Overview
Thank you for shopping with Vockoo. This return and refund policy applies to all orders placed on our website. Please read the following terms carefully before placing an order, especially for customized products.
1.Standard Non-Customized Products (Unprocessed Items)
For standard ready-made products without any customization (logo printing, embroidery, custom size/color modification, etc.):
- You may apply for a return or exchange within 7 calendar days after receiving the goods.
- Returned items must be unused, unworn, undamaged, and in the same condition as received.
- All original packaging, tags, and accessories must be kept intact.
- Return shipping fees shall be borne by the customer, unless the return is caused by our error (wrong item shipped, quality defect, etc.).
2.Customized / Personalized Products
All products with custom processing (including but not limited to logo printing, embroidery, custom text, custom size, custom color matching, and personalized design) follow the special rules below:
- No return or refund for non-seller liability: If the customized product is produced strictly according to your confirmed design, size and requirements, and there is no quality problem or production error on our side, we do not support return, exchange or refund after the order enters the production process.
- Seller liability scenarios: If there is a production error (wrong logo content, wrong size, obvious quality defect, wrong item shipped) caused by our side, we will provide free re-production or full refund according to the actual situation, and bear the corresponding shipping costs.
- Once you confirm the design draft and arrange production, the order cannot be cancelled or modified.
3.General Return Conditions
To complete your return application, please provide the following information:
- Order number and purchase proof
- Clear photos or videos of the product (required for quality problem / wrong item claims)
- Description of the problem and your requirement (return / exchange / refund)
Please do not send the goods back without prior communication. Unauthorized returned packages will not be processed.
4.Refund Process
1.Submit your return application via email or online contact, and wait for our review and confirmation.
2.After the return application is approved, ship the items back to the designated address.
3.After we receive and inspect the returned goods, we will process the refund within 3-5 working days.
4.The refund will be returned to your original payment account. The actual arrival time depends on the processing rules of the payment channel.
5.Exchanges
We only replace items if they are defective or damaged, or if we shipped the wrong item. For size exchange of standard products, please contact us within 7 days after delivery. The return shipping fee and re-delivery fee shall be borne by the customer.
6.Non-Returnable Items
- Customized products that have entered production, without seller liability
- Products that have been used, washed, altered or damaged by the customer
- Products returned beyond the 7-day validity period
- Gift cards and digital downloadable products
Contact Us
If you have any questions about this return and refund policy, please contact our customer service team.