Return & Refund Policy
A Clear and Considerate Approach to Returns and Refunds
Choosing skincare products is a personal decision. Customers may have different preferences, purchasing requirements, and expectations when selecting products for their daily skincare routines. Occasionally, circumstances may change after an order has been placed, or a product may arrive with an issue that requires further attention.
At Vunorra, we understand that having clear after-sales procedures is an important part of a reliable online shopping experience. We want customers to know how to request an order cancellation, what conditions apply when returning an item, how return shipping expenses are handled, and when an approved refund can be expected.
This policy has been established to explain the procedures available for purchases made through our online store. It covers cancellation requests, return eligibility, product-related concerns, return authorization, shipping cost responsibilities, refund reviews, and customer support.
Whether you have reconsidered a purchase, received an item that does not match your order, or encountered a problem with a skincare product after delivery, we encourage you to contact our team so that we can review your situation and explain the appropriate next steps.
Our goal is to make the after-sales process understandable, provide relevant assistance, and handle eligible requests in accordance with our published policies and applicable consumer protection requirements.
The Vunorra online store is owned and operated by Shenzhen Ziyi Technology Co., Ltd.
1. Order Cancellation Requests
We understand that customers may occasionally need to reconsider or change a purchase after submitting an order.
If you decide that you no longer wish to proceed with an order, please contact our customer service team as soon as possible.
Order Cancellation Email:
After receiving your request, our team will review the current fulfillment status to determine whether the order can still be cancelled.
When Can an Order Be Cancelled?
Cancellation requests may generally be accepted when an order has not yet entered the packing, fulfillment, or dispatch process.
If the order is still at an early processing stage, there may be an opportunity to stop the purchase before it proceeds further.
However, once product preparation, packing, or shipping arrangements have already progressed, cancellation may no longer be possible.
For orders that have already been handed over to a shipping carrier, customers may contact us after receiving the package to discuss the applicable return procedure.
Cancellation Confirmation
Submitting a cancellation request does not automatically mean that the order has been cancelled.
Your purchase will remain active until our customer service team has reviewed your request and confirmed its approval.
We recommend contacting us promptly because the possibility of cancellation depends on the actual status of your order when the request is received.
Refunds for Approved Cancellations
When a cancellation is approved before dispatch, any applicable refund will generally be returned to the original payment method.
The time required for the funds to become available may depend on the payment provider, bank, or card issuer.
If the package has already been dispatched, the applicable return procedure will generally need to be followed instead.
2. Return Period and General Eligibility
Vunorra provides an extended return arrangement for eligible purchases.
Customers may request a return within 180 calendar days from the date of delivery, subject to the requirements described in this policy and applicable consumer protection laws.
We encourage customers to review their purchases after delivery and contact us if they decide to request a return or identify an issue with an item.
General Return Requirements
To help ensure that a return request can be properly reviewed, the following conditions generally apply:
Return Request Within the Eligible Period
The return request must be submitted within 180 calendar days from the date the order was delivered.
Product Condition
Returned products should remain in their original condition, taking into account the nature of the item and any consumer rights protected by applicable law.
The eligibility of a particular skincare product will be reviewed according to the circumstances of the request and relevant legal requirements.
Original Packaging and Components
Customers should retain the original packaging, supplied accessories, and other included components where applicable.
This information may help our team identify the product and review the return.
Proof of Purchase
A valid order number, order confirmation email, or other relevant purchase information should be provided when submitting a return request.
Advance Authorization
Customers must contact our support team and receive return instructions before arranging transportation.
Authorized Return Destination
Approved merchandise must be sent to the return destination specifically provided by our customer service team.
Please do not send products to an unapproved address or independently arrange a return without receiving instructions.
Individual Review of Return Requests
Every return request is reviewed according to its specific circumstances.
The review may consider:
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The reason for requesting a return.
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The condition of the purchased item.
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Whether the product corresponds with the original order.
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Whether the issue is attributable to us.
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The information and supporting materials supplied.
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Applicable consumer protection requirements.
Nothing in this policy is intended to restrict consumer rights or legal remedies that cannot lawfully be limited.
3. How to Submit a Return Request
Before sending any purchased skincare or personal care product back, customers must contact our customer service team to initiate the return procedure.
Return Request Email:
To help us understand your situation and review the request efficiently, please include the following information in your message.
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Your order number or purchase reference.
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The email address associated with your order.
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The name or description of the skincare product.
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The reason you wish to request a return.
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A brief explanation of any problem you encountered.
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Relevant photographs or other supporting materials, where appropriate.
Review and Authorization Process
After receiving your message, our customer service team will examine the information and determine whether the request meets the applicable return requirements.
If additional details are needed, we may contact you for clarification.
Once your request has been reviewed and approved, we will provide the relevant return instructions.
These instructions may include:
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Confirmation of return eligibility.
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The designated return destination.
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Applicable return shipping arrangements.
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Information about any supporting documentation required.
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Other relevant steps for completing the return.
