Help & policies
Returns & Refunds - 7-Day Policy & Process
Last updated
Return window
Our current 7-day return route covers products that arrive damaged, defective, leaked or incorrect. Send the request within 7 days of delivery so we can check the order and offer the appropriate replacement or refund route.
Conditions
- The item should be unused and in its original packaging.
- For damaged or wrong items, share an unboxing photo/video so we can resolve it faster.
- For hygiene and safety reasons, opened or used skincare cannot be returned unless it was defective.
Cancellation window and process
Cancellation requests are handled manually. Send yours after payment confirmation and before the parcel is handed to the courier. Because packing may begin soon after an order is placed, we cannot promise to stop an order once packing has started.
Email veetree.life@gmail.com or message us on WhatsApp immediately with the order number and the phone number used at checkout. A request is confirmed only when we reply in writing. After courier handoff, the order cannot be cancelled; use the return process below if the delivered item is eligible.
How to raise a return
- Email veetree.life@gmail.com with your order number, delivery date and reason.
- Attach photos if the item is damaged or incorrect.
- Wait for our written instructions before sending the item back.
Return shipping and replacements
If the request is eligible, we will tell you whether we can arrange pickup or need another return method, and who is responsible for the shipping cost. Please do not send an item on your own before we confirm the return address and method.
A replacement depends on our review and available stock. If a replacement is approved, we will share dispatch details when it is ready. If the item is unavailable, we will explain the refund option instead.
Refund timeline
- Online payments: an approved refund is initiated to the original payment method after the returned item is received and checked. Your bank or payment provider may take 5–7 business days after initiation to show the credit.
Shipping charges (if any) are non-refundable except where the return is due to our error.