RETURN & EXCHANGE POLICY

By placing an order at Visual You, Inc., you agree that you have read and understood our return and exchange policy.

If you are dissatisfied with your purchase, please contact us immediately to allow us to resolve the problem/ misunderstanding in a peaceful way that will satisfy you. We will not be satisfied until you as the customer are satisfied with your purchase.

- There is no refund of money possible - only exchange for other merchandise.

Returning an item

You must report us within 14 days (2 weeks) of receipt of your order to obtain a RAN (Return Authorization Number) before sending the merchandise back to us. To obtain a RAN, please send an E-Mail enquiry to return (AT) visual-you.com and include following information:

1. The customer"s first and last name
2. Order number
3. E-mail address (login ID)
4. The name or item # of the concerning product.
5. The reason of your return / exchange request. (To show prove of a defective product, you must attach a picture with your E-mail.)

We do not accept returns / exchanges after 14 days.

Returning shoes

Our shoes are being prepared and shipped from our different warehouse. Therefore, there will be a 20% restocking fee on all shoe returns that the customer is responsible for.

Items ineligible of a return:

Clothing (jackets, pants, sweaters etc.) cannot be returned or exchanged if the product has been worn or shows visible signs of wear. It has to be in its original / mint condition: All original price tags or the packing /wrapping of the product have to be in their original position.
Based on availability, clothing can be exchanged for a bigger or smaller size. If the size is not available anymore, there is only exchange with other merchandise from the store possible, no refunds.

- We do not accept a return package if any of these required information is missing:

1. RAN (Return Authorization Number)
2. Return Exchange Form (completely filled out)
3. Packing slip (of the original order)
4. The product's price tag/ label and packing/wrapping.

If any of this information is missing, we will not accept the return package. If the product shows visible signs of wear (dirt, wrinkles, odor, etc.) we will not accept the return package, either. Therefore, we will send the package back to the customer and your return case will become ineligible for a return / exchange

Returns and exchanges take approximately 7-10 days of processing (excluding re-shipping time), once received. Customers of an eligible return package will be receiving an E-Mail notification confirming the return package's arrival and status. Ineligible return packages will be sent back to the customer.