Please wait until you receive confirmation and instructions before sending merchandise back.
Important Information About Return Addresses
The registered business address displayed on our website is provided for company identification and business correspondence purposes.
It is not automatically an authorized return destination.
Customers must use the return address specifically confirmed by our customer service team for the approved request.
Sending merchandise to an unapproved location may prevent the return from being received or processed correctly.
4. Return Shipping Fees and Cost Responsibilities
The responsibility for return transportation expenses depends on the reason for the return and the applicable eligibility conditions.
Vunorra distinguishes between qualifying product quality issues and returns requested for personal or non-quality-related reasons.
4.1 Returns Due to Product Quality Issues
If a skincare product arrives damaged, defective, incorrect, incomplete, or materially different from its advertised description because of an issue attributable to us, qualifying returns are eligible for complimentary return shipping.
We understand that customers expect to receive the products they selected in the condition represented by their order.
If an issue occurs, please contact our support team and provide sufficient information for us to review the situation.
After assessing your request, our team will confirm the applicable return arrangements and explain how to proceed.
For approved quality-related returns, we will cover the applicable return shipping expenses in accordance with this policy and relevant consumer protection requirements.
Please do not independently purchase a return shipping label before receiving instructions from our team.
4.2 Returns Requested for Personal Reasons
If you wish to return an item for reasons unrelated to a product defect or an error attributable to us, you will be responsible for the applicable return shipping expenses.
Examples of personal or non-quality-related return reasons may include:
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Changing your mind after completing a purchase.
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Deciding that you no longer need the selected product.
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Preferring a different skincare product or collection.
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Choosing an item that does not match your personal preferences.
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Finding that the product is not suitable for your individual preferences.
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Other reasons unrelated to product quality or fulfillment errors.
For these requests, customers must arrange and pay for the applicable return shipment after receiving authorization and instructions from our customer service team.
4.3 Return Shipping Authorization
Regardless of the reason for requesting a return, customers must contact our support team before sending merchandise back.
Please do not independently arrange transportation, purchase a return shipping label, or send products to an unapproved destination without first confirming the applicable procedure.
Following the instructions provided by our team helps ensure that returned merchandise reaches the appropriate destination and can be reviewed properly.
5. Products Received Damaged, Defective, or Incorrect
We make reasonable efforts to coordinate the fulfillment of customer orders so that the products received correspond with the items purchased.
However, we understand that problems may occasionally occur during product preparation, packaging, or transportation.
If your skincare order contains an item that is damaged, defective, incorrect, incomplete, or materially different from its advertised description, please notify our customer service team.
Information Required for Product Issue Reports
To help us understand and assess the problem, please provide:
Order Information
Your order number and the email address associated with the purchase.
Product Details
The name or description of the affected skincare product.
Explanation of the Issue
A clear description of what happened and how the received item differs from your order or the relevant product description.
Supporting Evidence
Photographs or videos showing the product, packaging, and condition of the affected item, where appropriate.
Review and Available Solutions
After receiving your information, our team will review the circumstances and explain the available options.
Depending on the nature of the issue and applicable requirements, an appropriate resolution may include:
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Sending a replacement product.
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Arranging an authorized return.
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Issuing an applicable refund.
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Providing another suitable remedy.
For qualifying product quality issues attributable to us, applicable return shipping expenses will be covered according to Section 4 of this policy.
Please obtain return instructions before sending the affected merchandise back.
Product Issue Support Email:
We appreciate your cooperation in providing relevant information so that we can understand your concern and review the request more efficiently.
6. Return Inspection and Refund Eligibility
Refunds for returned purchases are handled after an authorized product has been received and the applicable review or inspection has been completed.
This process allows our team to confirm that the returned merchandise corresponds with the approved return request.
What Happens After a Return Is Received?
Once the returned package reaches the designated destination, the relevant information and merchandise may be reviewed.
The review may involve:
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Confirming the associated order information.
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Identifying the returned product.
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Reviewing the condition of the merchandise.
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Checking the return reason.
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Confirming that the return corresponds with the approved request.
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Determining the appropriate refund outcome.
If additional information is needed, our customer service team may contact you before reaching a final decision.
Refund Approval
After the review has been completed, we will notify you of the outcome of your request.
If the refund is approved, the applicable amount will generally be returned to the original payment method used for the purchase.
If a request requires additional clarification, the review may take longer while the relevant information is being assessed.
Our team aims to handle eligible refund requests in a reasonable and transparent manner.
7. Refund Processing Time and Payment Method
For approved returns, Vunorra generally initiates the refund within 5–10 business days after the returned product has been received and the return review has been completed.
Approved refunds are normally issued to the original payment method used when the order was placed.
Please understand that the date a refund is initiated may differ from the date the funds become available in your account.
The actual time required for the transaction to appear may depend on:
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Your bank's internal processing procedures.
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Your credit or debit card issuer.
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The payment service provider.
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The original payment method.
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Other applicable transaction processing requirements.
We recommend checking the original payment account associated with your purchase when reviewing a refund.
