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RETURNS & REFUNDS
30 DAY MONEY BACK GUARANTEE
At Veden we are so confident about the quality of our products that we have taken the decision to offer an industry leading guarantee.
We know you’ll be happy with our products but we feel that this added assurance will make it even easier for customers to choose Veden.
We provide a 30 day money back guarantee on any unopened products.
WRONG ITEM RECEIVED
We apologize if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you.
To receive a refund or a replacement, you must return the item in the same condition you received it and within 30 days from the day on which you received the item.
ITEM NOT RECEIVED
We apologize if you have not received your item. This is not common and we want to resolve this as quickly as possible for you.
To receive a refund or a replacement, you must inform us that you have not received your item within 30 days from the day on which you received an email from us confirming that the item had been dispatched.
WHAT TO DO TO RETURN YOUR ITEM TO US
- Contact us through your account via our online message centre or call us on +1 (888) 628-6999
- You must inform our customer service team of your order number, the item you are returning and the reason for return. We will then provide you with a unique returns authorization number and will confirm the address you need to return the item to
- Please package the item securely and include inside the package your order number, name and address
- Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit
- If you request a replacement and the product is no longer available, we will process the refund back to the original credit/debit card/PayPal account used to purchase the item.
Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.
WHAT WE’LL DO NEXT
All products returned to us are checked by our Returns Department.
If you are entitled to a refund then we will refund the price of your item (including the cost of delivery).
Returns are usually processed within 7 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.
We will refund the original credit/debit card/PayPal account used to purchase the item.
COST OF RETURNING ITEMS
Please note that we can only refund the postage costs for returning an item where:
- we sent you the wrong item, or
- the item is damaged or faulty; or
- where you are returning a substitute or replacement item which you do not want to keep.
If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologize. We want to resolve the matter. Please contact our customer service representatives on +1 (888) 628-6999, at [email protected] or by post at Customer Service Department, Veden, #490 – 23 W Pender St, Vancouver, BC Canada, V6B 6E3.