Refund and Returns Policy

At **Vleeqa**, we are committed to ensuring a positive shopping experience for all our customers. As an e-commerce marketplace, we facilitate transactions between buyers and independent sellers (brands and businesses). This Refund and Returns Policy outlines the process and conditions for returns and refunds for products purchased through vleeqa.com. By making a purchase on our platform, you agree to this policy.

Please remember that **when you purchase a product on Vleeqa, your contract of sale is directly with the respective Seller**, not Vleeqa. Vleeqa’s role is to provide the platform and facilitate communication, but the responsibility for product quality, shipping, and direct handling of returns/refunds lies with the Seller. However, Vleeqa will assist in mediating disputes if an issue cannot be resolved directly with the seller.

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1. General Return Conditions

1.1. Eligibility for Return

To be eligible for a return, your item must meet the following conditions:

• The return request must be initiated within **14 days** of the **delivery date**.
• The item must be unused, unwashed, unworn, and in the same condition that you received it.
• It must be in its original packaging, with all tags, labels, and accessories intact.
• Proof of purchase (order number, invoice) is required.
• Certain products (e.g., personalized items, intimate apparel, perishable goods, digital products) may be exempt from returns due to hygiene or nature of the product, as specified by the Seller in their individual product listings. Please check the product description carefully before purchasing.

1.2. Reasons for Return

Returns are generally accepted for the following reasons:

• **Damaged or Defective Item:** The item arrived damaged or is clearly defective.
• **Incorrect Item:** You received an item different from what you ordered (e.g., wrong size, color, model).
• **Item Not as Described:** The item significantly differs from its description or images on the product page.
• **Change of Mind (Applicable if Seller Policy Allows):** Some sellers may offer returns for change of mind. This will be explicitly stated in the Seller’s individual return policy on their store page. If not stated, change of mind returns are not guaranteed.

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2. Return Process

2.1. Initiate a Return Request

To initiate a return, you must first contact the Seller directly through your Vleeqa account or using the contact information provided on the Seller’s store page. Provide your order number, the reason for the return, and clear photos or videos of the item if it is damaged, defective, or incorrect.

2.2. Seller Review and Approval

The Seller will review your request and respond within a reasonable timeframe (typically 2-3 business days). The Seller has the right to approve or deny the return based on the conditions outlined in this policy and their own specific return terms for the product.

2.3. Return Shipping

• **Seller Error (Damaged, Defective, Incorrect):** If the return is due to a Seller error (e.g., damaged, defective, or incorrect item), the Seller is typically responsible for the return shipping costs. They may provide a return shipping label or reimburse you for the shipping.
• **Buyer’s Responsibility (Change of Mind):** If the return is due to a change of mind (and permitted by the Seller), the Buyer is generally responsible for the return shipping costs.

Ensure the item is securely packed to prevent damage during transit. It is recommended to use a trackable shipping service.

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3. Refunds

3.1. Refund Processing

Once the Seller receives the returned item and inspects it, they will notify you of the approval or rejection of your refund. If approved, the refund will be processed by the Seller through Vleeqa’s payment system. Refunds are typically issued to the original method of payment.

Please allow **5-10 business days** for the refund to appear in your account, depending on your bank or payment provider.

3.2. Partial Refunds

Partial refunds may be granted in certain situations:

• Items not in their original condition, damaged, or missing parts for reasons not due to Seller error.
• Items returned after the specified return period.

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4. Exchanges

Exchanges are at the sole discretion of the individual Seller. If you wish to exchange an item (e.g., for a different size or color), please contact the Seller directly to inquire about their exchange policy and availability. If an exchange is not possible, you may need to process a return and place a new order.

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5. Role of Vleeqa in Disputes

While Vleeqa is a marketplace and not the direct seller, we are committed to facilitating fair resolutions. If you encounter an issue with a return or refund that you cannot resolve directly with the Seller, please contact Vleeqa Support with all relevant details (order number, communication with Seller, evidence of issue). Vleeqa will review the case and mediate to help reach a satisfactory outcome for both parties, adhering to our policies and striving for fairness.

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6. Changes to This Policy

Vleeqa reserves the right to modify this Refund and Returns Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date. We encourage you to review this policy periodically to stay informed.

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7. Contact Us