Refund policy

Vildune Refund & Cancellation Policy

Last updated: June 4, 2026

At Vildune, we want you to love your clothing, lounge, home, pet, and garden wares. If something isn't right, we are here to help you get it sorted.

1. 30-Day Return Window

You have 30 days from the date you receive your item to request a return. To be eligible for a return, your item must be:

  • In the same condition that you received it.

  • Unworn, unused, and unwashed.

  • With all original tags attached and in its original packaging.

  • Accompanied by the receipt or proof of purchase.

2. How to Start a Return

To start a return, please contact us via our designated customer care channel:

Email: anna@vildune.com

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that customers are responsible for return shipping costs unless the item is faulty.

3. Order Cancellation Policy

We work quickly to process and dispatch your orders so they arrive as fast as possible. Because of this fast turnaround, we have a specific window for cancellations:

  • Before Dispatch: If you wish to cancel an order, please email us immediately at anna@vildune.com. If your order has not yet been processed or packed by our fulfillment team, we will cancel it right away and issue a full refund to your original payment method.

  • After Dispatch: If your order has already been fulfilled and handed over to the courier, we cannot stop or pull back the shipment. In this scenario, you will need to receive the package and follow our standard 30-day return process outlined in Section 1.

4. Damaged, Faulty, or Incorrect Items (New Zealand Consumer Law)

We take great pride in our curated collections, but if an item arrives damaged, faulty, or if you receive the wrong product, please contact us immediately at anna@vildune.com so we can evaluate the issue and make it right.

Nothing in this policy limits, excludes, or modifies your rights under the New Zealand Consumer Guarantees Act 1993 (CGA) or the Fair Trading Act 1986 (FTA). If a product fails to meet statutory guarantees (such as being of acceptable quality or matching its description):

  • Minor Faults: We will choose to repair the item, replace it, or offer a full refund.

  • Major Faults: You are legally entitled to your choice of a replacement or a full refund.

5. Final Sale & Non-Returnable Items

Certain types of items cannot be returned for a change of mind, including:

  • Gift cards.

  • Personal care or hygienic items.

  • Items explicitly marked as "Final Sale" at the time of purchase.

Note: In strict accordance with New Zealand law, the "Final Sale" restriction applies to change-of-mind returns and standard cancellations only. It does not apply, and cannot be used to exclude your rights, if the sale item is faulty or damaged upon arrival.

6. Refunds and Processing

Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund.

If approved, your refund will be processed automatically back to your original payment method within 5–7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to your statement.