At Voetris, we want every order to arrive in excellent condition and match what you selected. This Returns & Refund Policy explains when you may request a replacement, return, or refund and how we handle order-related concerns.
1. Our 30-Day Quality Guarantee
Please contact Voetris within 30 calendar days of receiving your order if an item arrives:
- Damaged during delivery
- Defective
- Misprinted or incorrectly produced
- Materially different from the product ordered
- In the wrong product, design, color, or size because of an error on our part
- Missing from your shipment
Once the issue has been reviewed and approved, Voetris may offer a replacement or refund at no additional cost to you.
2. How to Report an Issue
To request assistance, contact us through the Contact Us page on the Voetris website.
Please provide:
- Your full name
- Your order number
- The email address used to place the order
- A clear description of the problem
- Clear photographs showing the complete item
- Close-up photographs of the defect or damage
- Photographs of the packaging and shipping label when relevant
Photographs are necessary to verify most damaged, defective, or incorrect-item claims. Failure to provide sufficient information may delay or prevent us from processing your request.
Please do not send an item back before receiving return instructions from Voetris.
3. Change-of-Mind and Incorrect Size Selections
We currently do not accept returns or exchanges for:
- A change of mind
- An incorrect size selected by the customer
- An incorrect color or product selected by the customer
- Personal preference regarding fit, style, texture, or appearance
- Accidental orders
- Items that have been worn, washed, altered, stained, damaged, or used
Customers are responsible for reviewing the product description and applicable size guide before placing an order.
This limitation does not apply where a return or cancellation right is required under applicable consumer law.
4. Exchanges
Voetris does not provide direct exchanges for preference-related reasons or incorrect size selections.
When Voetris sends an incorrect, damaged, or defective item, we may provide a replacement after verifying the claim. The replacement must normally be for the same product, design, color, and size originally ordered.
5. Lost Packages
If your package has not arrived, please contact us within 30 calendar days after the estimated delivery date.
Before requesting a replacement or refund, customers may be asked to:
- Confirm that the shipping address was correct
- Review the tracking information
- Check with household members, neighbours, reception areas, or building management
- Contact the local delivery carrier or post office
If the carrier confirms that the shipment was lost in transit, Voetris may issue a replacement or refund.
When tracking shows that a package was delivered, the order will not automatically qualify for a refund or replacement. We will review the circumstances and may ask you to contact the carrier to begin an investigation.
6. Incorrect or Incomplete Shipping Addresses
Customers are responsible for providing a complete and accurate delivery address at checkout.
Once an order has entered processing or has been shipped, we cannot guarantee that the address can be changed.
If a package is returned because of:
- An incorrect or incomplete address
- A missing apartment or unit number
- An incorrect recipient name
- An invalid postal code
- Another address-related error provided by the customer
the customer will be responsible for any applicable reshipping costs.
An order is not eligible for a refund solely because the customer supplied an incorrect or incomplete delivery address.
7. Unclaimed and Refused Shipments
Packages that are not collected, are refused without prior authorization, or are otherwise returned as unclaimed may be eligible for reshipment.
The customer will normally be responsible for the reshipping cost unless the return resulted from an error by Voetris or the delivery carrier.
You must respond within 30 days after we notify you that the shipment has been returned. After that period, the product may no longer be available for reshipment, and a refund may not be issued.
8. Return Authorization
Do not return products without first contacting Voetris and receiving approval.
Depending on the circumstances, we may:
- Resolve the claim without requiring the item to be returned
- Request additional photographs or information
- Provide specific return instructions
- Provide a return address
- Provide or reimburse reasonable return shipping costs for an approved defective or incorrect-item claim
Products sent without authorization, sent to an incorrect address, or sent using an unauthorized shipping method may not be accepted or refunded.
The return address shown on a package should not be used unless Voetris has specifically instructed you to use it.
9. Return Shipping Costs
For an approved claim involving a damaged, defective, or incorrect product caused by an error on our part, Voetris will cover the reasonable return cost when a physical return is required.
Customers are responsible for costs connected with:
- Incorrect shipping information provided at checkout
- Unclaimed or refused shipments
- Unauthorized returns
- Returns that are not legally required and have not been approved by Voetris
Voetris does not charge a restocking fee for approved quality-related returns.
10. Refunds
After your refund has been approved, it will be issued to the original payment method used for the purchase.
Approved refunds are normally processed by Voetris within 5–10 business days. Your bank, card provider, PayPal, or other payment provider may require additional time to display the funds in your account.
If only part of an order is affected, the refund may be limited to the affected product.
Original expedited-shipping upgrades, customs duties, import taxes, and other third-party charges are generally non-refundable unless required by applicable law or unless the charge resulted directly from an error by Voetris.
11. Order Cancellations and Changes
Orders may begin processing shortly after they are submitted.
Please contact us as soon as possible if you need to change or cancel an order. We will attempt to assist, but cancellation or modification cannot be guaranteed once processing has begun.
If cancellation is possible before processing begins, the payment will be refunded to the original payment method.
12. Hygiene-Sensitive and Sealed Products
For health and hygiene reasons, sealed or hygiene-sensitive products cannot be returned after their protective seal has been opened, unless the product is defective, incorrect, or applicable law requires otherwise.
13. Promotional and Sale Items
Promotional and sale items remain covered by our quality guarantee when they arrive damaged, defective, or incorrect.
However, promotional pricing does not create an additional right to return an item because of a later price change or because the customer no longer wishes to keep it.
14. Abuse of the Returns Process
Voetris reserves the right to refuse claims involving suspected fraud, repeated abuse, altered photographs, deliberate damage, or misleading information.
This provision does not affect legitimate consumer rights.
15. Statutory Consumer Rights
Nothing in this policy limits rights that cannot legally be excluded under the consumer-protection laws applicable to your purchase.
Customers located in countries or regions that provide mandatory cancellation, withdrawal, guarantee, or return rights may exercise those rights according to applicable law.
For example, consumers buying online in the European Union generally have a 14-day withdrawal right, subject to certain legal exceptions. A dedicated EU/EEA withdrawal section should therefore be added before actively targeting those countries.
16. Contact Us
For all return, replacement, refund, or delivery questions, please use the Contact Us form available on the Voetris website.
Include your order number and the email address used when placing the order so that we can assist you efficiently.