VANILLA KNIT
At Vanilla Knit PH, we are committed to providing high-quality products and a seamless shopping experience. If you are not completely satisfied with your purchase, we gladly accept returns, exchanges, or refund requests under the conditions outlined below.
You may cancel your order before it is fulfilled or shipped.
Order Processing Time
1. All orders are processed within 3–5 business days after payment confirmation, before they are shipped.
2. While your order is still marked as “Unfulfilled”, you may click the “Cancel” button anytime to request cancellation.
How to Cancel Your Order
If your order has not yet been shipped or fulfilled, you may request a cancellation by following the steps below:
• For guest checkout:
Open your confirmation email, click “View Your Order,” then tap the “Cancel Order” button on the order page.• For registered accounts:
Log in to your Vanilla Knit PH website account, go to Order History, and cancel your order.• Or message us directly:
You may also request a cancellation by messaging us on Email, Facebook, or Instagram. Please include your Order Number so we can assist you faster.
▶ Important Reminders:
• Orders that are already fulfilled or shipped can no longer be canceled.
• Orders are not automatically refunded upon cancellation request.
▶ Refund Process:
• Once your cancellation is approved, we will manually process your refund to your original payment method
• Estimated refund timelines:
E-wallets (e.g., GCash, Maya): 1–2 business days
Debit/Credit Cards: 5–10 business days
Note: Actual posting time depends on your bank or payment platform.
Before requesting a return, exchange, or refund, make sure your item meets these conditions: • The request is made within seven (7) days from the date the item was received. • The item is unused, unwashed, and in its original condition, with all tags, labels, and packaging intact. • Promotional items are not eligible for return, exchange, or refund, unless the item is defective or incorrect. You can provide order number and clear photos (if defective or incorrect) Note: We reserve the right to decline any return, exchange, or refund request if the product does not meet the conditions stated above.
You may request a return or exchange if the item meets the eligibility criteria outlined above. To initiate your request, please follow these steps:
1. Message us via [email / Facebook / Instagram].
2. Include the following information in your message:
• Order number • Reason for return or exchange • Clear photos or a video of the item (especially for damaged or incorrect items)3. Wait for our response
• Our support team will respond within 1–2 business days with return instructions.4. Return or Exchange Your Package – Two Options:
• Pick-Up Service: We will arrange for a courier to pick up the item directly from your address. • Drop-Off: You may drop off your package at the nearest partner courier branch. □ Note: Please contact us to coordinate your preferred return method.5. Item Inspection & Approval
• Once we receive and inspect the item, we will notify you about the approval of your return or exchange.6. Exchange to a Different Product
• Exchanges for a different product are allowed. If the new item is priced higher than the original order, the price difference must be settled before we proceed with the exchange.7. To Update or Cancel a Request
• If you wish to update or cancel your return/exchange request after submission, please contact our customer service team to check if the request can still be modified or canceled.1. Customer-Initiated Returns or Exchanges
For returns or exchanges due to personal reasons — such as change of mind, wrong size selection, or product preference — the customer will be responsible for all associated shipping costs, including: • Return shipping fee • Re-shipping fee (if exchanging for a different item)2. Defective, Damaged, or Incorrect Items
If the item you received is defective, damaged upon arrival, or incorrect, Vanilla Knit PH will cover the full return shipping cost.3.Original Shipping Fees
Original shipping fees are non-refundable, unless the order was canceled before shipping. □ Return Handling Note We recommend using a trackable courier service when sending back any return items to ensure your package is safely and successfully delivered.At Vanilla Knit PH, we are committed to providing a smooth and transparent refund process.