Vehuan · Technology-driven supply chain · Global quality delivered to Hong Kong

Returns & Refunds Policy

Returns & Refunds Policy

Effective date: 8 November 2026

This policy applies to all retail orders placed on Vehuan Mall (vehuan.com) and is prepared in line with the Sale of Goods Ordinance (Cap. 26) and the Trade Descriptions Ordinance (Cap. 362) of the Hong Kong SAR. Nothing in this policy limits your statutory rights.

1. Return and refund within 7 days

You may request a return and refund within 7 calendar days from delivery, provided the item is unused and complete (accessories, gifts, manuals and original packaging included). We offer both cancellation before shipment and return-and-refund after delivery — there is no exchange-only restriction.

  • Not yet shipped: you may cancel for a full refund (including shipping paid); processed within 1–2 business days.
  • Shipped: request within 7 days of delivery; refund is issued after the returned item passes inspection.

2. Accepted reasons

  • Item does not match the description (colour, size, model or quantity);
  • Item is defective, damaged or not functioning;
  • Damage in transit, wrong or missing item;
  • Change of mind within 7 days (item must be resaleable).

3. Not accepted

  • Requests made more than 7 days after delivery (statutory rights unaffected);
  • Items used, washed, modified or damaged other than by us or the courier, or missing accessories, gifts or original packaging;
  • Perishable goods, personal hygiene items, underwear, custom-made items, opened software or digital codes (unless defective);
  • Items explicitly marked "no return or exchange" in the promotion (stated on the product page).

4. Return shipping

Where the return is due to a quality issue, wrong item, damage or misdescription, the seller bears the return shipping cost. For change-of-mind returns within 7 days, the buyer bears the return shipping cost. Refunds are based on the amount actually paid; redeemed points are returned to your points account.

5. Refund method and timing

  • Refunds are returned to the original payment channel only — no cash refunds;
  • We initiate the refund within 3 business days after receiving and inspecting the return;
  • Funds usually reach you within 5–10 business days depending on the payment provider;
  • If the original channel is unavailable, we will agree an alternative with you.

6. How to apply

  1. Sign in → "My Orders" → select the order → "Request refund / return";
  2. Choose a reason and upload photos (required for damaged or wrong items);
  3. Our team replies within 1–2 business days with a return address or SF pickup arrangement;
  4. Keep the tracking number when sending the item back.

7. Exchanges

For size, colour or model issues, an exchange may be arranged for the same item in a different specification; if out of stock, a refund applies. Return shipping for exchanges is borne by the seller, except for a second exchange on a change-of-mind order.

8. Questions and disputes

For questions about refund amounts, timing or item condition, contact support@vehuan.com within 14 days of the outcome. We reply within 2 business days. You may also seek help from the Hong Kong Consumer Council.

The Traditional Chinese version prevails.