About Returns & Refunds
What is “About Returns & Refunds Information?”
If you have received your item and there seems to be something wrong with it and want to claim a return or refund, the "Returns & Refunds Information" section will get you started in the right direction.
We always take care in selecting a high quality and trusted goods to offer them for sale on the Vogueen website, however, sometimes things don't quite go according to plan.
If there is something wrong with the item you received, please contact us via e-mail. Please provide us with images of your defective or damaged item. In most cases we will send you out a replacement, however, some orders are subject to a 100% refund.
What should I do if items received are not satisfactory?
If you are not satisfied with the item and want to request a refund. Firstly, please check our Return Policy to ensure if the return is applicable for your order.
Secondly, you have to claim your refund within 45 days from the dispatch date.
Thirdly, you may be eligible for a refund or exchange depending on your situation and the type of item you purchased. At Vogueen, we reserve all the rights to charge a handling fee on all items returned for non-quality issues. Under any circumstance, we will not refund the original shipping cost.
What should I do if I have received the wrong order or items?
If you have received an item that you did not order or somebody else's order entirely, please contact us as soon as possible.
To help our Customer Support Team to know what problem you have, please kindly attach some clear photos of the incorrect order or items you have received.
Perceived color differences due to the display settings of your computer monitor are not grounds for an exchange or refund.
What should I do if an item in my orders is missing?
For logistical reasons, items in the same order will sometimes be sent in separate packages so they get to you faster. You may receive one item before the next. So don’t panic if you don’t receive all of your items at once… they are on the way!
If you are certain that an item is missing from your order, please contact our Customer Support as soon as possible. We will be happy to track it for you. Once we are confirmed that an item was missing, either we will refund you the item cost or send you a replacement 100% free of charge.
What should I do if I received a defective or damaged item?
If the item you received is damaged or defective during shipping, you are eligible for a replacement.
Please contact Customer Service Team and be ready to provide photos or operating videos clearly showing the problem with the item.
Alternatively, you can open the item in front of the delivery person and if you find that it is damaged during shipping, you can reject it. Then you need to contact the Customer Service Team as soon as possible.
Vogueen offers insurance cover under following circumstances:
Lost in transit: If the product delivery exceeds 30 days then its scheduled date, Vogueen will assume product is lost in transit and refund you.
Damage in transit: If the product gets damaged during delivery.
How soon will I receive my refund?
In most cases, we will refund your money within 5 business days after your refund has been processed. The refund will be credited to your account that you used to pay the order. PayPal refunds are instant but refunds to your credit/debit card can take up to 6 business days.
