Refund policy

Refund, Resend, and Returns Policy

 

This policy is to be used as a resource for our customers. Please review it carefully.

We will offer a refund, resend, or accept a return for any of the following cases:

 

1. Delayed Orders

 

If your order is lacking tracking information, is in transit, or is pending, a refund or resend will be considered 14 days after the order was shipped from our warehouse.

  • For orders shipped to the USA, it will be counted 20 days after the order was shipped.

Note: Sometimes, a package may arrive at the nearest post office to you and be pending due to an insufficient address or being unclaimed. In these cases, it is much more convenient for you to contact the local post office for delivery.

 

2. Orders Not Received

 

We will not issue a refund or resend if the tracking information shows the order as delivered.

  • If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.

Tracking Information Alerts If the tracking information shows an alert, the reasons are listed below:

  • Incorrect/insufficient address

  • No such number

  • Unknown recipient

  • Refused

  • Did not pick up in time

  • No safe delivery location

  • Uncleared customs

Notes:

  • If your package is returned to the local post office for storage, you will need to pick it up yourself. If the package is not claimed, it will be returned to the sender.

  • If the logistics company provides return service to the Vain Products warehouse in China, we will put the products in your private inventory and will not issue a refund.

  • We cannot offer a refund or resend if you do not process the undelivered orders or packages that are destroyed by logistics companies.

 

3. Damaged Products

 

  • We offer a full refund or a replacement if packages arrive badly damaged.

  • We offer a partial refund or a replacement if packages arrive partially damaged (except for minor issues like thread, slight wrinkles, or small scratches).

  • For fragile products, a refund is highly recommended.

  • For damaged packing boxes, we cannot offer any refunds or other after-sale services due to the long-distance international delivery.

  • For ordinary, electronic products, you shall complain or open a dispute with us within 30 days after packages are delivered.

 

4. Incorrect or Missing Products

 

  • For incorrect products, we offer a full refund or replacement.

  • For products with the wrong color, size, etc. that do not affect the product's function, we offer a refund or resend if you provide a screenshot of your client's complaint, including their name, complaint content, and date.

  • For missing parts that do not affect the product's function, we may partially refund you or resend the missing part; for missing parts that affect the product's function, we will only resend the product.

  • For accessories, we will resend the accessories.

 

5. Order Cancellation

 

We offer a full refund before products are processed by our warehouses.

  • After payment, customized products, preorder inventory orders, and video/photo orders cannot be canceled.

 

6. Unacceptable Disputes

 

We will not accept any unreasonable disputes, including but not limited to:

  • The buyer does not like it.

  • The product description is not real.

  • The product smells unusual.

  • The buyer ordered the wrong item or SKU.

  • The shipping address was provided incorrectly.

  • The product difference was negotiated in advance.

  • Tracking information deleted by logistics companies or local post offices.

  • Packages returned/discarded/detained due to the consignee’s failure to comply with customs clearance.

Vain Products always tries to offer the best service. If you have any other questions, please feel free to contact us.

support@vainproducts.com.