General Principles
- We support reasonable returns and exchanges for eligible products within the specified time limit, adhering to the principles of voluntary application, compliance with rules, harmless use, and complete accessories.
- All return and exchange applications must be initiated through our official website customer service or hello@voguemech.com; private return without notification will not be accepted.
- This policy is applicable to all international regions where our products are sold, and shall comply with the local consumer protection laws and regulations of the buyer’s region. If local mandatory laws have stricter provisions, the local legal provisions shall prevail.
Qualified Return & Exchange Conditions
Only products that meet the following full conditions can be approved for return or exchange:
Valid Time Limit: Customers can apply for return or exchange within 30 calendar days from the date of successful delivery of the goods (based on the logistics delivery record). No application will be accepted after the expiration of the time limit.
Product Condition: The returned product must be unworn, unused, unmodified, undamaged, with no man-made scratches, stains, deformation or aging. The product must be kept in original new condition.
Complete Accessories & Packaging: All original packaging (including outer carton, color box, label, tag, manual, certificate, packaging bag), original accessories, gifts and supporting documents attached to the product must be returned completely. Missing or damaged attachments will affect the approval of return and exchange.
Non-Exclusive Products: The products are not customized, personalized, special-ordered or clearance discounted products.
Ineligible Return & Exchange Situations
The following situations are not supported for return or exchange, and we have the right to reject all after-sales applications:
The application is submitted more than 30 days after product delivery.
The product is damaged, worn, used, modified, disassembled or repaired by human factors, or has obvious traces of use.
The original packaging, tags, labels, accessories and supporting documents are lost, damaged or incomplete.
The product is damaged due to improper installation, use, maintenance, storage or accidental collision by the customer.
Return or exchange application caused by personal subjective reasons (including but not limited to dislike the style, inappropriate size, wrong purchase, personal preference change, no use demand, etc., except for quality problems).
Products damaged or lost during customer’s self-return logistics transportation.
Orders that have been confirmed as malicious orders, repeat returns or fraudulent after-sales applications.
Force majeure factors lead to product problems (including natural disasters, war, policy changes, logistics suspension, etc.).
Special Product Category Regulations
Custom/Personalized Products: All customized products (engraved logo, customized size, personalized pattern, exclusive design, etc.) are non-refundable and non-exchangeable after production and delivery, unless there are serious quality problems or delivery errors on our side.
Clearance & Discount Products: Flash sale, final clearance, special offer products are final sale, no return and no exchange, which will be clearly marked on the product detail page.
Consumable Products: Daily consumables, disposable products, food-grade products, hygiene products do not support return and exchange after delivery, to ensure product safety and hygiene.
Bulk Wholesale Orders: For bulk wholesale orders (order quantity ≥10 pieces or total amount exceeding the specified threshold), the return ratio is limited. Partial return is not supported after delivery; only full order return is allowed for quality problems, and a certain depreciation fee will be charged for non-quality returns.
Return & Exchange Process
Please strictly follow the following process to apply for return or exchange, otherwise the application will be invalid:
Step 1: Contact Customer Service to Submit Application
Within the valid after-sales period, contact hello@voguemech.com and send order number, product name, problem description, real photos/videos of the product. Our customer service team will review your application within 1-2 working days.
After the application is approved, we will provide you with official designated return address, return order number and operation instructions. Please do not return goods to other addresses without authorization.
Step 2: Ship the Goods & Submit Logistics Information
Please pack the product completely and safely, send it back via regular international logistics within 5 working days after obtaining the return address, and feedback the logistics tracking number to customer service for registration. Overdue shipment will be deemed as automatic abandonment of after-sales rights.
Step 3: Warehouse Inspection & Confirmation
After receiving the returned goods, our warehouse team will conduct a strict inspection within 3-5 working days to confirm whether the product meets the return and exchange conditions.
Step 4: Complete Refund or Exchange
For qualified goods: we will complete the refund or reshipment of exchanged goods within 3-7 working days after inspection and confirmation.
For unqualified goods: we will reject the application and feedback the reason, and can return the goods to the customer at the customer’s logistics cost.
Freight & Tariff Rules
Our Responsibility (Free Return & Exchange): If the product has quality defects, wrong delivery, missing accessories, quantity shortage, serious damage caused by our packaging problem, we will bear the round-trip logistics freight and related customs tariffs.
Customer Responsibility (Self-Paid Return): If the return or exchange is due to customer personal reasons (dislike, wrong purchase, size error, personal preference, etc.), the customer shall bear all return logistics fees, customs duties, handling fees and other related expenses. The original shipping fee paid for the order will not be refunded.
Tariff Compensation: For international orders, if the return is caused by our responsibility, we will compensate the customer for the actual customs tariff paid by the customer with valid payment vouchers. For personal reason returns, all tariffs are borne by the customer.
We do not support freight collect return. All returned goods must be prepaid for freight by the responsible party.
Refund Amount Standard
- Quality problem return: full refund of product unit price + original shipping fee + customer’s prepaid return freight and tariff (with valid vouchers).
- Personal reason return: only refund the product unit price, excluding original shipping fee, handling fee, tariff and return freight.
- Partial return: refund according to the unit price of the returned product, no proportional refund of shipping fee.
Refund Method: The refund will be returned via the original payment channel (PayPal, credit card, bank transfer, etc.). We do not support designated account transfer or cash refund.
Refund Time Limit: After the warehouse inspection is qualified and confirmed, the refund will be initiated within 3-7 working days. The specific arrival time depends on the processing cycle of the customer’s payment institution and bank, which is beyond our control.
Product Exchange Rules
Customers can apply for exchange for size error, style error, minor non-quality appearance problems within the valid after-sales period, subject to product inventory support.
If the target exchanged product is out of stock, customers can choose to change to other styles of the same price or apply for full refund instead of exchange.
The freight responsibility of exchange is consistent with the return freight rules: our quality problems bear all fees; personal reasons bear customer’s own fees.
Only one exchange service is supported for a single order, and no repeated exchange application is accepted.
Damaged & Lost Goods After-Sales Processing
Goods Damaged/Lost in Transit: If the product is damaged, deformed or lost during international logistics transportation, customers can feedback to customer service within 7 days after delivery. We will verify the logistics compensation, and provide free reshipment or full refund service after confirmation.
Goods Damaged After Receipt: Damage caused by customer’s personal use, storage and operation after receipt is not covered by free return and exchange.
Contact Us
If you have any questions about return, exchange and after-sales policy, please contact our professional after-sales team:
Support Email: hello@voguemech.com
Working Hours: Monday-Friday 9:00-18:00 (UTC+8)
Response Time: We will reply to all valid after-sales emails and messages within 24 working hours.