Refund policy
At Vevianna, customer satisfaction is important to us. If you are not fully satisfied with your purchase, we are here to help. This Return & Refund Policy explains the conditions under which returns, refunds, and related requests may be accepted.
By placing an order with Vevianna, you agree to the terms outlined below.
1. Return Eligibility
We accept return requests within 7 days after you receive your order.
To be eligible for a return:
- The item must be unused, unworn, and in its original condition
- The item must be returned in its original packaging where possible
- Proof of purchase or order confirmation must be provided
We reserve the right to refuse returns that do not meet these conditions.
2. Non-Returnable Items
Certain items may not be eligible for return due to hygiene, safety, or product-specific reasons. Items that are clearly used, damaged after delivery by the customer, or not in their original condition may not qualify for a refund.
3. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
To help us resolve the issue promptly, please include:
- Your order number
- A brief description of the issue
- Clear photos showing the item and the problem
Once reviewed, we will work with you to offer an appropriate solution, which may include a replacement, refund, or other resolution where applicable.
4. Return Process
To request a return, please contact our support team within the return window.
If your return is approved, we will provide further instructions for the return process. Items sent back without first contacting us may not be accepted.
5. Refunds
Once the returned item is received and inspected, we will notify you of the outcome of your refund request.
If approved, your refund will be issued to the original payment method used for the purchase. Please note that processing times may vary depending on your payment provider or financial institution.
6. Shipping Costs
Original shipping charges are non-refundable unless the return is due to an error on our part, or the item arrived damaged or defective.
Customers may be responsible for return shipping costs unless otherwise stated.
7. Order Cancellations
If you need to cancel an order, please contact us as soon as possible.
If the order has not yet been processed or shipped, we may be able to cancel it. Once an order has been processed or dispatched, cancellation may no longer be possible.
8. Late or Missing Refunds
If you have not received your refund after being notified that it has been processed, we recommend:
- Checking your bank account again
- Contacting your card provider or payment provider
- Allowing additional processing time, as some refunds may take several business days to appear
If you still need assistance, please contact our support team.
9. Delivery Time
Orders are typically delivered within 8 to 10 business days after dispatch, depending on destination and courier operations. Delivery times are estimates and may occasionally be affected by external delays beyond our control.
10. Contact Us
For any questions regarding returns, refunds, or order issues, please contact:
Vevianna
Email: vevianna.shop@gmail.com