Returns and Refunds

Return windows by line

• By law, goods bought remotely can be refused at any time before they are handed over to you and within 7 days after you receive them, or within 3 months if the return terms were not given to you in writing on delivery, provided the item keeps its presentation and consumer properties; an item made to your individual specification that only you can use is excluded (Art. 26.1 of Law of the Russian Federation No. 2300-1 of 7 February 1992 “On Consumer Rights Protection”). No window below is shorter than this, and some are longer.
• Old Money: within 14 days of delivery.
• VITON XIII: within 14 days of arrival, unopened, with the seal intact.
• VITON¹³ & RISE and ANIRI: confirmed with the studio before payment, so the return terms are agreed per order and repeated in the order conversation. The statutory right to refuse goods bought remotely within 7 days after receipt applies to them as well, except items made to your individual measurements.
• VIT MARKET: the terms confirmed in the order conversation for that item; where none were stated, the 14-day window applies to items that can be returned. The statutory right to refuse goods bought remotely within 7 days after receipt applies to these items as well, except items made to your individual measurements.
• Studio services and VITON¹³ SCHOOL courses: see the cancellation section below.

The condition an item must be in

A returned garment must be unworn, unwashed and unaltered, with its tags and original packaging, and an Old Money piece comes back with its TraceTag document. A fragrance must be unopened with the seal intact. Accessories and footwear must show no signs of use. An item that does not meet these conditions can be refused or refunded in part, and we tell you which before deciding.

What cannot be returned

• Personalised, altered or specially produced items.
• Fragrance bottles that have been opened or unsealed.
• Digital work that has been delivered and approved, and services after the work has been completed.
• The part of a course already given; the rest is cancelled as described in the cancellation section below.
• Items for which the order conversation stated a different rule, where the law allows such a rule.

How to return an item

• 1. Within the window, email viton13bussiness@gmail.com or use the order conversation: order number, the item and the reason. For a damaged, defective or wrong item the time limits under “Damaged, defective or wrong items” apply instead.
• 2. We confirm that the return is accepted and send the return address and packing instructions. Do not ship before you have them: the sender address on the parcel is not necessarily the return destination.
• 3. Pack the item in its original packaging and send it with a tracked service within the window; keep the tracking number.
• 4. We inspect the item on arrival and confirm the outcome to you.
• 5. The refund is issued to the payment route you used, no later than 10 days from the date of your request.

How to request a return ›Contact page ›

Who pays the return shipping

When an item is damaged, defective or not what you ordered, the seller pays the return shipping. In every other case the return shipping is paid by you unless the law of your country requires otherwise. Because delivery depends on the destination and the address, the return route and its cost for a destination outside the country of dispatch are agreed individually in the order conversation before you send anything.

When and how the money comes back

The money comes back no later than 10 days from the date of your request. It goes back to the payment route you used — the same card, PayPal account, wallet or transfer — unless the law requires another route or you agree a different one with us; your bank or provider may need extra days to show it. A part of the amount can be kept when an item comes back incomplete or outside the conditions above, and we tell you the reason. Delivery fees are refunded when the return is due to our error or the law requires it.

Track a refund ›

Exchanging a size or a colour

An Old Money piece can be exchanged for another size or colour within the return window, subject to availability: write to us with the order number and the size you need, and we reserve it while the first item travels back. When the size is not available, the return is refunded and you place a new order. RISE and ANIRI exchanges are agreed with the studio in the order conversation.

Damaged, defective or wrong items

Write to us as soon as you notice the problem, with the order number, a description and photographs of the item and the packaging; keep the packaging until the case is closed. You can claim for a defect within the warranty period or, if none is set, within two years of delivery (Art. 19 of Law No. 2300-1). For a defective item you choose a replacement, a price reduction, a repair or a refund (Art. 18 of the same law), and the seller covers the return shipping in those cases. Do not send anything back before you receive the return address and instructions from us.

Report a damaged or incorrect delivery ›

Cancelling before dispatch

An order can be cancelled from the order conversation at no cost until it is dispatched, and anything already paid is refunded in full. Once a parcel has left, the return steps above apply.

Cancelling a service or a course

A studio service can be cancelled without charge until you approve the written scope. After work has started, the work completed by then is charged and the remainder is refunded; a delivery that does not match the approved scope is corrected within the revision rounds printed on the service page. Monthly support stops on 30 days' notice. A course can be cancelled before its confirmed start for a full refund; after the start, the programme conditions sent at admission apply. In every case you may stop a service or a course at any time and pay only for the part already provided and the seller's actual costs (Art. 32 of the consumer-protection law).

Your legal rights

Russian consumer law — Law of the Russian Federation No. 2300-1 of 7 February 1992 “On Consumer Rights Protection” — and the consumer law of the country where you live may give you additional rights, for example a statutory period to withdraw from a distance purchase or remedies for a defective product. Nothing on this page reduces them; where they go further than this page, they apply.

Questions about a return

Email viton13bussiness@gmail.com, call or WhatsApp +7 981 107-82-51, write to Telegram @Vitonsupport or use the order conversation. VITON¹³ takes requests 24/7.

Help Center ›Contact page ›