Returns, Exchanges & Cancellation Policy
Every product listed on Vyshlo carries its own return and cancellation policy, shown on the product page at the time of booking or purchase. The policy that applies depends on (a) who is selling or listing the item, and (b) whether that party has marked it as Final Sale.
| Seller Type | Who Sets the Policy | Can Mark "Final Sale"? |
|---|---|---|
| Vyshlo (platform-owned inventory) | Vyshlo default policy | Yes — Vyshlo team |
| Registered Vendors (shops) | Vendor, per item or per shop | Yes — vendor decides per item / collection |
| Individual Listers (peer-to-peer) | Fixed platform rule (limited flexibility — Section 4) | Yes — lister decides per item |
The policy badge on each listing (for example, "Returns accepted within 5 days" or "Final Sale — No Returns") is binding at the time of order. Customers should always check this badge before completing a booking or purchase.
2.1 Standard Rental Return Process
- Return pickup is scheduled automatically for the day after the rental period ends or the event date.
- Professional cleaning is handled by Vyshlo listers — customers are never required to clean rented items.
- Late return fees apply if the item is not handed over at the scheduled pickup time.
- Minor wear and tear is not automatically acceptable at no charge. Depending on the extent of the damage, Vyshlo's Dispute Resolution team will review the case and determine the appropriate action, which may include repair or replacement charges billed to the renter.
2.2 Cancellations on Rentals
- Cancellation terms (fee-free window, partial-refund window, no-refund window) are set per listing by the vendor or lister and displayed at checkout.
- Where no custom cancellation window is set, Vyshlo's platform default applies.
2.3 Final Sale on Rentals
- A rental can be marked Non-Cancellable / Final Booking by the vendor or lister. This refers only to booking cancellation, since rentals are inherently returned after use.
This section applies to items sold by Vyshlo directly or by a registered Vendor shop, unless that specific item is marked Final Sale (see 3.4).
3.1 Return Window
Return windows for Vendor items (new or resale) are determined by the vendor, per item or per shop, and can be set in either days or hours. The window is displayed on the product page. Vendors may tighten this window but not extend it beyond platform limits without approval.
3.2 Eligibility Criteria
- Item must be unused, unworn, and returned with all original tags attached.
- Original packaging, dust bags, or authenticity cards (if provided) must be included.
3.3 Refund Process
Once the returned item passes inspection, refunds are processed within 5–7 business days. Refunds are issued to the original payment method unless store credit is selected.
- In case of a return initiated by the buyer, the buyer will bear the applicable delivery charges for both the forward delivery (from seller to buyer) and the return delivery (from buyer to seller). These charges will be deducted from the refund amount, and the remaining eligible amount will be refunded to the buyer.
- The buyer will therefore receive the product amount after deducting the applicable forward and return delivery charges.
3.4 Vendor-Defined Final Sale
- Vendors may mark specific items, or their entire shop / collection, as Final Sale.
- Final Sale items are clearly labeled on the listing and are not eligible for return or refund, except where the item arrives damaged, defective, or materially different from its description or photos (see Section 5).
3.5 Non-Returnable Categories (platform-wide, regardless of vendor settings)
- Customized or made-to-order outfits
- Hygiene-sensitive products (e.g. innerwear, jewelry that touches skin, beauty items)
- Any item independently marked "Final Sale" by the seller
3.6 Exchanges
- Exchanges for size or fit are allowed, subject to stock availability, and can be requested directly through the platform.
- Final Sale items are generally not eligible for exchange unless the vendor explicitly opts in.
Because individual listers are private individuals rather than registered businesses, Vyshlo applies a narrower, fixed return rule to protect both parties — this cannot be loosened by the lister, only tightened via a Final Sale tag.
4.1 Default Rule for Individual Listers
For items listed by an individual (non-vendor) lister, the accepted claim reason depends on item type:
- Rental items: a claim/return is possible only if the item is damaged (damage not disclosed in the listing and not caused by the renter).
- Resale items: a return is possible only if the item is damaged (not disclosed in the listing and not caused by the buyer), or the wrong item was sent (item received does not match the listing).
No returns are accepted for reasons of change of mind, sizing, or fit on individual lister items — buyers and renters should rely on listing photos, measurements, and descriptions, and are encouraged to message the lister with questions before booking.
For sale and resale items from individual listers, the claim window itself is set by the platform, not the lister — currently 2 days (see 4.3).
4.2 Lister-Defined Final Sale
- Individual listers may additionally mark their item as Final Sale.
- On a Final Sale item from an individual lister, even the damage / wrong-item protection in 4.1 is replaced by Vyshlo's quality verification process (Section 5) rather than a standard return — Vyshlo investigates and determines the outcome (refund, partial refund, or replacement) rather than the buyer initiating a return.
4.3 Claim Window
For individual lister sale and resale items, damage or wrong-item claims must be raised within 2 days of delivery or pickup, with photo evidence, through the platform. This window is set by the platform — individual listers cannot change it.
- If a customer reports a quality concern — damage, inaccurate description, or wrong item — Vyshlo will verify the claim before any refund, replacement, or repair charge is issued.
- Sellers and listers are responsible for the accuracy of their product descriptions, measurements, and images. Misrepresentation found during verification will be resolved in the customer's favor.
- Where a claim is upheld against a seller or lister, applicable costs (refund amount, repair, replacement) may be recovered from that seller's or lister's security deposit or future payouts.
To keep this system transparent, every listing displays:
- Item type — Rental / New Purchase / Resale
- Return window (if applicable) or a "Final Sale" badge
- For individual listers: a standard note — "Returns accepted only for damaged or incorrect items"
- Cancellation terms for rentals (if a custom cancellation policy is set)
Listings missing this information will default to the strictest applicable policy tier until the seller updates it.
For support, disputes, or return / cancellation queries, contact: care@vyshlo.com