We want you to be as satisfied with your purchase and customer experience as possible, and so we’ve made our returns and exchanges easy and simple.
What Is Your Return Policy?
Please see the return guidelines listed below to see if purchased items are eligible for a return. We offer 14 day returns for all customers. Shipping fees are non-refundable.
The return window starts from the day the shipment is delivered.
To qualify for a return:
1. Items must be in their original condition without signs of wear or damage
2. Items returned by mail must be in all original packaging (tags, box, and pouch included)
3. No individual item of a set can be returned for refund, store credit and/or size exchange, and must be returned as a complete set.
All below items are non-returnable:
1. Engraved and monogrammed products
2. Finale sale products
3. Gift cards
How Do I Make A Return?
1.To Prepare your Return Shipment, please contact us at support@vonaura.com
2.We will need your order ID
3.Any questions, please email us at: support@vonaura.com
Your shipping costs for returning your item will be your responsibility. Shipping costs and international customs duties and sales taxes are not refunded. If you receive a refund, the cost of return shipping will be deducted from your refund.
Returns must be sent back to us in the original packaging and packaged securely, preferably in the same envelope it was received in and It must include tracking number.
Please use the same postal service which your good were received with. It is advisable to obtain a proof of receipt as well as insurance to cover the value of items being returned. We are not responsible for any damage or loss that occurs in transit to us.
Taxes and customs charges cannot be refunded.
When the goods are returned, they will be inspected. If an item is returned to us in an unsuitable condition, we may return it to you.
We are not responsible for any items that are returned to us by mistake.
We will refund any amount received from you using the same method originally used by you to pay for your order, unless otherwise agreed.
How Much is the Return Shipping Fee?
Please note your original shipping fee is not refundable and will be deducted from the refundable amount. Orders outside China may have duties and taxes incurred. You are responsible for paying these fees and we’re unable to waive or refund them, even if the order is returned back to us.
If you refuse to accept the order and it returns to us, you'll be charged $20USD and it'll be deducted from your refund.
Do You offer An Exchange?
Currently, we are not able to facilitate exchanges. We hope to offer exchanges to customers outside of China in the future.
There Is An Issue With My Order
If you received a damaged or defective item, wrong item, or are missing an item from your order, contact us by live chat or send an email to support@vonaura.com. Our team will take care of you.
I Never Received My Order
We are not responsible for lost or stolen packages after the shipping carrier has dropped them off at their destination. Sometimes shipping carriers will leave packages in hidden locations to prevent theft, or even preemptively mark orders as “Delivered”. While these decisions are out of our control, we suggest looking around the vicinity of the shipping address, checking with your neighbors, and waiting at least three business days to see if anything turns up. If you still have not received your package, you can contact us by live chat or send an email to support@vonaura.com and our team will do our best to further assist you.Canceling an Order
If at any time you wish to cancel an order, please email us at support@vonaura.comPlease cancel your order as soon as possible after placing it.
If your order has already shipped, we will be unable to make a cancellation.