Refund policy
Refund, Return & Exchange Policy
Last updated: 06/15/2026
At Voultie, your satisfaction is our priority. If you are not completely happy with your purchase, we're here to make it right.
Return Window
You may request a return or refund within 30 days of receiving your order. Customers in the European Union are entitled to a 14-day cooling-off period from the date of delivery, during which you may return any item for any reason, no questions asked, in accordance with EU Consumer Rights Directive 2011/83/EU.
Eligibility Requirements
To be eligible for a return, items must be unused and in the same condition as received, in their original packaging, and accompanied by proof of purchase or order number. Items damaged due to misuse, improper washing, or natural wear and tear are not eligible for return.
How to Request a Return
Contact our support team at sac@voultie.com with your order number and reason for return. We will respond within 2 business days with return instructions. Do not send items back without prior authorization, as unauthorized returns may not be accepted.
Inspection & Approval
Once we receive your returned item, we will inspect it within 3 business days and notify you by email of the approval or rejection of your return.
Refund Processing
Approved refunds will be credited to your original payment method within 5–10 business days after approval. Processing times may vary depending on your financial institution. You will receive an email confirmation once the refund has been issued.
Shipping Costs
Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer and may be deducted from the refund amount, except in cases where the error is ours — such as a wrong or defective item. EU customers exercising their 14-day cooling-off right are responsible for return shipping costs unless otherwise stated at the time of purchase.
Defective or Incorrect Items
If you received a damaged, defective, or incorrect item, please contact us immediately at sac@voultie.com with photos of the item and packaging. In these cases, we will cover all return and reshipping costs and send the correct item at no additional charge.
Size Exchanges
We understand that finding the right size can be challenging. That's why we offer a simple and hassle-free size exchange process.
Your first size exchange is completely free — we cover all shipping costs for the replacement item. From the second exchange onward on the same order, a shipping fee will apply, which will be communicated at the time of the request based on your location and shipping carrier.
To request a size exchange, the item must be unused, in its original packaging, and requested within 30 days of delivery. Contact us at sac@voultie.com with your order number and the size you need.
Other Exchanges
For exchanges for reasons other than sizing, we do not offer direct product swaps. Please request a return for a refund and place a new order for the desired item.
Non-Returnable Items
The following items are not eligible for return or refund: items marked as final sale, gift cards, and items showing signs of use, washing, or damage caused by the customer.
Consumer Rights
Nothing in this policy limits or excludes your statutory rights as a consumer under applicable law, including the EU Consumer Rights Directive, the UK Consumer Rights Act 2015, or applicable US state consumer protection laws.
Contact Us
For any questions regarding returns, refunds, or exchanges, please contact us at:
📧 sac@voultie.com