Refund policy

Vemora International Return & Refund Policy

Last Updated: 15 july , 2026

At Vemora, we want you to feel confident about every purchase. If your order isn't right for you, we're here to help.

This Return & Refund Policy applies to orders placed through Vemora International and is intended to provide a clear and simple return experience for customers worldwide.

1. Our 30-Day Return Policy

You may request a return within 30 days of receiving your order for eligible products.

To be eligible for a standard change-of-mind return:

  • The item must be unused and in its original condition.

  • The item must be returned with its original packaging, tags and accessories, where applicable.

  • The item must not be damaged, washed, altered or used beyond reasonable inspection.

  • Proof of purchase or your order number must be provided.

Certain products may be excluded from standard returns for health, hygiene, safety, personalization or other legitimate reasons. Any such exclusions will be clearly stated on the product page before purchase.

Important: Nothing in this policy limits or excludes any consumer rights that cannot legally be excluded in your country.

2. Faulty, Damaged or Incorrect Items

If your order arrives:

  • damaged,

  • defective,

  • faulty,

  • materially different from the product description, or

  • incorrect,

please contact us as soon as possible.

For damaged or incorrect deliveries, please contact us within 7 days of delivery and provide:

  1. Your order number

  2. A description of the problem

  3. Clear photographs of the product and packaging

  4. Any other information reasonably requested by our support team

Depending on the circumstances and applicable law, Vemora may provide a:

  • replacement,

  • repair where appropriate,

  • refund, or

  • other legally required remedy.

For products that are faulty or damaged due to an issue for which Vemora is responsible, we will cover reasonable return shipping costs where required by applicable law.

3. Change-of-Mind Returns

If you simply change your mind, ordered the wrong item, or no longer want the product, you may request a return within our 30-day return period, provided the product meets our return conditions.

Unless otherwise required by applicable law, return shipping costs for change-of-mind returns are the responsibility of the customer.

The original shipping charge is generally non-refundable for change-of-mind returns, except where applicable law requires otherwise.

4. United States Returns

For customers in the United States, Vemora offers a 30-day voluntary return window for eligible unused products.

Return shipping for change-of-mind returns is generally the customer's responsibility unless Vemora states otherwise.

For defective, damaged, incorrect or misrepresented products, Vemora will provide an appropriate remedy in accordance with applicable law.

Because U.S. return requirements can vary depending on the circumstances and applicable state law, nothing in this policy is intended to waive any rights that cannot legally be waived.

5. United Kingdom Returns

For customers in the United Kingdom, you may have a legal right to cancel an online purchase within 14 days after receiving your goods, followed by a further 14 days to return them, subject to applicable exceptions.

Where the statutory cancellation right applies:

  • You do not generally need to provide a reason for cancellation.

  • You are responsible for returning the goods unless Vemora has agreed to cover the cost or applicable law requires otherwise.

  • We will process eligible refunds in accordance with applicable law.

  • Where required, the refund will include the applicable standard delivery charge.

Our 30-day return policy may provide an additional return period beyond the statutory cancellation period for eligible products.

Nothing in this policy affects your statutory rights under UK law.

6. European Union / EEA Returns

For customers in the European Union and other jurisdictions where applicable, consumers generally have a 14-day withdrawal period for online purchases, subject to legal exceptions.

Where the statutory withdrawal right applies, customers may cancel the purchase without giving a reason within the applicable withdrawal period.

Unless otherwise required by applicable law, the customer is responsible for the direct cost of returning the goods.

Vemora will provide refunds in accordance with applicable consumer law.

This statutory right is separate from our voluntary 30-day return policy.

7. Australia

Australian customers have rights under the Australian Consumer Law (ACL) that cannot be excluded by a store return policy.

If a product does not meet applicable consumer guarantees, customers may be entitled to a repair, replacement, refund or another remedy depending on the circumstances.

Our voluntary 30-day return policy does not limit these statutory rights.

For change-of-mind purchases, returns are accepted only where they meet the conditions of our voluntary return policy.

