This Returns & Refunds Policy outlines how returns, exchanges, and refunds are handled for purchases made through the V O E online store (the “Site”, “we”, “us”, or “our”).

1. Returns Eligibility

We accept returns within 30 days of delivery.

To be eligible for a return:

• The item must be unused, unworn, and unwashed
• The item must be in the same condition as received
• The item must be in its original packaging

Returns that do not meet these criteria may be rejected or subject to a partial refund.

2. Non-Returnable Items

The following items are not eligible for return or refund:

• Gift cards
• Digital products (including downloadable music or video)
• Media products (including CDs, vinyl, DVDs, or books), unless faulty
• Undergarments or body jewellery (unless faulty)

3. Limited Releases & Pre-Orders

• Limited release items are final sale and are not eligible for return unless faulty
• Pre-order items cannot be cancelled or refunded once placed, except where required by law or if we are unable to fulfil the order

4. Damaged, Faulty, or Incorrect Items

If your order:

• Arrives damaged
• Contains defective merchandise
• Includes the wrong item

Please contact us within 7 days of delivery at orders@voeaus.com and include:

• Your order number
• Photos of the item(s)
• Photos of the packaging

If the issue is confirmed:

• We will offer a replacement or refund
• We will cover any associated shipping costs

5. Exchanges

We only replace items if they are defective or damaged.

If you would like a different size or item:

• Please place a new order
• Return the original item following the return process below

6. Refund Process

Once your return is received and inspected:

• We will notify you via email of approval or rejection
• If approved, your refund will be processed to your original payment method

Important notes:

• Refunds are issued in the original transaction currency
• Exchange rate differences may apply for international orders
• Shipping costs are non-refundable, unless the return is due to our error

Please allow 5–10 business days for refunds to appear after processing.

7. Shipping Costs for Returns

• If the return is due to our error (faulty, damaged, incorrect item) → we cover return shipping
• If the return is due to change of mind, sizing, or preference → you are responsible for:
  • Return shipping costs
  • Any costs to reship exchanged items

We are not responsible for:

• Lost or stolen return shipments
• Non-trackable shipping methods

We recommend using a tracked shipping service.

8. International Orders

• We do not guarantee exchanges for international orders
• Customers are responsible for:
  • Return shipping
  • Customs duties or import fees

9. How to Return an Item

To initiate a return:

1. Email orders@voeaus.com with your order number and reason for return
2. Wait for return approval and instructions
3. Securely package your item (including any required documentation)
4. Ship the item using a tracked service

We may refuse returns sent without prior approval.

10. Late or Missing Refunds

If you have not received your refund:

• Check your bank account again
• Contact your payment provider
• Contact your bank

If you still need help, contact us at [Insert Email Address].

11. Changes to This Policy

We reserve the right to update this policy at any time for operational, legal, or regulatory reasons.

12. Contact

For all returns and refund enquiries: orders@voeaus.com