Returns and Exchanges

Thank you for choosing Vakkerlight Sales. We are committed to providing you with the best shopping experience. We understand that there may be times when you need to initiate a return. To safeguard your rights and streamline the return process, we have established the following return policy:

Return and Exchange Conditions
Product Condition: We only accept returns of unused, unopened, and unmodified products.

Timeframe: You can apply for a return within the specified return period after receiving the product.

Intact Original Packaging: Please ensure that the product’s original packaging is intact, including all accessories, labels, and manuals.

Return and Exchange Process
Contact Customer Service: Within 24 hours, please send an email to admin@vakkerlightus.com providing the order number, product name, and reason for return or exchange. Please indicate “Return Application” or “Exchange Application” in the email subject.

Application Approval: Upon receiving your return or exchange request, our customer service team will promptly review and approve it. Once approved, we will send you a template containing the return address and detailed process.

Complete the Return and Exchange Template: Download and fill out the provided return and exchange template to ensure all information is accurate. The template will include your basic information, order details, reasons for return or exchange, etc.

Return and Exchange Template:
Order Information:

Order Number: [Order Number]

Order Time: [Order Time]

Product for Exchange: [Product Name]

Quantity: [Quantity]

Order Amount: [Order Amount]

Reason for Return or Exchange:[Please provide a detailed description of your reasons for return or exchange, including any issues related to the product]

Contact Information:

Name: [Your Name]

Contact Phone: [Your Phone Number]

Mailing Address: [Your Mailing Address]

Mailing the Product: Send the completed return and exchange template along with the returned product to the provided return and exchange address. You are responsible for the shipping cost, so please retain the shipping receipt.

Exchange Processing: Upon receiving the product, we will inspect it to ensure it meets the exchange conditions. If conditions are met, we will initiate the exchange process promptly.

Exchange Time: Once we confirm eligibility for exchange, we will arrange for the shipment of the new product within 2-3 days. Please note that specific delivery times may be affected by logistics and regional factors.

Refund Processing: After inspecting the returned product and confirming eligibility, we will promptly initiate the refund process. Please note that bank processing times may affect the arrival time, usually completing within 5-10 days.

Refund Method: The refund will be processed using your original payment method, such as returning to your payment account.

Resolution for Not Receiving Refund Notification
If you have not received a refund notification within a reasonable time, please check your payment account and then contact our customer service team. We will resolve the issue promptly.

Handling Damaged Products
If you receive damaged items during transportation, please contact the delivery personnel immediately upon receipt and get in touch with our customer service team. We will provide an appropriate solution, which may include reshipment or a full refund.

Legal Basis
Our return policy complies with relevant H.K. regulations, especially the Sale of Goods Ordinance (Chapter 26, Laws of Hong Kong). According to this law, consumers have the right to return under certain conditions, including but not limited to:

Product quality issues

Product not matching the description or meeting expectations;

Within the statutory return period.

We are dedicated to protecting your legal rights and ensuring transparent and fair service throughout your shopping experience.

Please note that the following situations may affect your return rights:

Product damage due to abnormal use;

Exceeding the return period;

Product has been opened or used.

We will do our best to assist you in resolving issues and ensure your rights are properly protected.

Thank you for trusting Vakkerlight Sales. If you have any questions, please feel free to contact our customer service team. We are here to serve you wholeheartedly.