Refund policy

Return & Refund Policy

Thank you for shopping at Visanya. We want you to be absolutely thrilled with your new fitness and sports gear. However, we understand that sometimes a product may not be the perfect fit for your training journey.

Because we operate on a direct-to-consumer dropshipping model to bring you the best curated selection of global sports gear, our return process has specific guidelines to keep operations smooth and efficient.

1. 30-Day Return Window

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it:

  • Unworn or unused, with all original tags still attached.

  • In its original packaging.

  • Clean and free of any signs of wear, sweat, chalk, or outdoor use (for fitness gear, apparel, and equipment).

  • You will also need the receipt or proof of purchase.

2. How to Initiate a Return

To start a return, please contact our support team at [Insert Support Email, e.g., hello@visanya.store].

⚠️ Important Note on Return Shipping: > Please do not send your purchase back to the manufacturer or the address listed on your shipping label. We will provide you with the correct designated return warehouse address. Items sent back to us without first requesting a return will not be accepted.

3. Return Shipping Costs & Logistics

As a specialized dropshipping store, we work hard to keep our retail prices low. Because of this:

  • Customer Responsibility: Customers are responsible for paying their own return shipping costs unless the item arrived damaged or defective.

  • Trackable Shipping: We highly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and refunds can only be processed upon successful receipt and inspection at our warehouse.

4. Damages, Defective Items, and Wrong Products

Please inspect your order upon reception. Contact us immediately (within 48 hours of delivery) if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

In your email to [Insert Support Email], please include:

  1. Your Order Number.

  2. Clear photos or a short video showing the defect, damage, or incorrect product.

    If the fault is ours, we will arrange for a replacement to be sent out immediately or issue a full refund at no extra cost to you.

5. Non-Returnable Items & Final Sales

Certain types of items cannot be returned for hygienic and safety reasons:

  • E-gift cards.

  • Personalized/Custom gear (e.g., custom-printed team jerseys or engraved equipment).

  • Personal care/hygiene products (e.g., heavily personal items like targeted recovery compression gear, mouthguards, or intimate sportswear if the hygiene seal is broken).

  • Sale items or clearance items are final sale and cannot be returned.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

7. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method within 5 to 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund as well.