1. Overview
This policy governs returns, refunds, and credits for orders placed with VeeJeen. Our approach reflects our B2B custom-manufacturing model:
- We do not accept “change of mind” returns on custom or made-to-order goods.
- We remedy confirmed quality defects promptly, at our cost.
- We handle transit damage through the carrier and reship at cost price.
- Refunds are the last-resort remedy, not the default.
2. Inspection Window
Every buyer must inspect the shipment within 7 business days of delivery. Claims for shortage, wrong SKU, quality defect, or transit damage must be submitted in writing to cici@veejeen.com within this window, accompanied by photographic evidence and, for shortage claims, the outer-carton weight and packing-list photo.
Claims made after the 7-day window are considered on a discretionary basis only.
3. Quality Defects
A confirmed quality defect is a batch that fails to meet the published spec for that SKU (see our Quality Control page for spec thresholds). Examples include:
- Cuticle direction not aligned in the received batch.
- Color match outside the ΔE < 2.0 tolerance vs. reference swatch.
- Shed rate above 3% of pack weight in normal-use testing.
- Adhesive that fails cure timing or peel adhesion spec.
Remedy Ladder
- Replacement production at our cost is the default remedy. Standard 12–18 day lead time; expedited on request.
- Partial credit toward next PO where replacement is not workable (e.g., buyer needs stock immediately, we cannot rush the batch).
- Refund of the defective portion only if the first two remedies are unworkable or the buyer expressly requests it and we agree.
4. Wrong SKU Or Shortage
If your shipment contains the wrong SKU, color, length, or quantity vs. your confirmed PO:
- Notify us within 7 business days with photos and a copy of the packing list.
- We reship the missing or correct items via DHL Express at our cost.
- You return the incorrect items only if we request it; return shipping is at our cost in that case.
5. Damage In Transit
Damage that occurs during shipping is the carrier's liability. Our process:
- Follow the intake steps in our Shipping Policy (photograph carton, note damage on delivery receipt, email photos within 48 hours).
- We open a claim with the carrier and pursue recovery.
- Where the claim recovery is timely, we reship affected units at cost price (buyer covers the reship shipping only).
- Where recovery is denied or delayed beyond 60 days, we reship at cost price without waiting.
6. Change-Of-Mind Returns
We do not accept returns for change of mind, buyer's remorse, over-ordering, wrong sizing choice, or preference changes. This applies to all wholesale, custom, and private-label orders.
Every VeeJeen order is either produced to your spec, or drawn from stock we sourced against your ordering pattern. Both cases mean unrestricted returns would expose our floor to unrecoverable inventory. This policy protects the pricing we offer to all buyers.
7. Sample Fees
Sample fees (USD 25–120 per pack, plus shipping) are non-refundable in cash. Sample fees are credited toward your first bulk order that exceeds the credit threshold documented on our Sample Order page. Credit expires 12 months after the sample fee is paid.
8. Private Label Orders
Private-label orders are built to your specification with your branded packaging. Because these goods cannot be resold to other buyers, they are:
- Non-returnable for change of mind under any circumstances.
- Subject to the quality-remedy ladder in Section 3 for confirmed defects.
- Not refundable in cash except where the entire batch fails our own factory QC and cannot be reworked. In such cases, cash refund is issued to the paying account within 15 business days.
9. Refund Timing & Method
Where a cash refund is agreed:
- Bank T/T refund: 5–10 business days after we issue the refund instruction.
- Alibaba Trade Assurance: refund processed through the platform within 5 business days.
- PayPal (sample fees only): 3–5 business days.
Refunds are issued to the same account that paid the original invoice, in the original currency. Foreign-exchange gain or loss is the buyer's account.
10. Return Shipping
When a return is required (confirmed defect or wrong SKU), we email you a return address (either our factory or a regional consolidation address) and cover the return shipping cost. Do not ship returns without our written return authorization — unauthorized returns may be refused at destination.
11. Contact
Claims and refund questions:
- Email: cici@veejeen.com
- WhatsApp: +86 185 6266 2865
Response time: under 24 hours on business days for claim acknowledgment; resolution proposal within 5 business days.