Refund policy

RETURNS & REFUNDS POLICY

At The Vee's Knees, we strive to provide clarity and fairness in our returns and refunds process. Please carefully review our policy before making a purchase, as it applies to all orders placed on our website.

CAN I RETURN MY ITEM FOR A REFUND OR EXCHANGE?

Refunds or exchanges are available only in the following cases:

  • Faulty or Damaged Items: If a product arrives faulty or damaged, we will refund or exchange it once proof of damage is provided.
  • Allergic Reactions: If you experience an allergic reaction, refunds or exchanges will be processed upon receipt of sufficient proof.

Items are not eligible for refunds or exchanges under these conditions:

  • Due to hygiene reasons, unwanted items or changes of mind are not accepted.
  • Opened products cannot be returned unless related to an allergic reaction.

HOW LONG AFTER PURCHASE CAN I MAKE A RETURN?

  • Damaged or faulty items must be reported within 7 days of receipt.
  • Returned items must reach us within 14 days of receipt.

HOW TO MAKE A RETURN?

  • To start a return, you can contact us at vees2025@outlook.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

    You can always contact us for any return question at vees2025@outlook.com. 

RETURNS ON BUNDLE BOXES

  • Products in bundle boxes are non-refundable and cannot be exchanged, regardless of preferences or duplicates.
  • Items are randomly selected, and variations in shades or products may occur.
  • If an item is damaged in transit, a partial refund of up to 5% may be issued.

COMPETITION AND GIVEAWAY RETURNS

  • Items received via competitions or giveaways are non-refundable and non-exchangeable, including for colour or preference mismatches.

PRE-ORDER PRODUCTS

  • Pre-order items are shipped once all items in your order are in stock.
  • Delivery dates for pre-orders are estimates and subject to change.
  • Full payment is required at the time of placing the order.
  • For cancellations or modifications, standard return and cancellation policies apply.

HOW LONG DOES A REFUND TAKE?

  • Refunds are processed within 5-10 working days of receiving the return.
  • During peak times, processing may take longer. Refunds are issued to the original payment method and may take up to 14 working days to reflect in your account.

CAN I GET MY SHIPPING FEES BACK?

  • Shipping fees are non-refundable, except in cases of errors on our part or if an item is faulty or damaged.
  • Shipping delays are beyond our control and are not grounds for reimbursement of shipping costs.

I RECEIVED A FAULTY ITEM, WHAT DO I DO?

  • Email vees2025@outlook.com with proof of the fault or damage.
  • If the packaging is damaged, a partial refund of up to 10% may be issued. For further action, claims against the courier service may take up to 30 days to process.

I RECEIVED AN INCORRECT OR MISSING ITEM, WHAT DO I DO?

  • Contact Vees2025@outlook.com with:

    1. An image of the received order.
    2. The packing slip and invoice.
    3. An image of the outer packaging.

  • Packing discrepancies will be investigated thoroughly. Claims may be refused if packing checks verify order accuracy. Fraudulent claims will result in account restrictions.

    This should be reported to us within 14 days of receipt.

MY ORDER IS MISSING, WHAT DO I DO?

  • Contact Vees2025@outlook.com if your order is missing.
  • Claims for lost parcels may take up to 30 days for resolution, and actions will depend on the outcome of the courier's investigation.

DO I HAVE TO PAY FOR RETURN POSTAGE?

  • Returns are only accepted if the items and faulty, damaged or in the event of an allergic reaction, in which case a returns label will be provided. 
  • Retain proof of postage; The Vee's Knees is not liable for returns lost in transit.

HAVE YOU RECEIVED MY RETURN?

  • Allow up to 14 working days for returned parcels to reach us.
  • If you haven’t received a refund after 30 working days, contact customer care with your order details.

I MADE A MISTAKE ON MY ORDER, WHAT DO I DO?

  • Orders cannot be amended or cancelled once placed due to the automated processing system.
  • Please ensure all order details are accurate at checkout.

SALE REFUNDS

  • Price adjustments cannot be made for orders placed before a sale.
  • Items purchased during sales are non-refundable and non-exchangeable.

CAN I CANCEL MY ORDER?

  • The Vee's Knees reserves the right to cancel any order flagged as fraudulent, containing out-of-stock items, or due to technical issues.
  • If you wish to cancel your order, please contact Vees2025@outlook.com as soon as possible.
  • Orders cannot be cancelled after they have been processed for dispatch.
  • Cancellation requests will be processed based on the order's status at the time of inquiry, and acceptance of cancellations is not guaranteed once the order is in progress.


IMPORTANT NOTES

  • All refunds, exchanges, or claims must adhere to the terms stated above.
  • By placing an order, you agree to these terms.
  • The Vee's Knees reserves the right to modify this policy at any time without prior notice.

For further assistance, please contact us at Vees2025@outlook.com