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Refund policy

We've made the return process super easy,just in case you're not 100% satisfied.

REFUND & RETURN POLICY

At vmTVR, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, we will gladly accept returns within 15 days of receiving your order(Except for custom-made clothing such as suits & dresses)

To initiate a return, please follow these steps:

Contact our customer service team at support@vmTVR.com to request a return authorization.
Pack the item securely in its original packaging, and include any documentation, tags, or accessories that came with the item.
Ship the item back to us using a trackable shipping method.
Once we receive the item and confirm it is in its original condition, we will issue a refund to your original payment method within 3-5 business days.

Please note the following:
Original shipping fees are non-refundable.


If you have any questions or concerns about our return policy, please don't hesitate to contact our customer service team at support@vmTVR.com.

We hope this return policy provides clear and concise information for your customers, and helps to streamline the return process.

Attention: The address on the package is not return address, so please contact us first!

Return & Exchange

Except for any products designated on the Site as non-returnable, we will accept returns of unworn, unwashed items in new condition with the original tags and hygienic liners attached within 15 days of their delivery date.
1. Please note that we don't accept returns after the 15 day time frame.
2.Our items that must be returned in their original condition.
3. Remember to take extra care to pack your return package properly so they don't get damaged on the way.
4.To ensure a successful return, please return using a standard shipping service that provides tracking.
5. For return, any promotional gifts received must be included with the returned items.
6. Items returned without authorization will not be accepted.
If you need to return the items please contact us to get the return address. We will issue a refund to your original payment method within a week after we receive your return information.

What is not accepted for return?

We cannot offer refunds on items with broken hygiene seal. Items with non-returnable marks and free gifts cannot be returned.

Order Cancellation

Your order will be fully refunded if it's canceled within 24 hours of purchase. Please use live chat or contact us by support@vmTVR.com. if you decide to cancel the order. For orders canceled after 48 hours of purchase but before shipment, a 10% cancellation fee is applied. We will NOT accept order cancellation request if the order have already been shipped.

Refund

Returns will be processed within 3-5 days upon receipt of your package. The refund will be issued to your original payment account and cannot be returned to alternate cards or different forms of payment.

If you not get your refund please check your account or contact the bank. And then still didn’t get your refund please contact us by live chat or support@vmTVR.com. We will reply as soon as possible.

  


Eligibility & Potential Fees

Returns can be made within 15 days from the date you've received all your items in the same order. Your return package must be mailed out within 14 days from the date we sent you the return instruction.

All items must be unworn and in the original condition with the original packaging and all tags attached. Hygiene stickers (if any) must be intact. Any item that appear to have been washed or altered will not quality for a refund. The original shipping fee is non-refundable in most cases. Unless it's a quality issue or problem with the order, unfortunately, we will not cover the return shipping. 


How to start a return?

You can start a return by sending an request email to us at support@vmtvr.com and briefly let us know the reason. We will get back to you very soon(at most 6 hours) with detailed instructions for the return.

Please kindly note, items sent back to us without first requesting a return will not be accepted.

 


How to ship the item(s) back?

Since return address will vary according to the ordered item(s) & customer location, please first contact us to initiate a return request and we will then send you the detailed return instructions within 6 hours.

In general, please pack all of the items that you want to return with their original packaging and include a slip with order number written. You could choose the cheapest method to ship at your location but it must have a tracking number. 

Once you have shipped the package, please let us know the tracking number and we will follow up with you once we received the package at our facilities.

 


Where is my refund?

After your return request has been processed and item(s) returned to our facilities, please expect up to 7 days for the refund to be issued to your original payment method.

The original shipping fee is non-refundable.

 


Exchanges

Please contact us at support@vmtvr.com to start an exchange request. We will get back to you very soon (6 hours max) with detailed instructions.


What is not accepted for return?

1. Swim wear, costumes, bodysuits, lingerie, underwear, event and party supplies, DIY supplies.

2. We cannot offer refunds on items with broken hygiene seal.

3. Final Sale items.

4. Made to order items. Custom made items.

5. Other items that are not accepted for return:

Swimwear, costumes, bodysuits, lingerie, beauty products, underwear, event and party supplies, DIY supplies, and pet supplies. We cannot offer refunds on items with broken hygiene seal. Items with non-returnable marks and free gifts cannot be returned. Personal care goods (such as beauty products).

Please get in touch if you have questions or concerns about your specific item. 

 


Additional Important Information:

  1. Expedite shipping time cannot be guaranteed during the holiday season due to courier companies such as UPS, FedEx, and DHL cannot fulfill and guarantee delivery time.
  2. Please do not send your return package to the sender's address on your package. This is not the address of our return facility and will affect the processing of your return. You should only send it to the address on the shipping label we provide even if you are using your own shipping.
  3. Please make sure you don't include non-vmtvr items by accident in your return package. We will not be responsible for sending back those items to you.
  4. The express shipping fee cannot be refunded due to personal reason refund.

  5. We cannot refund holiday-related items due to late arrival, because the shipping time is out of our control. We recommend buying all holiday-related items at least 20 days before the holiday. 
  6. We have few warehouses worldwide. We cannot guarantee your order will be shipped from the closest warehouse due to stocking. Please kindly note that the shipping time cannot be guaranteed.
  7. Please request order cancellation as soon as you have made the decision by contacting our customer service. Once the package is sent out from our warehouse, we will not be able to recall it and therefore the order cancellation will not be granted.
  8. Our size is based on the US size, the size reference needs to be based on our tag size. Since the sizes of the production factories are inconsistent, we will convert them uniformly according to the US size. Even different colors of the same model may vary in size due to different production locations, but we will eventually convert to the US size. This is not an excuse for a free return or refund.

 


Still Need Help?

If you need additional support, please contact us at support@vmtvr.com 

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