Refund policy

RETURNS & EXCHANGES

At MENTALVKTM, we aim for perfection in every piece. However, due to the limited nature of our drops and the custom elements of our garments, we maintain a strict return policy to ensure product integrity.

RETURN GUIDELINES

  • Eligibility: Returns or exchanges are accepted within 14 days of delivery. Items must be in original, unworn, and unwashed condition with all tags and custom packaging intact.

  • Restocking Fee: All returned items are subject to a 5% restocking fee. This fee will be deducted from your total refund amount to cover the inspection and processing of returned goods.

  • Customer Liability: The customer is responsible for all return shipping costs. Original shipping fees are non-refundable.

  • Final Sale: Please note that all Pre-Order items and discounted "Sale" items are final sale and are not eligible for return or exchange unless there is a confirmed manufacturing defect.

OUTLETS & POP-UPS

Items purchased during Pop-Ups or in outlet stores are subject to a different set of terms:

  • No Refunds: Items purchased at these locations will NOT be refunded.

  • Exchanges: Only size or garment exchanges will be possible, and only on the specific dates on which the Pop-Up is active. Once the Pop-Up event has concluded, these items are considered final sale.

EXCHANGES & STORE CREDIT (ONLINE)

Because our collections often sell out quickly, we cannot always guarantee an even exchange for a different size for online orders.

If your desired size is out of stock, we will issue Store Credit for the remaining value of your item (minus the 5% restocking fee and original shipping costs) once the return is processed and inspected.

DEFECTIVE OR INCORRECT ITEMS

If you received an incorrect item or a garment with a manufacturing defect (e.g., print errors, stitching issues, or hardware failure), please notify us within 48 hours of delivery.

In these specific cases:

  • The 5% restocking fee will be waived.

  • We will provide a pre-paid shipping label.

  • We will prioritize a replacement or a full refund.

RETURN SHIPPING PROCESS

To initiate a return for an online order, please follow the steps below through our automated system:

  1. Log into our Customer Portal using the email address associated with your order.

  2. Request a Refund by selecting the specific items you would like to return and providing the reason for the request.

  3. Approval: Once your return is approved by our team, we will supply you with a pre-paid shipping label.

  4. Ship: Print the label and drop the package off at the designated courier location.

  5. Credit: Upon arrival and inspection at our facility, the cost of this shipping label will be deducted from the total store credit allocated to your account.

Note: If you need additional help with your return or the customer portal, please contact official@mentalvktm.com.