Refund policy
RETURNS & REFUND POLICY
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1. OUR COMMITMENT TO YOU
At VOGAYA, every bag is crafted with intention — from the materials we choose to the experience of receiving your order. We want you to love what you have purchased. If for any reason your VOGAYA bag does not meet your expectations, this policy outlines how we will make it right.
Please read this policy carefully before making a purchase. By placing an order with VOGAYA, you agree to the terms set out below.
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2. RETURNS AT A GLANCE
Region | Return Window | Refund Method | Return Shipping
UAE | 14 days | Original payment method | Complimentary
GCC Countries | 14 days | Original payment method | Customer's responsibility
Europe (EU) | 14 days | Original payment + VAT | Customer's responsibility
Rest of World | 14 days | Original payment method | Customer's responsibility
Sale items (all) | — | Store credit only | Customer's responsibility
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3. ELIGIBILITY FOR RETURNS
Items we can accept
To qualify for a return, your item must meet all of the following conditions:
• Returned within 14 days of the confirmed delivery date
• In its original, unused condition — unworn, unscented, and unaltered
• With all original tags, dust bag, care card, and packaging intact
• Accompanied by your original order confirmation or proof of purchase
• Free from visible wear, scratches, marks, or cosmetic damage
Items we cannot accept
The following items are not eligible for return or refund:
• Items showing signs of use, wear, or handling beyond initial inspection
• Items with missing, removed, or altered original tags or packaging
• Items returned after the 14-day return window has elapsed
• Sale and promotional items (eligible for store credit only — see Section 8)
• Limited-edition or pre-order items (final sale unless faulty)
• Items damaged after delivery due to improper care or storage
• Gift cards and digital products
• Any item not purchased directly from www.vogaya.com
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4. HOW TO INITIATE A RETURN
We offer self-serve returns — no email required.
→ Start your return here: https://account.vogaya.com
Simply log in with the email address used at checkout. You will receive a 6-digit verification code by email — no password needed. Once logged in, go to your order, select the item you wish to return, choose your reason, and submit your request.
We will review your request within 2 business days and send you a decision and return instructions by email.
Returns sent without an approved request cannot be accepted and will be returned to sender at the customer's expense.
Return shipping address (included in your approval email):
VOGAYA Client Returns | Dubai, United Arab Emirates
We strongly recommend using a tracked, insured service for your return. VOGAYA cannot be held responsible for items lost or damaged in return transit.
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5. REFUNDS
Approved refunds
If your return is approved, your refund will be processed to your original payment method within 7–10 business days of our confirmation email. Your bank or card provider may require additional time to post the refund.
Partial refunds
A partial refund may be issued where:
• An item is returned in a condition that does not fully meet our return criteria but is accepted at our discretion
• Original packaging is missing or damaged
• A promotional discount or gift-with-purchase was included in the original order
EU customers
Customers in the European Union have the right to withdraw from a purchase within 14 days of delivery without providing a reason, in accordance with the EU Consumer Rights Directive. Your refund will include the original VAT paid. Return shipping costs from EU countries are the customer's responsibility unless the item is faulty or incorrectly sent.
Original shipping fees
Original outbound shipping fees are non-refundable unless the return is due to a VOGAYA error (incorrect item sent, manufacturing fault, or damage in transit).
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6. EXCHANGES
VOGAYA is a small-batch luxury brand with limited production runs. We do not currently offer direct exchanges. If you would like a different colour or style, please return your original item (subject to this policy) and place a new order.
If you are concerned about stock availability while your return is being processed, please contact us at elke@vogaya.com and we will do our best to assist.
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7. DAMAGED, FAULTY, OR INCORRECT ITEMS
VOGAYA products are quality-checked before dispatch. In the rare event that you receive an item with a manufacturing defect, an item damaged in transit, or an incorrect item, please contact us at elke@vogaya.com within 48 hours of delivery with your order number and photographs of the issue.
We will arrange a complimentary return and offer you a replacement, store credit, or full refund — your choice.
Items damaged due to normal wear and tear, improper care, or accidental damage are not covered under this policy.
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8. SALE AND PROMOTIONAL ITEMS
Items purchased during a sale, promotional event, or at a discounted price are considered final sale and are not eligible for a cash refund. We are pleased to offer:
• Store credit to the full value of the item, valid for 12 months from date of issue
• Credit is issued as a VOGAYA gift card redeemable at www.vogaya.com
To request store credit for a sale item, please initiate your request at https://account.vogaya.com. All other eligibility conditions apply.
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9. INTERNATIONAL RETURNS
VOGAYA ships to 38 countries worldwide. The following applies to all international returns:
• The customer is responsible for all return shipping costs unless the item is faulty or incorrectly sent
• VOGAYA is not responsible for any customs duties, taxes, or import fees incurred on returned items
• Refunds are processed in AED (UAE Dirhams). Currency conversion rates applied by your bank are outside our control
• We strongly recommend using a tracked, insured service — we cannot be liable for lost international return parcels
• Our 7–10 business day refund processing period begins from the date we receive and inspect your item
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10. NON-DELIVERY AND LOST PARCELS
If your tracked shipment shows as delivered but you have not received your order, please:
• Check with neighbours, building reception, or a safe location at your address
• Contact your local postal service or courier with your tracking number
• If unresolved, contact us at elke@vogaya.com within 7 days of the marked delivery date
VOGAYA will liaise with our logistics partners on your behalf. Investigations typically take 5–10 business days. If a parcel is confirmed lost, we will offer a replacement or full refund at our discretion.
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11. CONTACT & CLIENT CARE
Our client care team is here to ensure your VOGAYA experience is exceptional at every stage.
Email: elke@vogaya.com
Website: www.vogaya.com
Response time: Within 2 business days
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12. GOVERNING LAW
This policy is governed by the laws of the United Arab Emirates and the emirate of Dubai. For customers in the European Union, statutory consumer rights under applicable EU legislation are not affected by this policy.
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13. POLICY UPDATES
VOGAYA reserves the right to amend this Returns & Refund Policy at any time. Changes will be posted on this page with an updated effective date. Purchases made before the date of any update will be governed by the policy in effect at the time of purchase.
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VOGAYA
Timeless by Nature. Kind by Choice.
Dubai, United Arab Emirates | elke@vogaya.com | www.vogaya.com
