Overview

At https://vibebazzar.com/, we are committed to providing excellent customer service and resolving any issues you may have with your purchase. This page outlines our process for handling claims and refunds to ensure a fair and transparent experience for all customers.

Types of Claims

1. Defective Products

When to file: Product arrives damaged, broken, or not functioning as described

  • Timeline: Report within 48 hours of delivery
  • Evidence required: Photos of the defective item and packaging
  • Resolution: Full refund or replacement (your choice)
  • Shipping: We cover all return shipping costs

2. Wrong Item Received

When to file: You received a different product than what you ordered

  • Timeline: Report within 7 days of delivery
  • Evidence required: Photos of received item vs. order confirmation
  • Resolution: Correct item sent immediately + return label for wrong item
  • Shipping: We cover all shipping costs

3. Missing Items

When to file: Part of your order is missing from the delivery

  • Timeline: Report within 7 days of delivery
  • Evidence required: Order confirmation and delivery receipt
  • Resolution: Missing items dispatched immediately
  • Shipping: Free shipping for missing items

4. Delivery Issues

When to file: Package lost, stolen, or delivered to wrong address

  • Timeline: Report within 14 days of expected delivery
  • Evidence required: Order confirmation and tracking information
  • Resolution: Investigation with courier + replacement or refund
  • Shipping: We handle all courier communications

5. Quality Issues

When to file: Product quality doesn’t meet expectations or description

  • Timeline: Report within 30 days of delivery
  • Evidence required: Photos showing quality issues
  • Resolution: Refund, replacement, or partial refund (case-by-case)
  • Shipping: May require return at our expense

6. Size/Fit Issues

When to file: Product doesn’t fit as expected (clothing, accessories)

  • Timeline: Report within 30 days of delivery
  • Evidence required: Order details and size comparison
  • Resolution: Exchange for different size or full refund
  • Shipping: Customer covers return shipping unless sizing chart was incorrect

How to File a Claim

Step 1: Gather Information

Before contacting us, please have ready:

  • Order number (found in your confirmation email)
  • Photos of the issue (if applicable)
  • Delivery details (tracking number, delivery date)
  • Description of the problem

Step 2: Contact Us

Email: [email protected]
Phone: +44 7411506193
Subject line: “CLAIM – [Your Order Number]”

Include in your message:

  • Your full name and order number
  • Clear description of the issue
  • Attach relevant photos
  • Your preferred resolution (refund/replacement)

Step 3: Claim Assessment

  • Acknowledgment: We’ll confirm receipt within 2 hours during business hours
  • Investigation: We’ll review your claim within 24 hours
  • Resolution: Most claims resolved within 2-3 business days
  • Updates: We’ll keep you informed throughout the process

Step 4: Resolution Implementation

  • Approved refunds: Processed within 3-5 business days
  • Replacements: Dispatched within 1-2 business days
  • Return labels: Sent via email when required
  • Tracking: Provided for all replacement shipments

Refund Process

Refund Eligibility

Automatic refunds granted for:

  • Defective or damaged products
  • Wrong items received
  • Missing items from order
  • Delivery to wrong address (our error)

Case-by-case refunds for:

  • Quality issues (assessed individually)
  • Size/fit issues (depends on circumstances)
  • Change of mind (within return policy)

Refund Methods

Original payment method:

  • Credit/Debit cards: 3-10 business days
  • PayPal: 1-3 business days
  • Bank transfer: 3-5 business days
  • Buy now, pay later: Adjusted according to payment plan

Alternative methods:

  • Store credit: Instant (never expires)
  • Bank transfer: For cards that have expired
  • Voucher code: For future purchases

Refund Amounts

Full refund includes:

  • Product cost
  • Original shipping cost (if item was defective/wrong)
  • Return shipping cost (if we provide label)

Partial refunds:

  • Available for minor quality issues
  • Calculated based on diminished value
  • Agreed upon before processing

Non-refundable items:

  • Personalized/customized products
  • Perishable goods
  • Digital downloads
  • Gift cards (unless defective)

Dispute Resolution

Internal Resolution

First step: Direct communication with our customer service team

  • Response time: Within 24 hours
  • Investigation: Thorough review of all evidence
  • Fair resolution: Based on facts and circumstances
  • Documentation: All communications recorded

Escalation Process

If you’re not satisfied with our initial response:

  1. Ask for manager review – Senior staff assessment
  2. Detailed explanation – We’ll explain our reasoning
  3. Alternative solutions – Explore other options
  4. Final decision – Clear resolution provided

External Dispute Resolution

UK customers have additional rights:

  • Consumer Rights Act 2015 protections
  • Trading Standards complaints
  • Small Claims Court for unresolved disputes
  • Financial Ombudsman for payment disputes

EU customers:

  • European Consumer Centre assistance
  • Alternative Dispute Resolution platforms
  • Local consumer protection agencies

Special Circumstances

Urgent Claims

Priority handling for:

  • Safety issues with products
  • Gifts needed for specific dates
  • High-value items
  • Repeat customers

Contact method: Phone +44 7411506193 and mention “URGENT”

Bulk Orders

Business customers:

  • Dedicated account manager
  • Expedited claim processing
  • Bulk replacement options
  • Invoice adjustments when appropriate

International Customers

Additional considerations:

  • Currency conversion may affect refund amounts
  • Customs duties are non-refundable
  • Return shipping may take longer
  • Local consumer laws may apply

Prevention & Quality Assurance

Our Commitment

Quality control measures:

  • Pre-shipment inspection of all orders
  • Secure packaging to prevent damage
  • Reliable courier partnerships
  • Regular supplier quality audits

Continuous improvement:

  • Monthly review of all claims
  • Supplier feedback and training
  • Process improvements based on patterns
  • Customer feedback integration

Your Role

Help us serve you better:

  • Inspect packages upon delivery
  • Report issues promptly
  • Provide clear photos and descriptions
  • Keep packaging for returns

Contact Information

Customer Service Hours

Phone Support: +44 7411506193

  • Monday – Friday: 9:00 AM – 6:00 PM GMT
  • Saturday: 10:00 AM – 4:00 PM GMT
  • Sunday: Closed

Email Support: [email protected]

  • Response within 2 hours during business hours
  • Response within 24 hours outside business hours
  • 24/7 for urgent safety issues

Mailing Address

For returns and correspondence: LORD BANDIT LIMITED
Claims Department
66 Lavender Hill
London SW11 5RQ
United Kingdom

Legal Information

Your Rights

UK Consumer Rights:

  • Right to refund for faulty goods
  • Right to replacement or repair
  • Right to reject goods within 30 days
  • Protection under Consumer Rights Act 2015

Data Protection:

  • All claim information handled in accordance with GDPR
  • Your data used only for claim resolution
  • Information retained as required by law
  • Right to access your claim data

Our Responsibilities

Legal obligations:

  • Provide goods as described
  • Ensure products are of satisfactory quality
  • Resolve legitimate claims fairly
  • Comply with consumer protection laws

Company Information: LORD BANDIT LIMITED
66 Lavender Hill, London SW11 5RQ, United Kingdom
VAT Number: 13896368
Email: [email protected]

We are committed to resolving all claims fairly and efficiently. Your satisfaction is our priority, and we will work diligently to ensure any issues are resolved to your satisfaction.