Refund & Returns Policy
Effective Date: November 10, 2026
At VENDNEX, operated by Northvale Apparel LLC, we want you to feel confident when shopping with us.
We understand that sometimes a purchase may not meet your expectations. This Refund & Returns Policy explains the conditions and procedures for requesting a return, exchange, or refund for purchases made through our website:
Please review this policy carefully before submitting a return request.
1. Return Eligibility
We accept eligible return requests within 30 calendar days of the delivery date.
To qualify for a standard return, the item must meet the following conditions:
The item must be unworn, unused, and unwashed.
The item must be in its original condition, without damage caused by use.
Original tags and labels should remain attached.
The item should be returned with its original packaging, where reasonably available.
Proof of purchase or a valid order number must be provided.
All returns are subject to inspection and verification.
Items that do not meet the applicable return conditions may be refused, except where otherwise required by applicable law.
2. Non-Returnable Items
For hygiene, safety, or other legitimate business reasons, certain products may not be eligible for standard returns, where permitted by applicable law.
These may include:
Items clearly marked as final sale or non-returnable before purchase.
Personalized or customized products.
Items damaged or altered after delivery due to improper use or handling.
Products that cannot reasonably be resold for hygiene reasons, where applicable and legally permitted.
Any applicable return restrictions will be disclosed before purchase.
Nothing in this policy limits any consumer rights that cannot legally be waived, including rights relating to defective, misrepresented, or incorrectly supplied merchandise.
3. Damaged, Defective, or Incorrect Items
We want every customer to receive the products they ordered in the condition represented on our website.
If you receive an item that is:
Damaged upon delivery;
Defective or materially different from its advertised description;
The wrong size, color, style, or product due to a fulfillment error; or
Missing from your order,
please contact our customer service team as soon as reasonably possible.
Please provide:
Your order number;
A description of the issue;
Clear photographs of the item and any relevant packaging, if applicable.
We will review your request and determine an appropriate resolution in accordance with applicable law.
Depending on the circumstances, available resolutions may include:
A replacement item;
An exchange;
A full or partial refund, as appropriate.
For confirmed defective, damaged, or incorrectly shipped merchandise, VENDNEX will cover reasonable return shipping costs or provide an appropriate alternative arrangement, as required by applicable law.
4. How to Request a Return
To initiate a return, please follow these steps:
Step 1: Contact Us
Send an email to:
Use the subject line:
Return Request – Order #[Your Order Number]
Step 2: Provide Order Information
Include the following details:
Full name;
Order number;
Email address used for the purchase;
Product name or description;
Reason for the return;
Supporting photographs, if relevant.
Step 3: Wait for Return Instructions
Our customer service team will review your request and provide return instructions, including the applicable return address and shipping arrangements.
Please do not send items back without first contacting us and receiving return authorization or instructions.
Step 4: Ship the Eligible Item
Once your return request is approved, carefully package the item and ship it according to the instructions provided.
Customers should retain the return tracking information until the return has been completed.
Step 5: Return Inspection
After we receive the returned merchandise, we will inspect the item to confirm its eligibility under this policy.
Step 6: Refund or Other Resolution
If the return is approved, we will process the applicable refund or other agreed resolution.
5. Return Shipping Costs
For standard returns, including situations where a customer changes their mind or selects an unsuitable size, the customer is responsible for the return shipping costs.
Original shipping charges are generally non-refundable for voluntary returns, except where otherwise required by applicable law or where the return results from our error.
For items confirmed to be defective, damaged upon arrival, or incorrectly shipped due to our fulfillment error, VENDNEX will cover reasonable return shipping costs or provide an appropriate alternative arrangement.
We recommend using a trackable shipping service when returning merchandise, as we cannot guarantee receipt of items shipped without tracking information.
6. Refund Policy
Once your returned item has been received and inspected, we will notify you of the return decision by email.
If your refund is approved:
The refund will generally be issued to the original payment method.
The refunded amount will reflect the applicable eligible purchase amount.
Original shipping fees and other charges will be handled according to the reason for the return and applicable law.
We do not substitute store credit or gift cards for refunds required by applicable law unless the customer voluntarily agrees to an alternative where legally permitted.
7. Refund Processing Time
Approved refunds will generally be initiated within 5–10 business days after the returned merchandise has been received and the return has been approved.
After we initiate the refund, the time required for the funds to appear in your account may depend on your bank, credit card issuer, or payment service provider.
Please contact your payment provider if the refund has been processed by us but has not appeared in your account after its normal processing period.
Refunds required by applicable law will be processed within the legally required timeframe, regardless of the general processing estimate stated above.
8. Exchanges
If you would like to exchange an item for another available size, color, or style, please contact us at:
Please include your order number and the details of the item you wish to exchange.
Exchanges are subject to product availability and approval.
If the requested replacement item is unavailable, we will discuss an appropriate alternative, which may include a refund where applicable.
9. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
Email: [email protected]
Please include your order number and cancellation request.
We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped.
However, we cannot guarantee cancellation once an order has entered fulfillment or has been handed over to the shipping carrier.
If an order cannot be cancelled because it has already shipped, you may contact us regarding the applicable return procedure after delivery.
If we are unable to ship an order within the timeframe required by the FTC Mail, Internet, or Telephone Order Merchandise Rule, we will provide the required delay notice and cancellation or refund options in accordance with applicable law.
10. Sale and Promotional Items
Items purchased during promotional campaigns, special offers, or discounted sales are generally subject to the same return conditions described in this policy unless a different restriction is clearly disclosed before purchase.
Items specifically marked as final sale may be excluded from standard change-of-mind returns where permitted by law.
However, promotional status does not eliminate applicable consumer rights concerning defective, damaged, misrepresented, or incorrectly supplied merchandise.
11. Missing or Lost Returns
Customers are responsible for retaining proof of shipment and tracking information for standard customer-arranged returns.
If a return shipment appears to be lost or delayed, please contact the shipping carrier and notify our customer service team.
For returns involving defective, damaged, or incorrectly supplied merchandise, we will work with customers to address reasonable shipping and delivery issues in accordance with applicable law.
12. Refunds for Undelivered or Delayed Orders
If we cannot ship an order within the originally promised timeframe, we will follow applicable federal and state consumer protection requirements.
Under the FTC Mail, Internet, or Telephone Order Merchandise Rule, sellers must generally:
Ship merchandise within the advertised timeframe or, if no timeframe is stated, within 30 days after receiving a properly completed order.
Notify customers of qualifying shipping delays.
Obtain customer consent when required for delayed shipment.
Provide a prompt refund when an order is cancelled under the applicable rule.
If an order cannot be fulfilled, we will provide the applicable cancellation and refund options.
13. Contact Us
If you have questions about this Refund & Returns Policy, need assistance with a return, or would like to inquire about a refund, please contact our customer service team.
Company Name: Northvale Apparel LLC
Brand Name: VENDNEX
Business Address:
1201 Peachtree Street NE, Suite 200
Atlanta, GA 30361
United States
Customer Service Email:
Website:
Our customer service team aims to respond to inquiries as promptly as reasonably possible.
14. Changes to This Policy
VENDNEX reserves the right to update or modify this Refund & Returns Policy from time to time to reflect changes in our business practices, services, or applicable legal requirements.
Any updates will be published on this page with a revised effective date.
Changes will not eliminate consumer rights or obligations that cannot legally be waived, and applicable legal requirements will take precedence over conflicting policy language.
We encourage customers to review this page periodically for the latest information.
Thank you for shopping with VENDNEX. We appreciate your trust and support.