reasonable inspection;
• Be free from customer-caused stains, makeup, deodorant marks, pet hair, smoke, perfume, or other abnormal odours;
• Include original tags where applicable;
• Be placed in the original packaging where reasonably available;
• Include valid proof of purchase; and
• Have written Return Authorization from Vibe Hoodie Shop.

A product that is defective, damaged, incorrect, or materially not as described will be reviewed according to the nature of the issue and applicable consumer rights. Normal return-condition requirements will not be applied in a way that unlawfully removes a remedy for a verified product defect or Vibe Hoodie Shop error.

4. Return Process

Step 1: Submit a Request

Email support@vibehoodie.shop and provide:

• Your order number;
• Your full name and order email address;
• The reason for the request;
• A photograph showing the complete product;
• A close-up photograph of the affected area, where applicable; and
• Any other evidence reasonably relevant to the request.

Step 2: Receive Return Authorization

If a physical return is required, Vibe Hoodie Shop will provide:

• Written approval;
• A Return Authorization number or equivalent reference;
• The correct return address;
• Packaging instructions; and
• Information about responsibility for return-shipping costs.

Step 3: Inspection and Decision

After the authorized return is received, we may inspect:

• The product condition;
• The reported issue;
• The order details;
• The authorization record; and
• Any supporting evidence.

We will email an approval or rejection decision within 2 business days after receiving the product and all information reasonably required to complete the review.

Return-Shipping Costs

• Verified Vibe Hoodie Shop error: We will cover the authorized return-shipping cost where the return is required because of a verified defect, shipping damage, incorrect product, incorrect design, incorrect colour, incorrect size, or other error caused by Vibe Hoodie Shop.
• Approved voluntary or goodwill return: The customer may be responsible for return shipping and any related customs or carrier charges.

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

5. Defective, Damaged, Incorrect, or Missing Products

Contact Vibe Hoodie Shop within 30 days from delivery if a product arrives:

• Defective;
• Damaged;
• Materially misprinted;
• Incorrect;
• In a different size or colour from the order confirmation;
• Incorrectly personalized because of a Vibe Hoodie Shop error;
• Materially not as described; or
• Missing from the delivered parcel.

After verification, the available primary resolution may be:

• A free replacement;
• A full refund for the affected product;
• A partial refund for a verified minor issue; or
• Store credit for a verified minor issue.

A major verified defect that prevents normal use generally qualifies for a free replacement or full refund.

A minor verified issue that does not prevent normal use may qualify for a partial refund or store credit.

A physical return is normally not required unless Vibe Hoodie Shop determines that it is reasonably necessary.

6. Wrong-Size Requests

Vibe Hoodie Shop Sent the Wrong Size

If Vibe Hoodie Shop sends a size different from the size confirmed in the order, the customer may choose:

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

The Customer Selected the Wrong Size

If the product was correctly made and shipped in the customer-selected size but does not fit, a free full refund is not available solely because of the sizing choice.

Vibe Hoodie Shop offers a one-time wrong-size replacement for A$20 per replacement product.

The A$20 charge includes:

• One remake; and
• Standard replacement shipping.

The original product does not need to be returned.

The A$20 procedure applies only when the customer selected the wrong size. It does not apply to colour, design, personalization, defects, shipping damage, or a size sent incorrectly by Vibe Hoodie Shop.

7. Change of Mind

After the first 24 hours, a correctly made product does not qualify for a free full refund 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;
• Does not like the fit of the correctly selected size; or
• Entered incorrect personalization information.

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 replacement or new order.

This section does not limit a statutory cancellation, withdrawal, or refund right that applies under mandatory law.

8. Lost Parcels

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

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

We may review:

• Tracking history;
• Carrier records;
• Customs status;
• The shipping address;
• Local delivery conditions;
• Communication with the carrier; and
• Other available shipment evidence.

We may ask the customer to contact the local post office or final-mile carrier and provide available supporting information.

If the carrier confirms that the parcel was lost before delivery, the customer may choose one primary resolution:

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

9. Delivered but Not Received

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 and review:

• Tracking and scan data;
• Delivery photographs;
• Geolocation or delivery-location information where available;
• Carrier statements;
• The address supplied with the order;
• Customer-provided evidence; and
• The circumstances of the delivery.

A tracking status of “Delivered” does not automatically qualify the order for a refund or replacement.

Depending on the investigation, the available goodwill resolution may include:

• A replacement;
• A partial refund;
• Store credit; or
• Another reasonable resolution.

