Refund policy

1. After-sales Valid Period

All cosmetics, skincare products, fragrances and beauty tools sold on vovpet official website enjoy a unified 30-calendar-day after-sales period, calculated from the timestamp when logistics carriers mark parcels as signed and received. For split delivery orders, the after-sales period starts from the receipt date of the last parcel. All after-sales applications submitted beyond the time limit will be rejected directly.

2. Return & Exchange Qualification

All applied returned or exchanged goods must meet the following standards simultaneously, otherwise the warehouse has the right to reject parcels and refuse refunds:

First, all cosmetics shall keep intact original sealing, unused, unopened, no leakage, extrusion, stain and discoloration, without any usage trace;

Second, original outer boxes, product accessories, manuals, gift boxes and brand attachments shall be completely reserved without damage or loss;

Third, goods shall be repacked with original packaging to avoid secondary damage during return transportation;

Fourth, based on public hygiene requirements, unsealed lip cosmetics, eye makeup, disposable beauty supplies and liquid skincare products do not support unreasonable returns and exchanges without factory quality defects.

3. Complete Return Process & Refund Timeline

Return Procedure

Within 30 days after receipt, users can submit return applications via member account after-sales page or official service email, and upload product photos for review. Customer service will complete application review within 1 to 3 business days. After approval, the official return address, shipping label and packaging requirements will be sent to users.

Users shall deliver goods by cooperating logistics providers independently, and submit return tracking numbers to customer service for filing. After the overseas warehouse receives and inspects returned goods and confirms compliance with return standards, the refund process will be initiated.

Refund Processing Time

After passing warehouse inspection, full refunds will be initiated within 3 to 7 business days and remitted to the original credit card. The actual arrival time depends on the internal clearing cycle of card-issuing banks, usually 7 to 15 business days. Credit card transaction fees are non-refundable under all circumstances.

4. Exchange Service Instructions

vovpet supports official commodity exchange services. Exchanges are only applicable to the same product with different specifications, shades and capacities; cross-series and cross-category exchanges are not allowed. The target exchanged goods must be in stock during application.

Users shall submit exchange requests within the valid after-sales period. After inventory verification, users will obtain return guidelines and send back intact commodities. After warehouse inspection, brand-new qualified products will be delivered immediately, and the new tracking number will be notified synchronously.

One order enjoys one complimentary exchange chance. All round-trip freight of repeated exchange applications shall be borne by users.

5. Damaged & Defective Products Handling

If users receive leaked, cracked, misdelivered, defective cosmetics or transportation-damaged parcels, users shall contact customer service and submit photos and video evidence within 48 hours after receipt for official filing.

We provide two optional solutions for defective goods:

Option One: Free exchange service. Users return defective goods, and vovpet undertakes all round-trip logistics fees to deliver brand-new intact replacements;

Option Two: Full refund service. Users return defective products to get full refund, with all return freight borne by the brand. If users reserve defective commodities, partial proportional compensation can be negotiated, while full refund is not applicable.

Damage caused by improper user storage, manual collision and incorrect usage does not belong to factory or transportation defects, which cannot enjoy free after-sales services.

6. Return Shipping Fee Allocation

Personal-initiated after-sales requests including dislike of texture, unsatisfactory color, improper matching and voluntary cancellation of purchase intention: All return and round-trip freight shall be borne by users.

Brand-side responsible situations including factory defects, cosmetic leakage, misdelivery, missing accessories and transportation damage: All logistics fees shall be fully undertaken by vovpet, and customer service will provide exclusive return guidance free of charge.