Thank you for choosing us at Voorals! We appreciate your trust and strive to ensure that all our customers are satisfied with our services and the items they purchase.

If you encounter any issues with your order, please contact our support team at [email protected]. We aim to respond within 24 to 48 hours.

IMPORTANT POLICIES

By placing an order with us, you acknowledge that you have read, understood, and agreed to the policies outlined below.

Order Cancellation and Modification

  • Cancellation Window: You have 2 hours from the time of placing your order to make changes or cancel it. After this period, your order will be processed, and no modifications can be made. If a cancellation request is made after the 2-hour window, a processing fee of 25% of the total order value will apply.

  • Modifiable Information:

    • Shipping Information: Name, address, contact email, and other relevant details.
    • Size & Color: Changes can be made.
    • Product Types: Styles can be switched if they have the same sale price, ensuring that the total order value remains unchanged.

  • Invalid Shipping Address: Your shipping address will be verified by USPS street validation before processing your order. If the address is invalid or incomplete, your order will be put on hold, and we will contact you via email three times to confirm the correct address:

    1. First Email: Sent immediately upon identifying the issue.
    2. Second Email: Sent 48 hours later.
    3. Final Email: Sent 24 hours after the second email.

    If we do not receive a response, we reserve the right to cancel your order without further notice. If the address is confirmed as correct, we will process your order, but we cannot be held responsible for delivery failures due to an incorrect address.

Notice: No cancellations or modifications are allowed once orders are shipped.

RETURN POLICY

  • Time Frame: Our return policy is valid for 14 days from the date of delivery, as indicated in the tracking information. Complaints submitted after this period cannot be refunded or exchanged.

  • Return Eligibility: Items must be unused, in the same condition as received, and in their original packaging. We reserve the right to accept or decline return requests based on the provided reasons.

  • Non-eligible Items: Items that are damaged, not in original condition, or missing parts (due to reasons not attributable to our errors) will not be eligible for refund or exchange.

  • Documentation: For all returns, we require pictures of defective items for investigation.

  • Valid Reasons for Returns:

    • Damaged items or missing parts upon arrival.
    • Printing issues (e.g., blurriness, color blending).
    • Incorrect items (wrong sizes, colors, or designs due to our error).
    • Items lost during transit.

Note: There may be a 20% difference in color between the advertised images and actual items, which can result from lighting conditions during photography or variations in monitor displays.

DELIVERY & SHIPPING ISSUES

If a package cannot be delivered, it will be returned to our warehouse. We are not responsible for:

  • Return to Sender: This may occur due to an incorrect or incomplete shipping address. Please double-check your information during checkout.

  • No Access to Delivery Location: If the shipping address is correct but inaccessible for delivery, a notice will be left for rescheduling.

  • Items Not Received: This includes cases of incorrect shipping address, not being home to receive the parcel, failure to collect the package, or items marked as "delivered" but missing.

  • Customs Clearance Issues: Items may not clear customs in your country.

  • Shipping Delays: Occasionally, delays may occur due to weather, natural disasters, or customs processes. Notifications will be posted on our website in such cases.

REFUND (IF APPLICABLE)

  • Proof of Purchase: A receipt or proof of purchase is required to initiate a refund. After contacting us and submitting the necessary evidence, we will inspect your request and notify you of our decision within 2-3 business days.

  • Processing Time: If approved, the refund will be processed immediately. The credit will be applied to your original payment method within 3-5 business days. Note that we only refund the sale price of items, not shipping costs.

  • Follow-Up: If you do not receive your refund, please check with your bank or credit card company. If the issue persists, contact us for further assistance.

  • Processing Fees: For credit card transactions, a processing fee of 0.03 + 3.9% of the total order value will be deducted from refunds, as this fee is non-refundable and paid to the bank.

EXCHANGE (IF APPLICABLE)

  • Eligibility for Exchange: Items can be exchanged only if valid reasons are provided as outlined in the "Return" section. To initiate an exchange for the same item, please email us with proof at [email protected].

  • Guidance: You will receive guidance after we review your case. Do not send your purchase back until we authorize it.

  • Replacement Time Frame: The replacement may take the same amount of time as the original order to arrive.

  • Full Refunds: Orders that do not arrive within 30 business days are eligible for a full refund. Please contact us if this timeframe has passed.

ENJOY YOUR SHOPPING!

Viet Nam Office: No. 57, Lane 2, Cau Buou Street, Thanh Tri District, Hanoi

Us Warehouse: 14801 Able Ln, Ste 102 Huntington Beach, CA 92647 United States

Email: [email protected]

 

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