Vhenever Legal
Legal Information and Resources for Vhenever's
Assets and Services.
Legal Information and Resources for Vhenever's
Assets and Services.
Effective Date: 5/5/2026
This Refund and Cancellation Policy (“Policy”) explains in detail the terms and conditions under which orders placed through Vhenever (“we,” “our,” “us”) may be cancelled, returned, or refunded. By placing an order with us, you acknowledge that you have read, understood, and agreed to be bound by this Policy. It is designed to protect both our customers and our business operations by ensuring fairness, transparency, and consistency in handling cancellations, returns, and refund requests.
1.1 Before Processing
Orders may be cancelled only before they enter processing or preparation. Once an order has been confirmed for fulfillment, cancellation is not guaranteed. Customers must act promptly, as delays in submitting cancellation requests may result in the order being processed and shipped, making cancellation impossible.
1.2 Same-Day Orders
Same-day delivery orders are processed rapidly to meet tight deadlines. Because of this accelerated timeline, cancellations after confirmation are rarely possible. Customers should carefully review their order details before submitting to avoid errors.
1.3 How to Cancel
Cancellation requests must be made immediately through our official support channels, such as email or phone. Approval of cancellation depends on the order’s status at the time of the request. Orders already dispatched or prepared cannot be cancelled.
2.1 Damaged or Defective Items
Refunds or replacements are provided if items are delivered damaged or defective, subject to verification. Customers must provide photographic evidence and report the issue within 24 hours of delivery.
2.2 Incorrect Orders
If you receive the wrong item, you must report it within 24 hours of delivery to be eligible for a refund or replacement. Reports made after this period may not be accepted.
2.3 Missing Items
Any missing items must be reported within 24 hours of delivery. Claims must include order details and supporting evidence to be considered valid.
3.1 Custom Products
Customized or personalized items are non-refundable unless defective. This includes products with engravings, printed messages, or special modifications.
3.2 Incorrect Delivery Details
No refunds will be issued for failed deliveries caused by incorrect recipient information provided by the customer. Responsibility lies with the customer to ensure accuracy.
3.3 Recipient Unavailability
If the recipient is unavailable or refuses delivery, refunds will not be provided. Customers must ensure recipients are available at the scheduled time.
3.4 Change of Mind
We do not offer refunds for change of mind after order confirmation. Customers should carefully review product details before purchase.
3.5 Cash on Delivery Refusal
Refused COD orders are not eligible for refunds or re-delivery. Repeated refusals may result in account restrictions.
4.1 Reporting Issues
Issues must be reported with clear evidence such as photos within 24 hours of delivery. Reports without sufficient evidence may not be accepted.
4.2 Verification
All claims are subject to review and verification by our team. We may contact customers for additional information before approving refunds.
4.3 Collection or Disposal
Depending on the situation, we may arrange collection of defective items or request disposal. Customers must comply with instructions provided by our support team.
5.1 Original Payment Method
Approved refunds will be issued to the original payment method where possible. Alternative methods may be used if the original is unavailable.
5.2 Processing Time
Refunds may take several business days depending on payment providers. Vhenever is not responsible for delays caused by banks or third-party processors.
5.3 Partial Refunds
Partial refunds may be issued where only part of the order is affected. The amount refunded will reflect the value of the impacted items.
Changes to orders such as address, message, or product selection may not be possible once processing has started. Customers should double-check all details before confirming their order.
Vhenever reserves the right to deny refunds or restrict accounts in cases of repeated complaints, suspected fraud, or misuse of this Policy. Abuse may include filing false claims, exploiting promotions, or refusing valid deliveries.
For any questions, concerns, or clarifications regarding this Policy, you may reach out to us through the following channels:
Email: support@vhenever.com
Phone: +94-11-234-5678
Website: https://www.vhenever.com/
Our support team will make reasonable efforts to respond within 48 business hours. Communications may be recorded or stored for quality assurance, compliance, and training purposes. By contacting us, you consent to these practices.