Refund policy

Veinova Refund Policy

At Veinova, we place great importance on providing high-quality products and excellent service. We understand that sometimes things don’t go as planned. That’s why we’ve created this policy to ensure transparency and fairness for everyone.

14-Day Return Policy

We offer a 14-day return policy. If you are not completely satisfied with your purchase, you can return the item within 14 days of receiving it to receive a refund.

Return Requirements

To be eligible for a return, the item must meet the following criteria:

• It is unworn, unused, and in the same condition as when received
• All original tags and packaging are included
• You provide a receipt or proof of purchase

How to Start a Return

We want to make the return process as smooth and efficient as possible. Please email us at veinovafashion.customerservice@outlook.de to request authorization before sending anything back.

To ensure a quick and fair resolution, customers are required to provide quality control evidence in the form of:
• A video and photo of the product clearly showing its current condition
• The reason for your return
• Your order number

This information is necessary to verify eligibility and to process your request efficiently.
Once your submission is reviewed and approved, we will provide you with the official return address.

Important Notes

• Items sent back without prior approval cannot be accepted.
• Returns without sufficient photo/video documentation may not be processed.

Return Shipping Costs

Return shipping costs are the responsibility of the customer.

To ensure your return arrives safely, we strongly recommend using a tracked shipping method.

Refund Process

Once we have received and confirmed that your returned item meets the return criteria, we will notify you of the approval status.
If your return is approved, your refund will be issued within 10 business days to the original payment method.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at veinovafashion.customerservice@outlook.de and we’ll be happy to assist you.

Damaged, Defective, or Missing Orders

Please inspect your order immediately upon delivery. If you receive a defective, damaged, or incorrect item, contact us right away.

For items marked as “delivered” to the correct address:
We cannot be held responsible for lost, stolen, or misdirected packages once they have been marked as delivered. To prevent this, we recommend selecting insured premium shipping at checkout.
If your shipment was insured, we will provide a free replacement.

Order Cancellations

We understand that plans can change. If you wish to cancel your order, please email us as soon as possible at veinovafashion.customerservice@outlook.de.

We’ll do our best to accommodate your request. However, if your order has already been shipped, cancellation is no longer possible.

Incorrect Address Policy

If an item is returned to us due to an incorrect or incomplete address provided at checkout:
• You will be responsible for the cost of reshipping the item to the correct address.
• If you prefer a refund instead, we will process it after deducting any costs incurred due to misdelivery.

We understand that mistakes happen, and we aim to make this process as simple as possible for you.

Exchanges

At this time, we do not offer direct exchanges. If there is an issue with your order, please contact us. We’ll be happy to help find a solution—whether that’s a replacement or another suitable option.

Exceptions / Non-Returnable Items

Certain items are not eligible for return, including:
• Custom-made (special order or personalized) items

If you’re unsure whether your item can be returned, please contact us.

Contact

If you have any questions about returns, refunds, or anything else, we’re always here for you!
Write to us at veinovafashion.customerservice@outlook.de, and we’ll get back to you as soon as possible.

Thank you for choosing Veinova. We truly appreciate your trust and support, and we strive to give you the best possible experience with every purchase.