Refund policy

Returns & Refunds Policy – Voss & Roe

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

We reserve the right to refuse returned items if we suspect that the items have been used or damaged through no fault of our own.

How to Start a Return

To initiate a return, please contact us at info@vossroe.com. If your return is accepted, we will provide full instructions on how and where to send your package. Please note that all returns must be sent to our central warehouse in Asia at the customer's expense.

Please note: Items sent back to us without first requesting a return will not be accepted.

If the product is not damaged and the correct item was sent, the customer is responsible for all return shipping costs and any applicable restocking fees. We are also entitled to charge the customer for outbound shipping costs where applicable.

For any return-related questions, you can contact us at info@vossroe.com.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will assess the issue and make it right. In these cases, we will cover any return shipping or restocking fees.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including perishable goods, custom or personalised products, personal care goods, and hazardous materials. We do not accept returns on sale items or gift cards. Please contact us if you have questions about your specific item.

Exchanges

The fastest way to ensure you receive the item you want is to return the original item. Once your return is accepted, you can place a new order for the replacement item.

Cancellation Policy

You have the right to cancel your order within 14 days from the day you or a named third party receives the goods.

As we operate a fully automated system, orders are executed immediately upon placement. Once an order has been dispatched, we are unable to interrupt the shipping process and a refund is not possible until the goods have been returned to us. If your order is already in transit, please wait until you receive the goods and then initiate a return.

To exercise your right of cancellation, please contact us at info@vossroe.com with a clear written declaration of your intention to cancel. The cancellation is completed once we have received the goods back at our warehouse. The cost of returning the goods is borne by the customer.

As our products are shipped from Asia, transit times may be longer than standard and are outside of our control. If your order is already on its way, cancellation is not possible during transit. You are welcome to notify us of your intention to cancel in advance, and to send us a shipping confirmation once you have returned the goods to help us process your return as quickly as possible.

European Union – 14-Day Cooling-Off Period

If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason. The item must be unused, in original condition, with tags and packaging intact, and proof of purchase is required.

Refunds

Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days. Please note it may take additional time for your bank or card provider to complete the transaction. If more than 15 business days have passed since your return was approved, please contact us at info@vossroe.com.