Welcome to the Vonado Return & Refund Policy page. Before proceeding with returning a product to us, we kindly request that you carefully read and understand the following instructions.
If you have any questions or needassistance,If you have any further inquiries or need clarification regarding our return and refund policy, please feel free to contact us. We value your
satisfaction and aim to provide exceptional customer service throughout the return process.
How to cancel my order?
If you decide to cancel your order, please contact our team at [email protected] to inform us of your decision.
If the parcel has not yet been dispatched to the distribution center, we can promptly cancel your order without any issues.
In the event that the parcel is currently in transit to the distribution center or has already arrived there, we will make every effort to retrieve the parcel and cancel your order.
However, if retrieval is not possible, you will be required to return the parcel to us once it is in your possession.
Once the parcel is already with the courier, unfortunately, we cannot cancel the order as it is beyond our ability to return the parcel at that stage. In this case, you will need to
proceed with returning the parcel to us once it is delivered to you.
Is it possible for me to decline the delivery of my parcel?
In short, if you've changed your mind about your order and seek a refund, please accept the delivery of the parcel and proceed to ship it back to us. Refusing delivery of the
parcel will result in it being stored with the courier for a few days, after which it will be returned to a courier hub or distribution center and ultimately destroyed. The parcel will not
be returned to us. In such a scenario, we won't be able to offer a replacement or issue a refund.
Who bears the responsibility for the return shipping cost?
If we have mistakenly sent you the wrong item, we will take care of all the return fees associated with the process. However, if you have changed your mind about a purchase,
you will be responsible for covering all return fees.
When returning a parcel, it is essential to use a tracked shipping method to ensure its secure delivery. Once you've dispatched the return, kindly provide us with the tracking
number promptly. This will allow us to monitor the return shipment and facilitate a smoother process.
Exchange & Return item(s) Policy:
(1) If there are any quality problems with the items due to our fault within 15 days of order delivery, you will be eligible for an exchange
(provided that the issue is not a result of man-made damage after testing). However, please note that refunds will not be supported in this case.
(2) In the event of quality problems, you may return your item within 7 days of order delivery.
(3) If you suspect a faulty item in your product, please send us an email at [email protected], and we will verify the details of the fault. Kindly include your Order ID#, as well as
the Item number(s) you wish to return.
(4) Products damaged during transit must be reported to [email protected] within 24 hours of receiving the goods. We strongly advise against opening the package if it appears to have been damaged in transit.
(5) Please note that if you have already started building the sets, we regret to inform you that we cannot accept the return, as it will affect the resales.
How do I return the packages?
To return the packages, please follow these steps:
Reach out to us through the 'contact us' page on our website, and we will respond within 24 hours during business days (Monday to Friday, 9:00 am to 6:00 pm).
Note: Defective items can be exchanged within 15 days of the order delivery. We advise customers to retain the original packaging until the items are confirmed to be in good
(unused) condition. Our customer support team may request you to provide a picture or video displaying the product's defect and the original packaging for research purposes
and to assist with any product or order-related inquiries. Please ensure the images are well-lit and taken from a close to medium distance for proper identification and
verification of the issue(s).
After receiving our response, please send the return package to our designated Return Office as instructed. Failure to do so may result in us being unable to process the return.
How long can I receive your refund?
Refunds will be credited to your PayPal account within 1 to 3 days after we receive the return package. You will receive 2 confirmation emails from both PayPal and Vonado.
To verify your refund, you can check your PayPal Account or contact PayPal directly.
To initiate the return process for your product, please send us an email at [email protected]. Our customer support team will guide you through the necessary steps and provide
you with further instructions.
Should you require any additional assistance or have any other inquiries, feel free to reach out to us. We are committed to ensuring a smooth and satisfactory return experience
for our valued customers.