This section does not remove a remedy that applies where the delivery evidence shows that the parcel was not delivered to the correct address or the carrier confirms a delivery failure.

10. Suspected Stolen Parcels

A parcel is considered potentially stolen when reliable tracking and delivery evidence indicate that it was delivered correctly but the recipient believes it was removed afterward.

Before submitting a suspected theft claim, check with:

• Household members;
• Neighbours;
• Building management or reception;
• The local post office;
• The final-mile carrier; and
• Local authorities where appropriate.

Vibe Hoodie Shop is not automatically responsible for a parcel stolen after confirmed delivery.

After individual review, we may offer one primary goodwill resolution:

• Reshipment subject to an additional charge;
• A partial refund;
• Store credit; or
• A discount toward a replacement order.

The available resolution may depend on the order value, carrier evidence, customer evidence, prior claims, and other relevant circumstances.

11. Optional Shipping Protection

Optional shipping protection or an Expedited Shipping + Insurance service may be available at checkout.

Coverage, exclusions, fees, and claim requirements are determined by the terms displayed when the protection is purchased.

A protection claim may require:

• The order number;
• Tracking information;
• Photographs of damage or packaging;
• Communication with the carrier;
• A carrier investigation result;
• Proof that the parcel remains missing or unrecovered; and
• Other evidence reasonably required to verify the claim.

After verification, an insured or protected order may qualify for one primary resolution:

• Reshipment;
• A full refund where the covered parcel is confirmed lost before delivery;
• A partial refund where appropriate to the verified loss; or
• Another remedy stated in the applicable protection terms.

12. Refused, Unclaimed, or Failed Deliveries

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

• Provided an incorrect, incomplete, or undeliverable address;
• Refused the parcel;
• Failed to collect the parcel;
• Failed to respond to the carrier;
• Did not provide information required for delivery or customs clearance;
• Did not pay applicable duties, taxes, or carrier charges; or
• Otherwise failed to cooperate with reasonable delivery procedures.

Depending on parcel recovery, product condition, and actual non-recoverable costs, 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.

13. Non-Refundable Products and Charges

Unless required by applicable law or approved by Vibe Hoodie Shop in writing, refunds are not normally available for:

• Gift cards;
• Correctly made personalized or custom products;
• Correctly made products subject only to a change of mind;
• Products washed, altered, damaged, or used beyond a reasonable fit check;
• Products affected by customer misuse or improper care;
• Customer-selected wrong sizes, except through the A$20 replacement procedure;
• Customer-submitted personalization errors;
• Normal colour or print-placement variations within the stated POD tolerances;
• Unauthorized returns;
• Original expedited-shipping charges where the service was properly provided;
• Optional protection charges after the covered service has begun, except where required by law; and
• Import duties, customs fees, brokerage charges, or other amounts collected directly by a carrier, customs authority, bank, or payment provider.

Sale, clearance, and final-sale products remain eligible for review if they arrive defective, damaged, incorrect, or materially not as described.

14. Claim Evidence and Review

To request a refund or other resolution, provide:

• Your order number;
• Your full name;
• The email address used for the order;
• A clear explanation of the request;
• A photograph showing the complete product, where applicable;
• A close-up photograph showing the affected area, where applicable;
• Photographs of packaging for shipping-damage or missing-item claims, where available;
• Tracking or carrier information for delivery claims; and
• Other supporting documents reasonably relevant to the issue.

A shipping-label photograph is helpful for incorrect-product, missing-item, or shipping-damage claims but is not mandatory if it is unavailable.

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

We may reject a claim that:

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

15. 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, inspected, and approved.

The time required for funds to appear is controlled by the payment provider, bank, or card issuer and is separate from Vibe Hoodie Shop’s processing period.

If the original payment method is unavailable, we may issue store credit or use another method agreed with the customer where legally and operationally permitted.

Currency-conversion differences, foreign transaction fees, and financial-institution charges cannot normally be refunded by Vibe Hoodie Shop.

16. European Consumer Rights

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

This 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, email support@vibehoodie.shop before the statutory period expires.

Where permitted by law, the customer may be responsible for the direct cost of returning an eligible change-of-mind product.

Mandatory remedies for defective, damaged, incorrect, or misdescribed products remain available regardless of whether a product is personalized.

17. Contact Information

For cancellation refunds, return refunds, product claims, lost-parcel reviews, delivered-but-not-received claims, or optional shipping-protection claims, contact:

Related policies:

• Return Policy
• Exchange & Replacement Policy
• Shipping Policy
• Terms of Service
• Privacy Policy