8. Other International Countries

For customers outside the United States, United Kingdom, European Union/EEA and Australia, Vemora's standard 30-day return policy applies to eligible products, subject to the mandatory consumer protection laws of the customer's country.

Where local law provides stronger or additional consumer rights, those rights will continue to apply.

9. Non-Returnable Items

The following products may not be eligible for standard change-of-mind returns where permitted by applicable law:

  • Personalized or custom-made products

  • Products made specifically to your specifications

  • Sealed products that cannot be returned for health or hygiene reasons once opened

  • Products that have been used, damaged or altered after delivery

  • Gift cards

  • Digital products, where applicable

  • Other products specifically identified as non-returnable before purchase

This does not affect your rights if a product is faulty, defective, damaged on arrival or otherwise covered by mandatory consumer protection law.

10. How to Request a Return

To request a return, please contact our customer support team at:

support@vemorainternational.com

Please include:

Subject: Return Request – [Order Number]

And provide:

  • Full name

  • Order number

  • Product name

  • Reason for return

  • Photos/videos where relevant

  • Your preferred resolution, where applicable

Please do not send products back to the address shown on your order confirmation unless our support team has provided return instructions.

11. Return Approval

After receiving your request, our team will review the information and provide return instructions where the return is eligible.

For certain products, we may ask for photographs or videos before approving a return. This helps us resolve damaged or defective-product claims quickly and reduce unnecessary international shipping.

12. Return Shipping

Change of mind

Unless otherwise required by applicable law, the customer is responsible for the cost of returning an unwanted product.

Faulty, damaged or incorrect item

Where Vemora is responsible for the issue, we will cover reasonable return shipping costs or provide another appropriate remedy as required by applicable law.

International returns

Customers should not return international orders without first receiving instructions from Vemora.

Customers are responsible for ensuring that returned goods are properly packaged and, where applicable, securely tracked.

13. Refunds

Once your returned product has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will generally be issued to the original payment method.

The time required for the refund to appear in your account may vary depending on your bank, card issuer or payment provider.

Where applicable law requires a specific refund timeframe, Vemora will comply with that requirement.

14. Partial Refunds

A partial refund may be considered where:

  • an item is returned with minor damage caused by handling beyond what is reasonably necessary to inspect the product;

  • only part of an order is returned;

  • an item is missing components or accessories; or

  • applicable law permits a deduction for diminished value.

No deduction will be made where prohibited by applicable law.

15. Exchanges

We currently do not guarantee direct exchanges for every product or destination.

Where available, our customer service team may offer an exchange.

Alternatively, you may return the eligible item and place a new order.

Faulty or incorrect products will be handled in accordance with applicable consumer rights.

16. Lost or Refused Returns

Customers are responsible for ensuring that authorized returns are properly packaged and shipped.

For customer-paid returns, we strongly recommend using a tracked shipping service and retaining proof of postage.

Vemora is not responsible for a return that is lost in transit where the customer cannot provide reasonable evidence that it was returned.

17. Customs, Duties and Taxes

International orders may be subject to customs duties, import taxes or other charges imposed by the destination country.

Unless explicitly stated at checkout, these charges are generally the customer's responsibility.

If an order is refused because the customer does not wish to pay applicable customs charges, the order may be treated as a refused delivery, and any refund will be subject to applicable law and any unrecoverable shipping, customs or handling costs.

18. Consumer Rights

Vemora respects the consumer protection laws applicable to the markets in which we sell.

Nothing in this Return & Refund Policy is intended to exclude, restrict or replace any statutory consumer guarantee, warranty, cancellation right, withdrawal right or other legal right that cannot lawfully be excluded or restricted.

If applicable law provides you with greater rights than those described in this policy, your statutory rights will prevail.

19. Contact Us

For questions about returns, refunds or your consumer rights, please contact:

Vemora International
Email: support@vemorainternational.com

We aim to respond to customer enquiries within 1–2 business days.

Vemora International
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