Return, Refund and Exchange policy

Return, Refund and Exchange Policy

We are committed to providing our customers with quality products and reliable service. To ensure a fair, transparent, and consistent process for all customers, please read the following Return, Refund and Exchange Policy carefully before placing an order.

By placing an order with us, customers acknowledge and agree to the terms and conditions stated in this policy.

1. General Return, Refund and Exchange Policy

All items sold are non-refundable and non-exchangeable unless the order falls under one of the eligible circumstances specified below.

A return, refund, or exchange request may be considered only under the following circumstances:

  • The merchant has sent the wrong item or an item that does not correspond to the customer’s order.
  • The item received does not match the specifications, description, features, model, or other information advertised on our website.
  • The item received is spoiled, damaged, defective, or otherwise not in acceptable condition upon delivery.
  • The order has exceeded the delivery timeline stated in the Company’s Shipping Policy, subject to verification of the order and delivery status.

Any request that does not fall within the circumstances stated above may not be eligible for a return, refund, or exchange.

2. Inspection Upon Delivery

Customers are advised to inspect their parcel and the item immediately upon receiving the order.

Before opening the parcel, customers are strongly encouraged to record a clear and continuous unboxing video. The video should clearly show the entire process from the unopened parcel until the item has been removed from its packaging.

The unboxing video should clearly capture:

  • The unopened parcel before opening;
  • The shipping label and order details;
  • The condition of the outer packaging;
  • The internal packaging and protective materials;
  • The product and its packaging; and
  • The condition of the item received.

Customers should ensure that the video is continuous and clearly shows the unboxing process without significant interruptions or missing portions.

This evidence may be required when submitting a return, refund, or exchange request.

3. Evidence Required for Refund, Return or Exchange

To allow us to properly investigate and verify a claim, customers are required to provide sufficient supporting evidence.

Depending on the nature of the issue, the following evidence may be required:

  • A clear and continuous unboxing video showing the unopened parcel, shipping label, packaging, and item received.
  • A clear video showing the first use or operation of the item, where applicable.
  • Clear photographs showing the item, packaging, shipping label, damage, defect, wrong item, or other relevant issues.
  • Complete order details, including the order number and product information.
  • Any other photographs, videos, documents, or supporting information reasonably requested by the Company.

For electronic products, appliances, equipment, or other products where the issue can only be identified during operation, a first-use or testing video may be required to demonstrate the reported problem.

The evidence submitted must be clear, relevant, and sufficient for the Company to assess and verify the claim.

4. Submission of Return, Refund and Exchange Requests

All return, refund, and exchange requests must be submitted to the Company via email at:

jeeann_vectro@outlook.com

The request must be submitted within 24 hours from the time the customer receives the item.

To help us process the request efficiently, customers should include the following information in their email:

  • Order number;
  • Customer name;
  • Contact information;
  • Product name and/or model;
  • Date and time the item was received;
  • A clear description of the issue;
  • Relevant photographs and videos; and
  • Any other supporting documents requested by the Company.

Customers are encouraged to report any issue immediately after receiving the item and should not wait until the end of the 24-hour period to submit a request.

5. 24-Hour Reporting Period

The 24-hour reporting period applies to all return, refund, and exchange requests covered under this policy.

Any request submitted after 24 hours from the time the item was received will not be accepted.

Customers are responsible for checking their order promptly upon delivery and notifying the Company within the required timeframe if any eligible issue is discovered.

6. Requests Without Required Evidence

All return, refund, and exchange requests must be supported by the relevant evidence required by the Company.

Any request submitted without the required supporting evidence, including but not limited to:

  • Unboxing video;
  • First-use video, where applicable;
  • Clear photographs;
  • Order details; or
  • Other supporting documents requested by the Company,

will not be accepted.

The Company may request additional information or evidence if the materials initially submitted are insufficient to verify the customer’s claim.

Failure to provide sufficient evidence may prevent the Company from determining whether the reported issue existed upon delivery.

7. Wrong Item Received

If the customer receives an item that is different from the item ordered, the customer must notify the Company within 24 hours of receiving the order.

