Refund policy
At VEINA, we want you to be completely satisfied with your purchase. We understand that there may be occasions when an item is not quite right for you. And when that happens we’re here to help.
1. Change of Mind Returns
If you change your mind about your purchase, you may request a return within 7 days of receiving your order.
For an eligible change-of-mind return, you may choose one of the following:
* A refund to your original payment method;
* An exchange for another VEINA item, subject to availability; or
* A VEINA voucher/store credit to use towards a future purchase.
To qualify for a change-of-mind return, the item must be unused, unworn and returned in its original condition. All original tags, protective coverings, accessories, dust bags and packaging supplied with the item must be included.
Items that show signs of use, wear, stains, scratches, marks, odours, alteration or damage after delivery may not qualify for a change-of-mind return.
2. How to Request a Return
To initiate a return, please contact our Customer Support team within 7 days of receiving your order.
Please provide:
* Your order number;
* The item you wish to return;
* The reason for your return; and
* Whether you would prefer a refund, exchange or VEINA voucher/store credit.
Please wait for return instructions before sending your item to us. Items returned without first contacting VEINA may result in delays in processing your return.
3. Return Shipping Costs
For change-of-mind returns, you are responsible for arranging and paying the direct cost of returning the item to VEINA.We recommend using a reputable, trackable courier service and retaining your tracking information and proof of shipment until your return has been completed.
4. Return Inspection
All returned items will be inspected by VEINA upon receipt.
For change-of-mind returns, items must be returned in their original condition together with all packaging, tags, protective coverings, dust bags and accessories supplied with the order.
Once your return has been received and inspected, we will notify you of the outcome and proceed with the applicable refund, exchange or store credit.
5. Refunds
Where a refund is selected and the return qualifies, the refund will be made to the original payment method used to place the order. Please allow additional time for your bank, card issuer or payment provider to reflect the funds in your account after the refund has been processed.
For change-of-mind returns, the direct cost of returning the goods to VEINA remains the responsibility of the customer.
6. Exchanges
If you choose an exchange, the replacement item will be arranged once your returned item has been received and the return has been approved.
All exchanges are subject to stock availability.
If your preferred replacement is unavailable, you may select another available item, a VEINA voucher/store credit, or a refund where applicable.
Where the replacement item costs more than the original item, the difference must be paid before the replacement is dispatched. Where it costs less, the applicable balance will be dealt with in accordance with your selected return option.
Any delivery charges applicable to sending an exchanged item to you will be communicated before dispatch.
7. VEINA Voucher / Store Credit
Customers may choose to receive an approved change-of-mind return as a VEINA voucher or store credit instead of a monetary refund.
The voucher/store credit will be issued once the returned item has been received, inspected and approved.
Any applicable terms relating to the use or validity of the voucher will be communicated when it is issued.
8. Defective or Damaged Items
Returns relating to defective or poor-quality goods are handled separately from ordinary change-of-mind returns.
If you believe that your VEINA item is defective or was damaged when you received it, please contact our Customer Support team with your order number, a description of the issue and clear photographs or videos showing the problem.
Normal wear and tear, accidental damage, misuse, improper care or storage, alterations, or damage caused by the customer after delivery will not ordinarily be considered a product defect.
9. Incorrect Items
If you receive an item that is different from the item you ordered, please contact VEINA as soon as possible after receiving your order.
Once the error has been confirmed, VEINA will arrange the return of the incorrect item at our cost and assist you with receiving the correct item or another appropriate remedy.
10. Sale and Promotional Items
Items purchased on promotion or special do not qualify for exchange/ return. Please ensure you’re sure about the item.
11. Return Timeframes
Change-of-mind return requests must be submitted within 7 days of receiving your order.