Return Policy

Order Cancellation

Should you wish to cancel an order, please make the request before the order is dispatched. Typically, we take 1-3 business days to process orders, and if the order has already been shipped, we will send a shipping notification via email.

If you still wish to cancel the order after it has been dispatched, we will attempt to contact the courier to intercept the package; however, interception is not guaranteed. If successful, we will cancel the order, but any incurred shipping costs are non-refundable. If interception fails, you will need to return the package once you receive it. You will be responsible for return shipping costs. After confirming the condition of the returned package, we will issue a refund for the product price. Please note that shipping costs are non-refundable.

7-Day Return Policy

We offer a 7-day return policy, allowing you to request a return within 7 days of receiving your item (as confirmed by the shipping tracking record).

To be eligible for a return, your item must meet the following criteria:

• The item must be in the same condition as when you received it.
• It must be unworn or unused, with tags attached.
• The item must be in its original packaging.
• You must provide the receipt or proof of purchase.

Shipping Costs: Customers are responsible for the return shipping costs. Please note that original shipping fees and customs duties are non-refundable.

Exceptions/Non-Returnable Items

• Sale items
• Gift cards

Our return policy applies exclusively to products intended for personal use and does not extend to commercial, rental, or unintended use. Additionally, returns cannot be processed for damages resulting from misuse, improper maintenance, failure to perform preventive maintenance, or non-compliance with the user manual.

Please note that random returns are not accepted. Returns are only permitted for products with quality issues that cannot be resolved through technical support. Upon receiving your order, please inspect it carefully. If you discover any defects, damages, or if you received the wrong item, kindly contact us immediately at support@vgnlab.com. Include a picture of the package and product, your order number, and a description of the issue. This will enable us to promptly assess and address the situation.

Return Process

1. Contact Customer Service: Reach out to our customer service at support@vgnlab.com to initiate a return or refund inquiry. Please include your order number and the reason for the return in your message.
2. Return Approval: Once your return request is approved by our team, you will receive further instructions via email.
3. Package Your Item: Pack the item securely in its original packaging to ensure safe transit.
4. Shipping Instructions: Once the return is authorized, our customer service team will provide the shipping address, including recipient details and phone number.

Refunds

We will notify you once we’ve received and inspected your return and inform you whether your refund has been approved. If approved, the refund will be processed to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us to confirm the status at support@vgnlab.com.

Exchanges

We only offer exchanges for items that are defective or damaged upon receipt. If you need to exchange an item for the same product, the quickest way to ensure a smooth exchange process is as follows:

1. Initiate a return for the defective or damaged item following the steps outlined in our Return Policy.
2. Once your return is accepted and processed, make a separate purchase for the new item you wish to receive.

Disclaimer

Please note that we are not responsible for any consequential damages resulting from product use. Additionally, our refund policy does not cover damages caused by external factors.

If you have any questions about returning or exchanging your item, please contact us at support@vgnlab.com.