Refund policy

Last updated: 2026

This Refund & Return Policy applies to purchases made through Volente Store, operated by Volente Commerce Limited.

By placing an order on this website, you agree to the terms outlined below.

  1. Return Eligibility

Customers may request a return within 14 days of receiving their order.

To be eligible for a return:

• The item must be unused, unopened, and in the same condition as received.
• The item must be returned in its original packaging.
• Proof of purchase must be provided.

Items that are used, opened, damaged after delivery, or missing packaging are not eligible for a refund.

For hygiene and safety reasons, certain beauty, personal care, and cosmetic products cannot be returned once opened.

  1. Return Authorization Required

All returns require prior authorization.

To request a return, please contact:

volentecommercelimited@gmail.com

Your request must include:

• Order number
• Reason for return
• Photo or video evidence (if applicable)

Returns sent without prior authorization will not be accepted.

Return instructions and the correct return address will be provided after approval.

  1. Return Shipping

• Customers are responsible for return shipping costs unless the item is confirmed defective or incorrect.
• Original shipping fees are non-refundable.
• Returns must be sent using a trackable shipping method.

We are not responsible for returns lost in transit without tracking.

  1. Damaged, Defective, or Incorrect Items

Customers must report damaged, defective, or incorrect items within 48 hours of delivery.

• Photo or video evidence is required.
• Claims submitted after this timeframe may not be accepted.

If the issue is verified, we will provide:

• A replacement; or
• A refund (if a replacement is not available).

  1. Shipping & Delivery

Orders are processed within 1–2 business days.

Estimated delivery times:

• Europe: 7-10 business days
• International: 7–10 business days

These delivery times are estimates and may vary due to logistics providers, customs procedures, weather conditions, local postal services, or other external factors beyond our control.

Delays caused by external factors do not automatically qualify for refunds.

  1. Non-Delivery

If an order has not been received within 30 days after dispatch, customers must contact us.

We will:

• Initiate an investigation with the shipping carrier.
• Provide an appropriate resolution if the shipment is confirmed lost.

Claims submitted before this period may not yet be eligible for resolution.

  1. Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping details.

Orders that fail delivery due to incorrect or incomplete address information:

• Are not eligible for a refund.
• May require additional shipping fees for reshipment.

  1. Refused Deliveries

If a customer refuses delivery of an order:

• The order may not be eligible for a refund.
• Any return or handling fees may be deducted.
• Shipping fees are non-refundable.

  1. Proof of Delivery

All orders are shipped to the address provided at checkout.

If tracking confirms successful delivery:

• The order is considered fulfilled.
• Claims of non-receipt after confirmed delivery may not be eligible for a refund.

Customers are advised to contact the shipping carrier for further assistance.

  1. Refund Processing

Returned items will be inspected upon receipt.

If approved:

• Refunds are issued to the original payment method only.
• Processing time: 5–10 business days.

Additional delays may occur depending on your bank or payment provider.

  1. Non-Refundable Situations

Refunds will not be granted for:

• Used, opened, or damaged items after delivery.
• Requests made outside the return period.
• Unauthorized returns.
• Missing original packaging.
• Lost returns without tracking.
• Refused deliveries.
• Incorrect shipping details provided by the customer.

  1. Order Cancellations

Orders may be cancelled within a short period after purchase, before processing begins.

Orders are typically processed within 12 hours.

Once an order has been processed or shipped, it cannot be cancelled.

  1. Chargebacks & Disputes

Customers agree to contact us before initiating a chargeback or dispute.

We are committed to resolving issues quickly and fairly.

Unjustified disputes may be challenged using:

• Delivery confirmation
• Tracking information
• Order records
• Customer communication history

  1. Customer Responsibility

By placing an order, the customer confirms that:

• All information provided is accurate and complete.
• They understand delivery timelines and conditions.
• They agree to this policy in full.

Failure to comply with these terms may result in the order not being eligible for a refund.

  1. Fraud & Abuse

We reserve the right to refuse returns, refunds, or service in cases of:

• Suspected fraud
• Abuse of this policy
• Excessive disputes or claims

  1. Governing Law

This Policy shall be governed and construed in accordance with the laws of Hong Kong Special Administrative Region (Hong Kong SAR).

Any disputes arising out of or relating to this Policy, purchases made through Volente Store, or the use of this website shall be subject to the non-exclusive jurisdiction of the courts of Hong Kong SAR.

  1. Contact Information

Volente Store

Operated by Volente Commerce Limited

Hong Kong

Email: volentecommercelimited@gmail.com

For all questions regarding returns, refunds, shipping issues, or order support, customers may contact us using the email address above.