Returns Policy

At Van Uoc Ecom, we are committed to delivering quality. We carry out a detailed inspection of all items before dispatch and carefully pack them to avoid damage during transit, so you can be confident that your items will arrive in good condition.

If you do have a problem, rest assured that we are here to help. We understand that everybody wants to be treated fairly and reasonably. You can get in touch with us via email at [email protected] or by using the contact form on our website.

Returns Address

If you need to return an item to us, please use the following returns address: ROOM B3, 19/F, TUNG LEE. COMMERCIAL BUILDING, 91-97. JERVOIS STREET, SHEUNG WAN, HONG KONG

The process for returns and refunds may vary depending on the items you have ordered.

Returning Items

In the rare event that you receive items that are in bad condition or have been damaged during transit and cannot be recovered, you should let us know immediately and take photographs of any issues so that we understand the condition at the time the items arrived.

We do require you to contact us beforehand to agree on the return, and we reserve the right to ask you to send digital photographs to help us understand any issues. You must retain the original packaging to ensure that the items can be returned to us in an appropriate manner.

If you are unhappy with your items, you can return them within 7 days from the day of delivery for a refund or replacement. We can assist you with the return and provide instructions for care and repacking.

Where items have become damaged during transit to you and cannot be recovered, or you have received incorrect items, we will make arrangements for a return at our cost.

If you have changed your mind, you can return your items to us within 7 days at your cost. We will refund the cost of the items in full, provided that they are in no worse condition on return to us than at the time of dispatch to you. Unfortunately, we are not able to refund the cost of delivery in this situation.

Our 7-day returns policy does not apply to items that have been altered or modified in any way from their original condition, and we are unable to accept returns or refund the cost of such items.

Please note: the legal right to cancel orders because you have changed your mind does not apply to perishable or personalized goods.

If you want to return a product because you have changed your mind, please use the contact form within 14 days of receiving your items to let us know. Please note that the legal right to cancel orders because you have changed your mind does not apply to items shown as made-to-order on the product page.

You will then have a further 14 days to return your items to us, unused and in a resalable condition, with the original packaging and all the tags, labels, and accessories. Please ensure breakable items are appropriately packed and cushioned to prevent damage during the return journey.

Return costs are your responsibility, and returns are sent at your risk of damage or loss. We therefore advise that you use a tracked service to cover lost parcels, but please note that most carriers do not provide cover for damage to fragile items.

Once we have received your return, we will process your refund payment within 5 working days. If you return your entire order, we will also refund the basic cost of the delivery, based on the least expensive delivery option available at the time of ordering.

Exchanges

To exchange a product you’ve bought from us, simply return it for a refund, then place a new order online for the item you want.

Finally, nothing in this policy affects your statutory rights. You can read more about your rights as a customer on our Terms & Conditions page.