Refund Amount and Confirmation
Once a refund has been approved, the applicable amount will be processed according to the transaction details and relevant refund arrangements.
Our customer service team may provide additional information if there are questions about the refund status or processing procedure.
For assistance with an existing refund, please include your order number when contacting us.
Refund Assistance Email:
8. What to Do If Your Refund Has Not Arrived
If you have received confirmation that a refund has been initiated but the funds are not yet visible in your payment account, we recommend completing the following checks.
Step 1: Review Your Original Payment Account
Check the bank account, credit card, or payment account originally used for the purchase.
Sometimes, a refund may appear as a separate transaction or require additional time before becoming visible.
Step 2: Contact Your Card Issuer
If your purchase was paid for using a credit or debit card, contact the relevant card issuer.
Ask whether the refund transaction has been received and whether additional processing time is required.
Step 3: Check With Your Bank or Payment Provider
Your bank or payment service provider may be able to clarify the current transaction status.
Different financial institutions may have different procedures for posting returned funds.
Step 4: Contact Vunorra
If the refund remains outstanding after these checks, please contact our customer service team.
Refund Inquiry Email:
When contacting us, include:
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Your order number.
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The email address associated with your purchase.
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The date of the refund confirmation, if available.
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Any relevant refund reference or transaction information.
We will make reasonable efforts to review the available information and help clarify the status of your refund.
9. Approved Return Destinations and Shipping Instructions
All return shipments must be reviewed and authorized by our customer service team before merchandise is sent back.
Return Contact Email:
After reviewing and approving your request, we will provide the designated return destination and explain the applicable shipping arrangements.
Please do not send merchandise to our registered business address unless our team has expressly instructed you to use that location for your particular return.
Return Shipping Responsibilities
The applicable return shipping arrangement depends on the reason for the approved return.
Qualifying Product Quality Issues
For eligible returns involving qualifying product quality problems attributable to us, applicable return shipping costs will be covered by Vunorra.
Personal or Non-Quality-Related Returns
For approved returns requested for personal reasons, customers are responsible for the applicable return transportation expenses.
Keeping Return Shipment Records
Once an approved return has been arranged, we recommend retaining relevant shipping documentation.
This may include:
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Return shipping receipts.
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Carrier tracking numbers.
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Shipping confirmation records.
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Other documents associated with the return shipment.
Keeping these details can help clarify transportation progress and provide useful information if questions arise during the return process.
The 180-day return period and applicable eligibility requirements must also be observed.
10. Communication During the Return and Refund Process
We understand that customers may have questions at different stages of an after-sales request.
You may need clarification about return eligibility, shipping responsibilities, the progress of an inspection, or the expected timing of an approved refund.
Our customer service team is available to receive these inquiries.
To help us identify your request, please include your order number and the email address used during checkout.
Depending on the nature of your inquiry, our team may need to review:
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Your original purchase information.
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The product involved.
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The reason for requesting a return.
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Previous communication about the request.
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Available return shipping information.
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The status of any refund transaction.
Providing complete and accurate details helps reduce unnecessary communication and allows us to review your request more efficiently.
We aim to explain the relevant procedures clearly and provide reasonable assistance throughout the after-sales process.
11. Customer Support and Company Information
If you have questions about order cancellations, return applications, refund progress, or skincare product concerns, please contact us using the details below.
Brand Name:
Vunorra
Legal Company Name:
Shenzhen Ziyi Technology Co., Ltd.
Business Address:
Room A4403, Building 2, Zhuohong Xingchen, No. 6362 Longgang Avenue (Henggang Section), Bao'an Community, Yuanshan Subdistrict, Longgang District, Shenzhen, Guangdong, China.
Customer Support Email:
Customer Support Telephone:
+86 755 5550 1234
The Vunorra online store is owned and operated by Shenzhen Ziyi Technology Co., Ltd., which manages the website's business activities and coordinates customer support for purchases made through our online store.
When submitting an after-sales inquiry, please provide your order reference and a brief explanation of the matter.
Our team will review the relevant information and make reasonable efforts to explain the appropriate procedures and available assistance.
Our Commitment to Fair and Understandable After-Sales Support
At Vunorra, we believe that a positive shopping experience should include accessible assistance even after an order has been delivered.
Customers should be able to understand how to request a cancellation, what conditions apply to a return, who is responsible for return transportation expenses, and how approved refunds are processed.
We aim to provide clear information and handle eligible requests with appropriate attention to the circumstances of each purchase.
Whether you are contacting us about a change in your purchasing decision, an issue with a received skincare product, or the status of a refund, our team welcomes your inquiry.
All cancellation, return, and refund requests will be reviewed in accordance with this policy and applicable consumer protection requirements. Where mandatory legal rights provide additional protection, those requirements will take precedence.
Thank you for choosing Vunorra. We appreciate your trust in our store and the opportunity to assist you.
Vunorra is owned and operated by Shenzhen Ziyi Technology Co., Ltd.