Thank you for shopping at Vekomart. We are committed to protecting our customers' rights with a transparent and fair return & refund policy.

This policy consists of two main parts:

  • Return & Refund Policy (applies after the order has been delivered).
  • Order Modification/Cancellation Policy (applies before the order is processed and shipped).

1. Return & Refund Policy

1.1 Eligible Cases for Return or Refund

We only accept return or refund requests under the following circumstances:

  • The product received is not as described on our website.
  • The product received is not the one ordered.
  • The product has a manufacturing defect (e.g., cracked, broken, discolored, dirty, damaged lights, etc.).
  • The order was lost in transit.
1.2 Ineligible Cases

We do not support return or refund requests in the following situations:

  • The product has been used or shows signs of usage.
  • The product was damaged due to customer error (e.g., dropping, impact, scratches).
  • The customer requests a return for personal reasons such as: no longer needed, dislike, ordered by mistake, etc.

Note: Since Vekomart products are pre-designed with no customization options (e.g., size, color, variant), we do not accept returns related to product color, size, or preference changes.

1.3 Return/Refund Request Conditions

To be eligible for a return or refund, customers must meet the following conditions:

  • Submit the request within 30 days of receiving the product.
  • The product must be unused and in its original packaging with intact tags/labels (if applicable).
  • The issue must fall under one of the eligible cases listed in Section 1.1.

Requests submitted after 30 days from the delivery date will not be accepted.

1.4 How to Submit a Return/Refund Request

Step 1: Determine eligibility

Ensure your case meets the return/refund conditions.

Step 2: Send an email to: [email protected]. Include the following details in your email:

  • Full name of the person who placed the order.
  • Order number.
  • Description of the issue.
  • Clear photos or videos showing the product defect.

Important: Images/videos must clearly show the issue, with good lighting and focus. 

Processing Time: We will respond within 1–2 business days after receiving your request.

1.5 Resolution Options

If your request is verified and approved, Vekomart will offer one of the following solutions:

a. Send a replacement product

  • We will send the correct item as originally ordered.
  • All reshipping costs will be fully covered by Vekomart.

b. Full refund

  • We will refund the full amount paid, including the original shipping fee.
  • Refunds will be issued to the original payment method used during checkout.
  • Refund time: Typically 3–5 business days, depending on your bank or payment provider.

No return shipping is required — Vekomart does not ask customers to send back defective items.

1.6 "Delivered" Status but Order Not Received

If your order status shows "Delivered" but you haven't received it, please follow these steps before contacting us:

Recommended checks:

  • Verify the delivery address on your order for accuracy.
  • Check with household members, building staff, neighbors, or security — someone may have received it on your behalf. 
  • Looking around your delivery area (front porch, mailbox, garage, yard, security desk, etc.).
  • Check for emails or messages from the shipping carrier (UPS/USPS) for delivery notes.
  • Contact the carrier directly using your tracking number to request delivery verification.

If you've completed all steps above and still haven't received the order, please email us at [email protected] with:

  • Full name of the recipient.
  • Order number.
  • Subject: "Order marked as delivered but not received".
  • Description of the steps you've already taken.
  • (Optional) Screenshot of tracking status.

Vekomart's Solution:

After reviewing and verifying your case (within 1–2 business days), we will offer one of the following:

  • Resend you original order, free of charge.
  • Full refund, including the original shipping fee, back to your original payment method.

2. Order Modification/Cancellation Policy

We accept order change or cancellation requests within 6 hours of order placement.

After 6 hours, your order may have already been processed and packed, and changes or cancellations will no longer be possible.

2.1 How to Submit a Modification or Cancellation Request

Send an email to: [email protected]

Email subject: Request to Change/Cancel Order

Email contents should include:

  • Full name of the person who placed the order.
  • Order number.
  • Details of your request (what you want to change or if you wish to cancel).
2.2 Request Processing Outcome

If the email is received within 6 hours and the order has not been processed, Vekomart will:

  • Cancel the order as requested.
  • Issue a full refund, with no charges.

If the request is sent after 6 hours and the order has already been processed, we regret that we are unable to cancel or make changes.

Need Help?

If you have any questions about returns, refunds, or order cancellations, feel free to contact us: