Refund policy

We have a 14-day return policy, which means you have 14 working days after receiving your item to request a return.

To be eligible for a return, your item must remain in good condition, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. If returned goods are considered to be in a saleable condition  your return will be refunded within 30 days. Cancelled orders will also be refunded within 30 days, however if the goods have already been shipped upon cancellation, the customer will be liable for all delivery charges. 

To start a return, you can contact us at support@ve-refinery.ch  If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@ve-refinery.ch.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and look to rectify. We are unable to offer refunds or replacements unless we are informed within 14 days of receipt of delivery. For questions please email us at support@ve-refinery.ch 

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.