The customer should provide:

  • The order number;
  • Clear photographs of the item received;
  • A clear photograph of the shipping label;
  • A continuous unboxing video, where available; and
  • Any other relevant evidence requested by the Company.

The Company will review the order information and supporting evidence before determining the appropriate resolution.

8. Damaged, Defective or Spoiled Items

If an item arrives damaged, defective, spoiled, or otherwise in unacceptable condition, the customer must contact the Company within 24 hours of receiving the item.

Customers should provide clear photographs and videos showing the condition of the item and its packaging.

Customers should also retain the original product, packaging, shipping materials, labels, accessories, and other items supplied with the order until the claim has been reviewed and resolved.

The Company may require additional information, photographs, videos, or other evidence to determine the nature and cause of the reported issue.

9. Product Does Not Match Website Information

If the item received does not match the specifications, description, features, model, or other information advertised on our website, the customer may submit a claim within the required 24-hour period.

The Company will compare the item received against the relevant product information and order details.

Customers must provide sufficient evidence showing the difference between the product ordered and the product received. The Company may request additional photographs, videos, or other information where necessary.

10. Delivery Delays

Where an order exceeds the delivery timeline stated in the Company’s Shipping Policy, the customer may contact the Company to report the delay.

The Company will review the relevant order and delivery information to determine whether the order qualifies for a refund or other applicable resolution.

Delivery timelines may be affected by circumstances involving third-party delivery providers, customs clearance, public holidays, weather conditions, incorrect delivery information, or other circumstances beyond the Company’s reasonable control. Such cases will be reviewed based on the relevant circumstances and available information.

11. Non-Eligible Reasons

Items are generally not eligible for return, refund, or exchange due to reasons unrelated to the circumstances stated in this policy.

This may include:

  • Change of mind after placing the order;
  • No longer wanting or needing the product;
  • Ordering the wrong product;
  • Selecting the wrong model, specification, variation, or option;
  • Failure to check product specifications before purchasing;
  • Personal preference;
  • Compatibility issues that were not stated as a product defect; or
  • Dissatisfaction that is unrelated to damage, defect, incorrect item, or inaccurate product information.

Customers are therefore encouraged to carefully review the product description, specifications, features, model, compatibility, and other information provided on the website before completing their purchase.

12. Review and Verification

All return, refund, and exchange requests are subject to review and verification by the Company.

Submitting a request does not automatically guarantee approval.

The Company may review:

  • Order records;
  • Product information;
  • Delivery information;
  • Unboxing videos;
  • First-use videos;
  • Photographs;
  • Customer-provided documents; and
  • Any other relevant information or evidence.

The Company may contact the customer if additional information or clarification is required before a decision can be made.

13. Approved Refund, Return or Exchange

If a return, refund, or exchange request is approved, the Company will determine the appropriate resolution based on the circumstances of the case.

Depending on the situation, the Company may provide:

  • Replacement with the correct item;
  • Exchange for an eligible item;
  • Repair, where applicable;
  • Partial refund; or
  • Full refund.

Where a return is required, customers must follow the Company’s instructions regarding the return process and retain the item and its original packaging until further notice.

Refund processing time may vary depending on the payment method, bank, payment provider, or other third-party financial institution involved.

14. Important Notice

Customers are strongly advised to record the entire unboxing process immediately upon receiving the parcel and to retain all packaging and related materials until the order has been fully inspected.

The unboxing video, first-use video, photographs, and other supporting evidence are important in helping the Company verify whether an item was incorrect, damaged, defective, spoiled, or otherwise different from what was ordered.

Any return, refund, or exchange request submitted after the 24-hour period, or submitted without the required supporting evidence, will not be accepted.

The Company reserves the right to review each request based on the available information and evidence and to determine whether the request qualifies under this policy.

15. Contact Us

For all return, refund, and exchange requests, please contact us at:

Email: jeeann_vectro@outlook.com

Please ensure that your email includes your order number, product details, description of the issue, photographs, videos, and any other relevant supporting evidence.

We appreciate your understanding and cooperation in following this policy. These requirements help us verify issues efficiently and ensure that genuine cases can be handled fairly and promptly.