Refund & Return Policy

This Refund & Return Policy (“Policy”) governs the terms for returns, refunds, and exchanges of orders placed on www.vogoux.com (the “Website”) for customers in Europe, the United States, and global regions. It complies with the EU Consumer Rights Directive (CRD), U.S. Federal Trade Commission (FTC) Mail, Internet, or Telephone Order Merchandise Rule, and applicable state/provincial consumer protection laws (e.g., California’s CCPA, UK Consumer Rights Act 2015). By placing an order, you acknowledge and agree to these terms.

1. Key Consumer Rights

1.1 EU/UK/EEA Residents: 14Day CoolingOff Period

You have the statutory right to withdraw from your purchase within 14 calendar days of receiving your order, with no need to provide a reason. This “coolingoff period” applies to all standard items (excluding custommade, personalized, or perishable goods, as permitted by law).

1.2 U.S. Residents: Satisfaction Guarantee & State Rights

We honor a 30day return window for most items (varies by state, e.g., California’s 30day minimum for defective goods). Additional protections may apply under state laws (e.g., New York’s consumer protection statutes) for faulty or misrepresented products.

 

2. Eligibility for Returns & Refunds

To qualify for a return, refund, or exchange, the following conditions must be met:

Standard Returns (Change of Mind):

Items are unused, unwashed, and in their original condition (with tags, packaging, and all accessories intact).

Return request is submitted within the applicable window (14 days for EU/UK/EEA; 30 days for U.S./global).

Damaged/Faulty/Incorrect Items:

Items arrive damaged, defective, or not as described (e.g., wrong size/color).

Notification is sent within 7 calendar days of receiving the order, with supporting photos/videos of the issue

Exceptions (No Returns/Refunds):

Custommade, personalized, or madetoorder items (unless faulty).

Free promotional items or sale items marked “Final Sale” (clearly indicated at checkout).

Items damaged due to misuse, negligence, or improper care after delivery.

3. Return & Refund Process

3.1 Initiate a Return

1. Contact our customer service team at service@vogoux.com within the applicable window to request a Return Authorization (RA) number.
2. Provide your order number, item details, and reason for return (photos/videos required for damaged/faulty items).
3. We will respond within 1–2 business days with an RA number and return shipping instructions.

3.2 Ship the Return

You are responsible for return shipping costs for standard returns (change of mind).

For damaged/faulty/incorrect items, we will cover return shipping costs (we will provide a prepaid return label or reimburse approved shipping fees).

Returns must be postmarked within 7 calendar days of receiving the RA number.

Ship returns to the address provided with your RA number (returns without an RA number will be rejected).

3.3 Process Refunds/Exchanges

Once we receive and inspect the returned item (3–5 business days after delivery to our warehouse), we will confirm eligibility.

Refunds: Processed to your original payment method within 5–7 business days of approval. Refunds include the full item purchase price.

For standard returns: Shipping fees from your original order are nonrefundable.

For damaged/faulty/incorrect items: Full refund (including original shipping fees) is issued.

Exchanges: Processed once the returned item is verified. We will ship the replacement item at no additional cost (excludes size/color changes for standard returns—shipping fees apply).

Note: We cannot refund to a different payment method for security reasons.

4. Special Cases & Exceptions

4.1 Address Errors

If you provide an incorrect or incomplete shipping address at checkout, we are not liable for nondelivery or the need to return/replace the item.

Address changes are only possible within 24 hours of order placement (see our Shipping Policy). After shipment, we cannot guarantee address modifications, and no refunds will be issued for items delivered to the provided address.

4.2 Orders Marked as Delivered

If the carrier confirms delivery to the correct address but you have not received the item, first check with your local carrier, neighbors, or building management.

Contact us within 7 days of the “delivered” status with your order number and tracking details. We will initiate an investigation with the carrier.

Resolution: We may issue a replacement (at our discretion) if the carrier confirms nondelivery. Refunds are not available for orders marked as successfully delivered to the provided address.

4.3 Delayed Orders

Delays do not automatically qualify for a refund (see our Shipping Policy for estimated delivery windows).

If your order is significantly delayed (exceeds the estimated window by 14+ days for EU/US; 21+ days for worldwide), contact us to request a status update.

We will offer a refund or reshipment if the order is confirmed lost by the carrier.

4.4 Color/Shade Variations

Minor color differences may occur due to screen resolution (mobile/desktop) or lighting. This does not qualify as a “faulty” item. We strive to display product colors accurately on the Website.

 

5. Time Limits

Returns must be initiated and postmarked within the applicable window (14 days EU/UK/EEA; 30 days U.S./global).

No returns, refunds, or exchanges will be processed after 30 days (EU/UK/EEA) or 60 days (U.S./global) from the delivery date, regardless of the reason.

 

6. Contact Us

For questions, to initiate a return, or to exercise your consumer rights, contact our customer service team:

Email: service@vogoux.com

Response Time: We aim to respond to all return/refund inquiries within 1–2 business days.