Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in its original condition - unworn, unused, and with the original tags still attached. Items that are used, damaged, washed or in any way altered, may be rejected. Please fill in and include the return form sent to you, without a name and order number we cannot tell who the shipment is from.
RETURN STEPS
To start a return, log into your account, select the items you'd like to return, and follow the instructions provided.
As soon as your return is accepted you will receive a return form. Print this form and fill it in. Without a form we cannot tell who the shipment is from. If you're not able print the form make sure to add a note with your name, order number and reason for return.
Place the item(s) and the completed return form in the original shipping package and close the package securely.
Address the package to:
VORANA VOI
Duinweg 13A
2202 RB Noordwijk
The Netherlands
Bring your package to your nearest DHL delivery point within 3 working days of receiving the return form.
* Don't forget to remove or cover the old shipping label.
The customer is responsible for the items until they are received by Vorana Voi. Always retain the carrier's return label.
You can always contact us for any return questions at info@voranavoi.com.
COSTS
Return costs are for one's own account.
DAMAGES AND ISSUES
We are committed to ensuring that every order meets our strict quality standards. If you receive a damaged or faulty item, please contact us at info@voranavoi.com within 48 hours of receiving your order. We ask you to include clear photos of the issue for assessment. Once approved, we’ll gladly arrange a free return for either a reimbursement or a replacement, depending on availability.
EXCHANGES
We currently do not offer direct exchanges on items. If you'd like to exchange an item, please follow our returns process. After returning your item, you can place a new order for the desired item at any time.
REFUNDS
Once we've received and inspected your return, your refund will be processed within 1-5 business days and issued to your original payment method. We make full refund of the products, but customers will not be refunded for initial shipping costs paid.
Additionally, it may take up to 10 business days for your bank or credit card provider to post the refund to your account.
If more than 15 business days have passed since we’ve approved your return and you haven't received your refund, please contact us at info@voranavoi.com.