Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at support@easternvogue.uk for questions related to refunds and returns.

This refund policy is to be used as a resource by customers who work with Eastern Vogue (“EV”).
Please review the following policies carefully.


ALL DISPUTES SHALL BE OPENED ON EV. OTHERWISE, EV WILL BLOCK YOUR ACCOUNT PERMANENTLY.


EV offers a quicker dispute solution and will appreciate it a lot if you provide:


a. 
Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. 
Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. 
The products need to be returned to EV distabuter if our Dispute Team asks for a return in Disputes.
Except the important interpretation, EV will make Refund, Resend, or Accept the Return for any of the following cases:1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from EV warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from EV warehouse.

b. For Brazil, it is after 110 days counting from the date that order departed from EV warehouse due to the strict customs clearance at Brazil.

c. For China Post Registered Air Mail and EV liquid direct line to all counties, EV will deal with your dispute for delayed orders after 100 days counting from the date that order departed from EV warehouse.

d. For some special shipping methods, EV cannot deal with your disputes. (See the following important interpretation)

Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.2. Orders not Received.

EV will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If Your clients do not receive the package, a non-delivery certification issued by the local post office with official seal is necessary.

b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.
Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, Your clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, EV takes no responsibility if products have been lost.
b. If the logistics company provides return service to China, EV will put the products in your private inventory and will not refund them when we receive the returned items.
c. EV cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies.3. Products Damaged.

EV offers a full refund or a replacement if packages arrived are badly damaged.
EV offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, EV cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, Your clients shall complain or open a dispute with you within 5 days after packages are delivered.
d. For electronic products, Your clients shall complain or open a dispute to you within 10 days after packages are delivered.
e. For service products, EV refunds you the cost of the product which is the price in China market. If you have EV quality inspection service. Otherwise, EV will not take any responsibility for them. (See the following important interpretation > Service products)4. Incorrect or Missing Products.

EV has a strict quality control process before products are dispatched. EV will deal with incorrect or missing products as follows:
a. For incorrect products, EV offers a full refund or replacement.

b. For products with wrong color, size which doesn’t affect product function, etc., EV offers a refund or resend if you provide a screenshot of your clients’ complaint including name, content and date.

c. For parts missing which doesn’t affect product function, EV may refund partially or resend the missing part; for parts missing which affect product function, EV will resend the product only.

d. For accessories, EV will resend the accessories.

Notes:
For size problem, EV will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.5. Orders Cancellation.

For orders cancellation, EV offers a full refund before products been processed by warehouses. But things may be different for following orders:
a. After payment, POD orders cannot be canceled as it is customized.

b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.

c. After payment, video and photo orders cannot be canceled as EV has planned and prepared for you after payment.

Important Interpretation

1. Deadline of Opening Dispute.

a. For bulk purchase orders, the close date usually is around 30 days.
b. Dispute will be closed automatically if the order has been closed and you have not responded for seven consecutive days.2. Force Majeure.

EV takes no responsibility for any product damaged or shipping delay caused by the act of god, including but not limited: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, EV will notify you by EV Chat, Skype, Email, Line, WhatsApp etc.3. Shipping Method Limits.



Some shipping methods are not trackable when orders arrived at some Countries, States, or Cities. EV lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Turkey Post, Swiss Post, Electric PostNL to USA, UK, Canada, Australia, South Africa, Brazil, the overseas territories and overseas island areas;

Notes:
For DHL, CJPacket Fast Line, CJPacket JL Express, CJPacket Thailand, the remote addresses will be charged additional cost.4. Destination Limits.

Due to limited international transportation, EV will not accept any disputes when your orders are shipped to the following countries:
Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Peru, Bolivia, Chile, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine, Paraguay, Guatemala, Reunion, The Commonwealth of Puerto Rico, Hawaii, Alaska, Guadeloupe, Martinique, and French Guiana.5. Return.

Products can be returned to EV China warehouses only. But we do not suggest returning products to our warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at EV China Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want your buyer to return the products, please follow these steps: How to return products to EV warehouse.

b. Please return products within 10 days after receiving products.6. Service Products.

Service products apply to the following interpretation.
a. Any disputes arising from products damaged or shipping delayed, EV may not refund the product cost.

b. Any disputes arising from bad quality, EV may not accept as the supplier is not EV.

c. For service products without EV’s quality checking inspection, EVmay not accept the disputes.7. Unacceptable Disputes.

EV shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.

b. The product description is not real.

c. Products smell unusual.

d. The buyer ordered the wrong items or SKU.

e. The shipping address was provided incorrectly.

f. Product difference was negotiated in advance.

g. Tracking information deleted by logistics companies or local post offices.