Return & Refund Policy

At Vekego, we want you to feel confident with every purchase. That’s why all orders are backed by our 45-Day Guarantee. If something isn’t quite right, here’s how we handle returns and refunds:

1. Our 45-Day Guarantee

  • Change of mind / not as expected: Eligible if the item is unused, in its original condition, and includes all packaging and accessories.
  • Defective, damaged, wrong, or missing item: We’ll provide a replacement or refund at no extra cost.
    Tip: Please keep all original packaging until you’re sure you’re satisfied with your product.

2. Items Eligible for Return

Returnable:

  • Unused, undamaged products in original packaging.
  • Items received defective, damaged, or incomplete.
  • Wrong item or variant delivered.

Not returnable (unless defective):

  • Items showing signs of use, wear, or alteration.
  • Consumable parts (e.g., filters, cleaning pads) once opened.
  • Clearance or final sale items marked non-returnable.
  • Digital/downloadable products or gift cards.
  • Requests made more than 45 days after delivery.

3. Who Covers Return Shipping?

  • Our responsibility (defective, damaged, wrong item, missing parts): Vekego covers the return shipping.
  • Customer’s choice (change of mind, wrong size, incorrect address, refused package): Customer covers return shipping.
    No restocking fees apply.

4. How to Start a Return

To make sure your return is processed quickly and smoothly, please contact us before sending anything back.

  1. Email us at support@vekego.com with:
    • Your order number (#9188-xxxx)
    • The reason for return (change of mind / defective / damaged / wrong item / missing part)
    • Photos or a short video if there is a defect, damage, or missing part
  2. Return address
    5 E 19th Street, 5th Floor, New York, NY 10003, US (For proper handling, please do not return any item without contacting us first.)
  3. Prepare and ship
    • Repack the item securely with all original accessories and packaging.
    • Use a trackable shipping method and keep the shipping receipt.
  4. Refund or exchange
    • Once we receive and inspect the returned item, we’ll notify you by email.
    • Approved refunds will be issued to your original payment method within 5–10 business days. Exchanges will be shipped promptly if requested and available.

5. Refund Details

  • Method: Refunds are issued to the original payment method only.
  • Timing: Typically processed within 5–10 business days after inspection. Your bank/payment provider may take extra time to post the credit.
  • Partial refunds: If items are returned incomplete, damaged, or not in original condition, a partial refund may apply. Photos and details will be provided before processing.

6. Defective, Damaged, or Wrong Items

Please contact us within 7 days of delivery if your order is defective, damaged, or missing parts.
Send us:

  • Your order number
  • A short description of the issue
  • Photos or video of the product and packaging
    We’ll send a replacement, missing part, or refund at no extra cost.

7. Exchanges

  • If you need a different size, color, or style, contact us first.
  • We may arrange a direct exchange (if available) or guide you to return the item and place a new order.

8. Order Cancellations & Address Changes

  • Before shipment: Contact us as soon as possible. If the order hasn’t shipped, we can cancel or update the address.
  • After shipment: Orders cannot be canceled. If undeliverable, the package will be handled as a return under this policy.

9. Undeliverable or Refused Packages

If a package is returned to us due to an incorrect address, refusal, or being unclaimed:

  • We can reship (customer covers reshipping costs), or
  • We can refund the order amount minus outbound shipping fees (if applicable).

10. Bundles, Sets & Promotional Items

  • Bundles/sets: Must be returned in full with all included items. Partial returns may qualify only for partial refunds.
  • Promotional/free gifts: Must be returned with your order. Otherwise, their retail value may be deducted from the refund.

11. Return Addresses

The correct return address will be provided in your return approval email. (We use multiple warehouses, so addresses may differ from our registered office.)

12. Warranty (If Applicable)

Some products may include a limited warranty for manufacturing defects (see product page). Warranties do not cover normal wear-and-tear, misuse, or accidental damage.

13. Contact Us

We’re here to help. If you have questions about returns, refunds, or exchanges, contact us anytime:

Email: support@vekego.com

Address: 5 E 19th Street, 5th Floor, New York, NY 10003, US