Refund policy

Returns & Refund Policy

Thank you for shopping at VOVA Store! We want to ensure you have a transparent and smooth experience. Below is our comprehensive policy regarding shipping, returns, and refunds.

1. FREE SHIPPING ITEMS & TRACKING

For customers who select our FREE SHIPPING (No Tracking) option, please note the following:

  • Proof of Shipping: We will provide proof of shipping once the item is dispatched.

  • No Real-Time Tracking: You will not be able to track the order's location after it leaves our warehouse.

  • Shipping Risk: By choosing this option, the customer acknowledges the risk of the product not arriving at their doorstep.

  • 60-Day Guarantee: If you have not received your order after 60 days, we will escalate the matter to our Tier 2 support team and issue a full refund—no questions asked.

Recommendation: If your order total exceeds $39.99, we HIGHLY RECOMMEND choosing STANDARD SHIPPING (With Tracking) to ensure you can monitor your package until delivery.

2. HOW DO I RETURN AN ITEM?

If you are not satisfied with your purchase, you may initiate a return within 45 days of receiving your order.

Return Requirements:

  • Authorization: Please contact us first to provide your order number and the reason for return. Our team will review the request and provide instructions if approved.

  • Direct Purchase: Only items purchased directly from https://www.google.com/search?q=vovastore.com will be accepted. For products bought via authorized retailers, please contact them directly.

  • Original Condition: Returned items must be unused, in the same condition as received, and in their original packaging (including all accessories, manuals, and documentation).

  • Rejection Criteria: Stains, folded cards, broken seals, or broken plastic foiling will not be accepted. We reserve the right to deny a refund/exchange if the item is not in acceptable condition.

  • Non-Returnable Items: * Personalized or customized products.

    • Items damaged through customer mishandling.

    • Incorrect products purchased by the customer.

    • Returns made without a valid receipt.

3. DEFECTIVE, INCORRECT, OR DAMAGED ITEMS

Did you receive a faulty unit or the wrong product? Please contact our Customer Support team immediately to start a claim.

Required Information:

  1. Order number

  2. Proof of purchase

  3. Video or photo of the faulty/incorrect product (Essential for approval)

  4. Complete delivery address

  5. Contact telephone number

Once verified, we will arrange for a replacement or a full refund.

4. ORDER MODIFICATIONS & CANCELLATIONS

Please contact us as soon as possible if you need to modify or cancel your order.

  • Cancellation Fee: Any cancellation made after an order has been placed will be subject to a cancellation fee of 30% of the Total Price. This fee applies regardless of how quickly the cancellation is requested (even if it is moments later), as merchant processors charge us non-refundable fees for every transaction.

  • Shipped Orders: Orders that have already been packed or shipped cannot be canceled or modified.

5. REFUND PROCESS & TIMELINE

  • Processing Time: Returns may take up to 14 business days to process from the day we receive your package. We will notify you via email once processed.

  • Refund Amount: A full refund is provided for defective products. For non-defective returns, the refund excludes all original shipping and handling fees.

  • Payment Method: All refunds will be credited back to your original form of payment.

  • Bank Processing: For credit/debit cards, please allow up to 14 business days for the bank to post the credit to your account.

Missing Refund? If you haven't received your credit yet, please contact your bank or credit card company first, as there is often a processing delay before a refund is officially posted.

VOVA Store reserves the right to deny any return that does not meet the above criteria. For further assistance, please contact our support team.