Refund policy

Violent Design Culture (“VDC”, “we”, “us”, “our”)

Last updated: November 14th 2025

1. General Provisions

1.1 Scope of Policy

This Return & Refund Policy (“Policy”) governs all return requests, refund claims, exchanges, cancellations, and withdrawal rights applicable to purchases made through Violent Design Culture. By placing an order with us, the customer (“you”) acknowledges, accepts, and agrees to the terms outlined herein. This Policy applies concurrently with our Terms of Service and Privacy Policy.

1.2 Compliance With Dutch and EU Law

VDC operates from the Netherlands and adheres to applicable Dutch consumer regulations (Herroepingsrecht) and EU consumer protection directives, including the EU 14-day withdrawal period where legally required. For customers located outside the European Union, the terms in this Policy apply to the fullest extent permitted by local law.

1.3 Limitations and Exceptions

Certain items are strictly non-returnable due to hygiene, safety, legal, or product-integrity reasons. These exceptions are further defined in Section 5 of this Policy. By purchasing restricted items, you attest that you are at least 18 years old and legally permitted to own such items. these exceptions override the 14-day withdrawal right where law permits.

 

2. Eligibility for Returns

2.1 Standard 14-Day Withdrawal Period (EU Customers)

Customers within the European Union are entitled to a statutory 14-day withdrawal period starting from the day the order is delivered. During this period, customers may request a return for eligible products without the obligation to provide a reason.

2.2 International Customers Outside the EU

For customers located outside the European Union, VDC does not accept returns due to prohibitive shipping costs, customs restrictions, and logistical limitations. All purchases made from outside the EU are considered final and non-returnable, except in cases where the product is demonstrably defective upon arrival and where local law obligates us to offer a remedy.

Customers outside the EU acknowledge that orders are placed at their own discretion and that VDC cannot process or receive return shipments from non-EU countries. In cases where a defect claim is approved, VDC may, at its sole discretion, issue a refund, replacement, or store credit without requiring the item to be shipped back. Customers outside the EU waive the right of withdrawal

2.3 Condition Requirements

Returned items must strictly meet the following conditions:

  • Unworn, unwashed, unused, and in original condition
  • Original packaging, including all tags, labels, accessories, and protective films
  • No signs of wear, including odours, stains, dirt, tears, or damage
  • Sealed items must remain sealed
  • Self-defense sprays and similar items must remain unopened and unused
  • Stickers, patches, and small accessories must be unused and complete

Failure to comply with these requirements may result in refusal of the return.

 

3. Return Procedure

3.1 Initiating a Return Request

To initiate a return, customers must contact us through one of the following official channels:

  • Our website inbox/chat system (preferred and fastest method)
  • Email

Customers must contact us before shipping any items back. Returns sent without prior authorization may be rejected or significantly delayed.

3.2 Response Time

VDC will respond to return inquiries within 48 hours on business days.

3.3 Required Information

Customers must provide:

  • Full name
  • Email address
  • Order number
  • Reason for return
  • Clear photographic evidence (if required)

3.4 Return Address

For security, operational, and logistical reasons, VDC does not publicly list a return address.
Customers will receive the appropriate return address after the return request is reviewed and approved.

 

4. Customer Responsibilities for Returns

4.1 Cost of Return Shipping

Customers are responsible for the full cost of return shipping. Original shipping charges paid at checkout are non-refundable.

4.2 Tracking and Shipment Risk

We strongly recommend that customers use tracked shipping for returns.

  • Tracked Returns: Customers must provide the tracking number once shipped.
  • Untracked Returns: Accepted but entirely at the customer’s own risk. Lost or missing parcels without tracking cannot be refunded.

4.3 Safe Packaging

Customers must ensure that returned products are packaged securely and appropriately to prevent damage during transit. Products damaged due to improper packaging may not be eligible for refund.

 

5. Non-Returnable Items

5.1 Categories Excluded from Returns

For hygiene, safety, legal, and regulatory reasons, the following items cannot be returned, except where required by law or in cases where the item is demonstrably defective upon arrival:

  • Self-defense sprays and personal security tools
  • Knives, sharp tools, and bladed products
  • Protective vests
  • Used military surplus items
  • Customized or personalized items
  • Gift cards and digital content
  • Downloadable items
  • Items marked as “Final Sale” or “Sale”
  • Items with broken seals
  • Products showing signs of wear, use, or tampering

5.2 Age-Restricted Items

Items requiring customers to be at least 18 years old (e.g., self-defense tools, certain knives) are non-returnable unless defective.
If a customer falsely declares their age or violates age restrictions:

  • VDC may cancel the order without refund
  • The customer assumes full legal responsibility
  • VDC may request age verification at any time
  • Fraudulent orders may be denied service permanently

If VDC suspects a customer is under 18, the order may be paused or canceled until age verification is provided. Shipping carriers may require age verification at delivery.

 

6. Refunds

6.1 Refund Method

Approved refunds will be issued to:

  • The original payment method
    or, at VDC’s discretion:
  • Store credit
  • Gift card value

6.2 Refund Amount

Customers will receive a refund only for the cost of the returned product(s).
The following are not reimbursed:

  • Original shipping costs
  • Return shipping costs
  • Customs duties or import taxes (if applicable)
  • Damage caused by the customer
  • Items returned in non-eligible condition

6.3 Processing Time

Once a return is received and inspected, refund processing typically takes 7–14 business days.
Processing times may vary depending on the payment provider.

 

7. Exchanges

7.1 No Direct Exchanges

VDC does not offer direct exchanges due to inventory limitations and efficiency considerations.
To exchange an item:

  1. Return the original item following this Policy.
  2. Place a new order for the desired item.

This ensures the fastest and most consistent customer experience.

 

8. Cancellations

8.1 Cancellation Window

Orders can be canceled under the following conditions:

  • Orders placed before 14:00 CET may be canceled before 14:00 CET on the same day.
  • Orders placed after 14:00 CET may be canceled until 14:00 CET the following day.

8.2 Processing Fee

A mandatory processing fee of €3.95 applies to cancellations.
This covers payment processing fees which are not refunded to us by payment providers.

8.3 Orders Already Shipped

If the order has been handed over to the courier, cancellation is no longer possible.
The customer must follow the standard return procedure once the parcel is delivered.

 

9. Defective or Incorrect Items

9.1 Reporting Requirements

If an item arrives damaged, incorrect, or defective, customers must contact us within 48 hours of delivery. Photographic proof is required.

9.2 Verification

VDC reserves the right to assess whether:

  • The defect existed upon arrival
  • Damage was caused by misuse or intentional tampering

9.3 Resolution Options

If approved, customers may receive:

  • A replacement item (if available)
  • A full refund
  • Store credit
  • Partial refund depending on the nature of the defect

 

10. EU Mandatory Legal Rights

10.1 Consumer Statutory Rights

Nothing in this Policy restricts or replaces your statutory consumer rights under EU or Dutch law.
However, statutory rights do not override safety, hygiene, or age-restricted product regulations.

 

11. Final Provisions

11.1 Fraud Prevention

VDC reserves the right to refuse returns or refunds in cases involving:

  • Fraud
  • Abuse of return policies
  • Excessive return behaviour
  • Violations of our Terms of Service

11.2 Updates to This Policy

We may amend this Policy at any time to reflect legal changes, operational adjustments, or safety requirements. Updates are posted on our website with a revised “Last Updated” date.