Refund, Resend & Returns Policy

This Refund, Resend & Returns Policy applies to all orders placed on ecom.vnversatile.com.
Please read this policy carefully before making a purchase.

Due to the nature of international dropshipping, shipping timelines, customs clearance, and logistics situations may vary by country.

🚚 Order Delays & Non-Delivery

Orders are considered delayed if tracking information shows:

  • No tracking updates

  • In transit for an extended period

  • Pending or expired shipping status

Delivery Time Reference

  • USA: Orders are considered delayed after 45 days from the shipping date.

  • Brazil: Due to strict customs, delays may be considered after 110 days.

  • Liquid / special shipping lines: Delays may be reviewed after 100 days.

⚠️ Some special shipping methods may not qualify for refund or resend once shipped.

Important Delivery Notes

  • Sometimes packages reach the nearest local post office but remain pending due to:

    • Incorrect or incomplete address

    • Package unclaimed

    • Recipient unavailable

👉 In such cases, customers are advised to contact the local post office directly.

  • In some countries, packages may be delivered to self-pickup lockers, which can cause delays.

  • If tracking shows “Delivered”, but the customer claims non-receipt:

    • We may investigate, but

    • Refund or resend is not guaranteed once delivery is confirmed by tracking.

📌 In such cases, a non-delivery certificate issued by the local post office (with official stamp) may be required.

⚠️ Tracking Alerts (No Refund / Resend)

If tracking shows alerts such as:

  • Incorrect / insufficient address

  • Unknown recipient

  • Refused delivery

  • Not picked up on time

  • No safe delivery location

  • Customs not cleared

👉 These cases are not eligible for refund or resend.

If the logistics provider attempts delivery multiple times and the package is not collected, it may be returned or destroyed. In such cases, we are not responsible for losses.

📦 Damaged Products

  • Severely damaged items: Full refund or replacement

  • Partially damaged items: Partial refund or replacement

  • Minor issues (slight scratches, wrinkles, packaging damage) are not eligible

📌 Fragile items are recommended for refund instead of resending.

Customers must report damage within 30 days of delivery.

❌ Incorrect or Missing Products

We handle incorrect or missing items as follows:

  • Wrong product: Full refund or replacement

  • Wrong color or size (non-functional issue): Refund or resend may be offered with proof

  • Missing parts:

    • If functionality not affected → Partial refund or resend part

    • If functionality affected → Product resend

📷 Proof required (photos or videos).

❌ Order Cancellations

  • Orders can be cancelled before processing or shipment.

  • Once shipped, cancellation is not possible.

  • Customized, pre-order, or special service orders cannot be cancelled after payment.

🔄 Returns (Important)

Products can be returned only in special approved cases.

⚠️ We do NOT recommend physical returns because:

  • International return shipping is very expensive

  • Delivery may take up to 2–3 months

  • Returned items may be lost or damaged during transit

If a return is approved:

  • It must be shipped within 30 days of delivery

  • Return shipping cost is borne by the customer

  • Refund is not guaranteed after return if product condition is affected

In most cases, refund or resend is processed without requiring a return.

📸 Proof Required for Refund / Resend

To process a request, customers must provide:
a. Clear photos or videos of the issue
b. Screenshot of customer complaint or dispute (email, PayPal, payment gateway, etc.)
c. Return only if explicitly requested by our dispute team

💰 Refund Processing

  • Approved refunds are processed within 7–10 business days

  • Refunds are issued to the original payment method

  • Shipping fees are non-refundable

📩 Contact Us

For any refund, resend, or return request:

📧 Email: support@vnversatile.com
🌐 Website: https://ecom.vnversatile.com

Please include:

  • Order number

  • Issue details

  • Photos/videos

🔒 Final Note

By placing an order on our website, you agree to this Refund, Resend & Returns Policy.
We reserve the right to update this policy at any time.

 

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