Return & Exchange Policy
Returns and Cancellations
Before returning an item, please contact us at:
Email: support@veramart.shop
Cancellations
We accept cancellation requests within 12 hours of placing an order, provided the order has not already been shipped. Eligible cancellations will receive a full refund.
To request a cancellation, please email support@veramart.shop with your order number or order confirmation email.
Once an order has shipped, it cannot be canceled. You may request a return after receiving the item, subject to the return policy below.
15-Day Return and Refund Policy
You may request a return and refund within 15 calendar days of receiving your order.
For returns unrelated to quality issues, items must be unopened, unused, and in their original packaging, with all accessories included. Items must be free from cracks, dents, scratches, and other damage affecting their resale condition. Return shipping costs for these returns are the customer’s responsibility.
If your item arrived defective, damaged, or incorrect, please follow the quality-related claims process below. The unopened and unused requirements do not apply to the reported defect, damage, or incorrect item.
To request a return, please email support@veramart.shop and include:
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Your order number.
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The reason for the return and a description of the item’s condition.
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Clear photos showing all sides of the product.
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A photo showing all included accessories.
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A photo of the original packaging, if available.
Our customer service team will review your request and provide return instructions and the return address.
Please contact us before shipping your return. Return shipping charges must be paid in advance unless we provide a prepaid return label. COD packages are not accepted.
After shipping your return, please email us the tracking number and, where possible, a photo of the return package so we can track its delivery.
Returned items will be inspected upon arrival. Returns that do not meet the applicable conditions may be refused, subject to applicable consumer protection laws.
30-Day Warranty and Quality-Related Claims
We provide a 30-calendar-day warranty for quality-related issues, starting on the date you receive your order. Please report any covered issue within this period.
Damage caused by intentional damage, misuse, improper handling, or unauthorized modification is not covered.
If you receive a defective, damaged, or incorrect item, please email support@veramart.shop with your order number, a description of the issue, and clear photos of the item, the affected area, and the packaging, if available. Where necessary, we may request a short video to help assess the issue.
Once we confirm that the issue is covered, we will arrange a replacement or refund and advise whether a return is required.
If a return is required, we will provide a prepaid return label or confirm the shipping method and reasonable shipping cost in writing before you ship.
Please contact us before returning an item. Unless required by applicable law, we will not reimburse return shipping costs that have not been approved in advance, including express shipping or additional shipping services.
Returned items may be inspected to verify the reported issue. If the inspection indicates intentional damage, misuse, or a condition that differs materially from the evidence provided, we will explain our findings and discuss the available resolution before proceeding.
Refund Processing
For eligible cancellations, we will process your refund within 2–3 business days of confirming the cancellation.
For returns, we will notify you of the refund decision after receiving and inspecting the returned item. Approved refunds will be processed within 10 business days of receiving your return.
Refunds will be issued to the original payment method. After we process your refund, your bank or card issuer may require an additional 7–10 business days to post the funds to your account.
Late or Missing Refunds
If you have not received your refund, please check your bank account and contact your credit card company or bank, as processing times may vary.
If you still have not received your refund after the stated processing period, please contact us at support@veramart.shop.
Warranty Exclusions
The VeraMart warranty does not cover:
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Intentional damage, accidental damage after delivery, misuse, or improper handling.
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Normal wear and tear.
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Damage caused by natural disasters, including lightning, tornadoes, or hurricanes.
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Unauthorized modification, repair, or disassembly.
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Use that does not follow the product’s instructions or intended purpose.
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Issues unrelated to product quality.
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Items purchased from unauthorized sellers.
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Lost or stolen items.
A valid order number or other proof of purchase is required for warranty claims.
Consumer Rights
This policy does not limit or exclude any rights or remedies available to you under applicable consumer protection laws.
Contact Information
For questions, assistance, or feedback, please contact us at:
Email: support@veramart.shop
Business hours: Monday to Friday, 9:00–18:00 (Hong Kong time)