When to request a return

Contact us to request an eligible return within 30 calendar days after delivery. This is the request window; contact support within that time to begin. It does not reduce mandatory rights for defective or materially misdescribed goods.

Condition and included pieces

For a change-of-mind or other preference-based return, the item must be unused and in original condition with its original packaging, accessories and all included pieces. Supply an order number or other proof of purchase.

These ordinary return conditions do not prevent a claim for an item that arrived damaged, defective, incorrect or incomplete. A discounted price alone does not remove return eligibility. Any restriction for a customized or specifically non-returnable product must be clearly disclosed before purchase.

Start with customer care

Email service@vorlenu.com with the order number, the item concerned and the reason for the request. Photos or a short video can help explain a product problem. We review the request and provide the appropriate next steps.

Do not post a parcel to the registered business address below without instructions. After approval, we provide the correct return destination and packing or shipping instructions. If the destination or likely cost is important to your decision, ask us before ordering.

Who pays shipping

For a preference-based return, you pay the return postage. The original outbound shipping charge is not normally refunded for that type of return unless applicable law requires otherwise. We do not charge a restocking fee.

If goods arrive damaged, defective, incorrect, incomplete or materially different from their description, we provide an appropriate refund, replacement or return solution at no additional cost, including return postage when needed. Where our error leads to an approved refund of the entire order, the relevant original shipping charges are refunded as well.

Packing and receipt

Follow the approved instructions and pack the item securely. Retain postage evidence and tracking information where available. If a return parcel encounters a problem, contact customer care so that the circumstances can be reviewed.

We inspect a returned item against the conditions relevant to that return and notify you of the outcome. If an eligibility issue arises, we explain it rather than treating every return as automatically approved.

Refund timing and method

Approved return refunds are issued to the original payment method within 5–10 business days after receipt and inspection. If an approved remedy does not require sending the item back, the refund is issued within 5–10 business days of approval.

Your provider may take additional time to show the credit. Contact us with the order reference if the processing window and your provider’s normal posting period have passed.

Exchanges

Ask us whether a suitable exchange is available. Availability depends on the stock at the time of review. If a direct exchange is unavailable, we can explain return and reorder options. You do not have to accept store credit in place of an approved refund.

Cancellation and changes

Send a cancellation or address-change request as soon as possible. We try to help before fulfillment, but a request cannot be guaranteed once fulfillment or shipment preparation has begun. No cancellation fee applies when we successfully cancel before fulfillment. Any collected payment is returned to the original method within 5–10 business days.

For a parcel that has already shipped, the applicable return conditions govern. Any additional postage required solely because of an address error supplied by the customer is explained and agreed before reshipping; we do not charge you to correct our own delivery error.

Your rights and a second look

These conditions do not exclude consumer protections that cannot lawfully be waived. If you believe a return or remedy decision is incorrect, contact us with the order details and the reason you would like the decision reviewed.