What is VV’s return policy?
- Items once purchased are not eligible for exchanges and/or return. Therefore, please take careful precautions when placing an order to purchase these items.
- Returns can only be applicable for ordered/purchased items with manufacturing defects or for wrongly sent items. Also, all returns/refunds must be made within 3 days upon receiving said item with evidence. Any application for return that is made after the stated duration will not be accepted.
- Items must be returned unworn, unwashed, undamaged, and with all original tags attached.
How do I make a return?
- Contact VV eHouse’s customer service through our website or email to customer@vv-ehouse.com.
- Provide the order ID, item name you would like to return, indicate the reasons, and attach some proof photos.
- VV will review each Buyer’s application on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application is successful.
- The approval of your request for refund and return will be made by VV in its sole discretion. Buyer acknowledges and agrees that VV’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against VV or its affiliates in relation to such decision.
Eligible Reasons for Returns
- The Item has not been received by Buyer;
- The Item was defective and/or damaged on delivery;
- The Item received is incomplete (missing quantity or accessories);
- Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;
- The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item;
- The Item received has physical damage (e.g. dented, scratched, shattered);
- The Item received is faulty (e.g. malfunction, does not work as intended);
- Expired products
Buyer may only apply for the refund and/or return of the Item in the following circumstances:
Condition of Returning Item
- Items must be returned in their original, unopened packaging, with seals and shrink-wrap intact. All tags, manuals, and accessories that were included with the purchase must be returned as well;
- For clothing and wearables, Items must be unworn (except for trying on purposes), unwashed, with all original tags attached, and must not have signs of wear or use;
- For other refund and/or returns permitted under Clause 3.1, to enjoy a hassle-free experience when returning the Item, Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Seller in the condition received by Buyer on delivery. We will recommend Buyer to take a photo of the Item upon receipt.
Liability for Forward Shipping Fee and Return Shipping Fee
- In the scenario of an unforeseen error from the seller's end (i.e. - damaged, faulty, incomplete or wrong Item delivered to the buyer), the seller will bear buyer's forward and return shipping fees.
Refunds
- Buyer will only be refunded after VV has received the confirmation from Seller that Seller has received the returned Item. In the event where VV does not hear from Seller within a specified time, VV will be at liberty to refund the applicable sum to Buyer without further notice to Seller. The refund may be made via the same payment method used by the Buyer for the original purchase (“Original Payment Method”). In the event that VV is unable to effect the refund via the Original Payment Method for any reason whatsoever (including, but not limited to, where the Original Payment Method is no longer valid or cannot be used to receive funds), Buyer acknowledges and agrees that (i) VV may effect the refund via the issuance of VV vouchers (of equivalent value to the refund amount) in accordance with such timeline as may be determined by VV, and (ii) upon issuance of such vouchers, Buyer shall have no further right or claim against VV in connection with such refund.
- In the event that a request for a refund has been approved by VV and the purchase monies had already been disbursed to Seller, VV may deduct the necessary amount from the Seller’s Balance in accordance with the Terms of Service.
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