Refunds & Returns Policy

At Voolys, we want you to feel confident shopping for activewear. If something isn’t right with your order, we’ll do our best to make it right in a fair and transparent way.
A, ORDER CHANGES AND CANCELLATIONS 
_ You may request a change or cancellation within 24 hours of placing your order.
_ After this time, your order may already be in processing or shipped, so changes or cancellations are not guaranteed.
To request a change or cancellation, please contact us as soon as possible with your order number:
Email: [email protected]
Phone: +1 (407) 428-2066
Support Hours: Mon – Sat, 9:00 AM – 5:00 PM (PST)

B. RETURNS 
1. Return Timeframe
_ Returns are accepted within 30 days of the delivery date shown on your tracking information.
_ Requests made after 30 days are generally not eligible for return or refund.

2. When We Accept Returns & Issue Refunds
We accept returns and can offer a refund in the following situations:
_ Defective or faulty item – manufacturing defect or quality issue.
_ Damaged in transit – the product arrives visibly damaged from shipping.
_ Wrong or missing item – you received the incorrect product, size, or color, or something is missing from your order.
_ Not as described – the product you received is materially different from the description or photos on voolys.com.
_ Wrong size – you may return unused items if the fit is not right.

For all returns:
_ Items must be unworn, unwashed, and in resellable condition, with all original tags and packaging.
_ For defective, damaged, or incorrect items, we may ask for clear photos or a short video so we can quickly assess the issue and improve our quality control.

3. When Returns & Refunds Are Not Available
We may decline a return or refund in the following cases:
_ Items show signs of wear, washing, alteration, or misuse.
_ Damage is caused by improper care or not following the care instructions on the label.
_ The return request is made outside the allowed timeframe ( after 30 days )
_ Items are sent back without prior approval from our support team.
_ No clear evidence is provided for quality/defect claims when requested.

4. Return Shipping Costs
_ Voolys pays return shipping if the item is defective or damaged, or you received the wrong item, size, or color.
_ Customer pays return shipping if you ordered the wrong size or color, you changed your mind, or you are returning a non-defective item for personal reasons.
_ We recommend using a trackable, insured shipping service for any return you send at your own cost.

5. How To Start A Return
Step 1 – Contact Us
_ Send an email to [email protected] with the subject line: “Return Request – Order #[Your Order Number]. Include your full name, order number, the item(s) you want to return, a brief explanation (e.g., wrong size, defect, damaged in transit), photos or a short video if there is a defect or damage

Step 2 – Return Authorization
_ Our team will review your request and respond within 1–2 business days.
_ If your return is approved, we will provide the return shipping instructions, and send a prepaid label when Voolys is responsible for return shipping.
The return address will be:
Voolys 
35111 Persano Pl Fallbrook, CA 92028 United States

Step 3 – Send Your Package
_ Pack the item securely, attach the shipping label (if provided), and send it back.
_ If you pay for shipping, please keep your tracking number.

Step 4 – Inspection & Confirmation
_ Once your return arrives, we will inspect it within 3 business days and notify you by email whether it has been approved or rejected.

C. REFUNDS
1. Eligibility for Refunds
A refund may be issued in the following situations:
_ The item is defective or faulty due to a manufacturing issue.
_ The item is damaged during delivery.
_ You received the wrong product, size or color, or an item is missing from your order.
_ You returned an item in original condition (unworn, unwashed, tags attached) within the allowed return period.
Refunds will only be processed after the returned item has been received and inspected by Voolys, or after we have verified clear photo/video evidence for defective or damaged items.

2. How Refunds Are Issued
_ Approved refunds are always sent back to the original payment method used at checkout.
_ We cannot redirect refunds to a different card, account, or payment method.

3. Detailed Refund Process
Step 1: Submit Your Refund Request
To request a refund, please email our support team at [email protected] with the subject line: “Refund Request – Order #[Your Order Number]” In your message, include your full name, your order number, a short explanation of why you are requesting a refund (for example: defect, damage in transit, incorrect item, etc.) and clear photos or a short video showing the issue, if applicable.

Step 2: Review and Confirmation
Our team will review your request and the provided evidence and will email you with an approval or a denial within 1–2 business days.
If your refund is approved, we will start processing it within approximately 3–7 business days. Approved refunds generally cover the original purchase price of the item(s) and any applicable sales tax.

Step 3: Bank Processing Time
Once Voolys has issued the refund, your bank or card issuer may require an additional 3–5 business days (or longer, depending on the institution) to complete the transaction and display the funds in your account.
If you do not see the refund after this timeframe, please check with your bank or card provider first. If you still need assistance, you can then contact us at [email protected] for further support.

4. Total Refund Time
_ In most cases, you can expect the money to appear in your account within 7–14 business days from the date we receive your return.
_ If your refund has not appeared after this timeframe, please contact your bank or card issuer first. If you still need assistance, reach out to us at [email protected] and we will be happy to help.

5. Non-Refundable Charges
_ Original shipping fees are non-refundable, except where the return is due to an error on our part (defective, damaged, or incorrect item).
_ We cannot issue a refund for any item that is returned without prior approval or that does not meet our return conditions (for example, worn, washed or damaged by improper use).

D. EXCHANGES 
1. Exchange Window
Exchange requests are accepted within 30 days of delivery.

2. When Exchanges Are Allowed
Items must meet the same condition requirements as returns (unworn, unwashed, tags attached). We can help with exchanges for:
_ Defective or damaged items
_ Incorrect item / size / color shipped
_ Size or color changes when the product is still in stock

3. Shipping Costs for Exchanges
_ If the exchange is due to a defect, damage, or shipping error by Voolys, we will responsible for all the exchange shipping costs.
_ If you want a different size, color, or style for personal reasons, you are responsible for all shipping cost. We will ship the replacement item to you once we receive and inspect the return.

4. Detailed Exchange Process
Step 1: Submit Your Exchange Request
To begin an exchange, please email us at [email protected] with the subject line: “Exchange Request – Order #[Your Order Number]”
In your email, include your full name, your order number, the item you wish to exchange, the reason for the exchange, the new size / color / style you would like to receive

Step 2: Confirmation and Instructions
Our team will review your request and check the availability of the replacement item.
If the requested item is in stock, we will:
_ Let you know if there is any price difference (if applicable)
_ Provide instructions on how to return the original item
_ Inform you who is responsible for the return shipping costs based on the reason for the exchange (defect/error vs. preference/size change)
Any additional payment or partial refund related to a price difference will be arranged before the replacement is shipped.

Step 3: Return & Shipment of Replacement
Once we receive and inspect your returned item:
_ We will confirm that it meets our return conditions (unworn, unwashed, tags attached).
_ After approval, we will ship your replacement item. This process usually takes 3–5 business days.
You will receive an email with updated tracking details once the replacement order is on its way.

E. CONTACT INFORMATION
If you have any questions about returns, refunds, or exchanges, please contact us:
Email: [email protected]
Phone: +1 (407) 428-2066
Address: 35111 Persano Pl, Fallbrook, CA 92028, United States
Support Hours: Mon – Sat, 9:00 AM – 5:00 PM (PST)