FAQ
POLICIES
We aim to deliver the product to you at the place of delivery requested in your order.
We will attempt to notify you if the delivery will be late, but, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.
We deliver in our standard packaging. You acknowledge that the products are standard and not made bespoke to fit any particular requirements that you may have.
When ordering on the website Vibecatcher.vn, there is no co-checking policy upon receiving the products. Any problems that may arise regarding exchange or return of your products will be resolved by Vibecatcher Vietnam after completing the delivery process.
MANDATORY UNBOXING VIDEO
For all returns, you are required to clearly record the entire process of opening the package from start to finish, without any edits. We do not accept complaints regarding damage or missing items without an unboxing video.
CRITERIA
Product purchased at full price or with a maximum of 30% discount. We do not accept returns for products purchased at more than 30% discount during promotional periods.
Product must be unused, in its original condition, with all labels intact, and without damage.
Product must be free of stains, scratches, bent edges, ink marks, or any defect not caused by shipping.
All original packaging (including boxes, cases, protective sleeves, and accessories such as stickers, ribbons, plastic wraps) must be included and in perfect condition — no dents, tears, or adhesive marks.
Return requests must be made within 14 days of receiving the order. Returned products must arrive at our designated return location no later than 7 days after your request is approved.
Please reuse the outer shipping box we sent, wrap the product securely, and mark the package as FRAGILE to protect it during transit. We do not accept returns with damaged product packaging.
Refunds are processed within 7–14 business days after we receive and verify the returned products. Refunds will be issued to your original payment method. Shipping costs are non-refundable.
To submit a return request, contact our Customer Service Team at vibecatcher.official@gmail.com.
MANDATORY UNBOXING VIDEO
The same unboxing video requirement applies to all exchange requests.
EGLIGIBLE REASONS
Incorrect Item
Product received does not match your order (e.g., ordered a dotted notebook but received a lined notebook).
Mismatch between product description and item received (e.g., ordered pastel blue pen, received pastel pink).
Damage/Defect Upon Arrival
Torn or bent notebook covers/pages.
Leaking or broken pens.
Scratched, dented, or deformed desk organizers.
Missing accessories (e.g., stickers, pen refills, bookmarks included in the set).
EXCHANGE CONDITIONS
Exchanges are only available for the same product (same SKU, size/type, and color/style). If you wish to change to another product, you may request a refund (if eligible) and place a new order.
Exchange requests must be made within 14 days of receiving the order. Products must arrive at our designated location within 7 days after exchange approval.
Products must be unused and in original packaging.
To submit an exchange request, contact vibecatcher.official@gmail.com.
WE DO NOT ACCEPT RETURNS OR EXCHANGES FOR:
Products damaged due to customer misuse or storage conditions.
Personalized or custom-made products.
Items purchased during clearance sales (over 30% discount).
Requests based solely on minor color differences caused by lighting or screen display.
Check the package upon arrival for any visible damage.
Verify that the contents match your order in quantity, type, style, and condition.
If you receive a faulty product, contact our Customer Service immediately with your order number, product details, and unboxing video.