Returns & Exchanges

ONLINE PURCHASES BY US & CANADA CUSTOMERS:

RETURNS & EXCHANGES

We accept returns and exchanges within 15 days of delivery.

For returns, Click Here to submit your request and get a return label along with the return instructions. Please note the return label service is subject to availability and limitations. 

A return postage fee of US$10 / CA$13 per package will apply to all approved U.S. & Canada returns and exchanges.

Refunds may be issued to the original payment method or as store credit, based on your selection.

Unless otherwise expressly stated in writing by us below, refunds will be issued excluding the original shipping fee and the return postage fee.

Refunds will be processed within:

  • 5–7 business days after the return is received and inspected at our final processing facility in Canada (Canada returns)

  • 7–10 business days after the return is received and inspected at our final processing facility in Canada (U.S. returns)

Please note that U.S. return shipments are first delivered to a third-party warehouse in the United States and then forwarded to our final processing facility in Canada as part of our standard return process.

For the avoidance of doubt, refund processing time begins only after the return is received and inspected at our final processing facility in Canada. Delivery confirmation shown by the carrier at an intermediate warehouse does not constitute receipt at our final processing facility in Canada for refund processing purposes.

For exchanges, please contact us at customerservice@visualmood.com and we’ll be happy to assist with the exchange. Please include your order # and exchange details in the email for faster processing.

Responsibility-Based Refund Rules

Refund eligibility and shipping fee handling depend on the reason for the return:

1. Customer Change of Mind / Size Issues / Preference Returns

  • Original shipping fees are non-refundable

  • Return postage fees apply

2. Incorrect Address / Failed Delivery Attempts / Insufficient Address

  • Original shipping fees are non-refundable

  • Return postage fees apply

  • Buyer is responsible for any loss caused by address errors

3. Carrier Delay or Delivery Failure Not Caused by the Customer
If an order is returned to us due to carrier delay, routing issues, or delivery failure not caused by the customer, we will offer either:

  • (1) a reshipment, or

  • (2) a full refund including the original shipping fee, once the item is returned and inspected.

This includes situations such as refused or undeliverable deliveries caused by carrier delay or routing issues.

4. Defective or Damaged Item Claims

  • Claims for defective, damaged, or incorrect items must be supported by clear photos or videos provided within 48 hours of delivery.
  • If sufficient evidence is provided and the issue is confirmed to be our responsibility as determined at our sole discretion, we will waive the return postage fee and original shipping fee, or offer a replacement or refund.
  • If no evidence is provided, or the evidence is insufficient to verify the claim, the return will be processed as a standard return, and normal return postage fees will apply.

*The above Responsibility-Based Refund Rules apply to U.S. & Canada orders only, unless otherwise expressly stated in writing by us. 

Undeliverable / Refused Packages

If a package is returned to us as undeliverable or refused, handling will follow the Responsibility-Based Refund Rules above.

Gift With Purchase

If you return the majority of your order, reducing the final order value to less than $50, and the order included complimentary gifts, the gifts must also be returned.

If the gifts are not returned, or not in original condition with care label and hygiene seal intact, a deduction of US$68 / CA$88 per gift will be made from your refund.   

ONLINE PURCHASES BY INTERNATIONAL CUSTOMERS (OUTSIDE CANADA & US)

RETURN FOR STORE CREDITS

For international orders, we currently accept returns for store credit only. Refunds to the original payment method are not offered for international orders.

Buyers are responsible for all return shipping costs and any duties or taxes incurred. Click Here to submit your request.

Store credit will be processed in 7–10 business days after the return is received and inspected at our final processing facility in Canada.

Please note that international return shipments are first delivered to a third-party warehouse in the United States and then forwarded to our final processing facility in Canada as part of our standard return process.

For the avoidance of doubt, store credit processing time begins only after the return is received and inspected at our final processing facility in Canada. Delivery confirmation shown by the carrier at an intermediate warehouse does not constitute receipt at our final processing facility in Canada for store credit processing purposes.

Non-Returnable Items & Condition Requirements

Items must meet all of the following conditions to be eligible for return:

  • Original condition, unworn, unwashed, and unaltered

  • Hygiene seal intact

  • Care label must not be cut

We reserve the right to issue a partial refund or no refund if returned items do not meet these conditions.

Unfortunately, we cannot accept any returns that do not meet the above requirements. 

We may issue a partial refund or no refund regarding the condition of a swimsuit. Please carefully deal with the package once it arrives.

Additional Information

For additional assistance, please contact customerservice@visualmood.com.
We recommend using reliable email providers (such as Gmail or Outlook) to ensure smooth communication.

Final Authority

We reserve the right to make the final decision on all returns and refunds in accordance with this policy.