Refund policy

Return & Refund Policy

Last Updated: October 27, 2026

Welcome to VSONOV (https://vsonov.com/).

At VSONOV, we want every customer to enjoy a clear and convenient shopping experience. We understand that sometimes an item may not be the right fit, size, or style.

This Return & Refund Policy explains the conditions and procedures for requesting returns, exchanges, and refunds.

1. 30-Day Return Policy

We offer a 30-day return period for eligible items, starting from the date you receive your order.

To qualify for a standard return, items must generally meet the following conditions:

Unworn, unused, and unwashed.
In their original condition.
Free from stains, perfume, makeup marks, or customer-caused damage.
With original tags and labels attached, where supplied.
Returned with original packaging where reasonably possible.
Accompanied by proof of purchase or an order number.

Please contact our customer service team before returning any item.

These conditions apply to voluntary returns and do not limit your statutory rights concerning faulty, misdescribed, or non-conforming goods.

2. How to Request a Return

To initiate a return, please contact us at:

Email: [email protected]

Please include:

Your order number
The name of the item you wish to return
The reason for your return
Relevant photographs, if applicable

Our customer service team will review your request and provide return instructions.

Please do not send items to our registered business address without prior confirmation. The designated return address will be provided by customer service.

Unauthorised returns may experience processing delays.

3. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible, preferably within 7 days of delivery.

To help us review the issue, please provide:

Your order number
A description of the problem
Photographs of the affected item
Photographs of the packaging and shipping label, where relevant

After reviewing the issue, we will provide an appropriate resolution in accordance with applicable consumer protection laws.

Depending on the circumstances, this may include:

Replacement of the affected item
Refund of the applicable amount
Another remedy required by law

The suggested 7-day reporting period does not remove or restrict any mandatory consumer rights.

4. Size and Fit Issues

We understand that finding the right size is especially important when shopping for women's clothing online.

We recommend reviewing the product measurements and size chart before placing an order.

If an item does not fit as expected, you may request a return within our 30-day return period, provided it meets the applicable return conditions.

For eligible size-related returns:

Items must remain unworn, unwashed, and in their original condition.
Original tags should remain attached.
Customers may be responsible for return shipping costs for voluntary size exchanges or returns.

If we supplied the wrong size or the product does not match its description, we will assess the issue under our policy for incorrect or non-conforming goods.

5. Exchanges

If you would like to exchange an item for a different size or style, please contact our customer service team.

Exchanges are subject to:

Product availability
The condition of the returned item
Applicable return eligibility
Any price difference between the items

If a direct exchange is unavailable, we may offer an eligible return and refund so that you can place a new order.

Any additional shipping costs for voluntary exchanges will be communicated before proceeding.

6. Change-of-Mind Returns

We accept eligible change-of-mind returns within 30 days of delivery.

Examples include:

Ordering the wrong size
Preferring a different colour
Changing your mind about a style
No longer wanting an item

Items must meet the standard return conditions described in Section 1.

For voluntary change-of-mind returns, customers may be responsible for return shipping costs.

Any applicable statutory cancellation or withdrawal rights remain unaffected.

7. Non-Returnable Items

Certain items may be excluded from voluntary returns where clearly disclosed before purchase and permitted by applicable law.

Depending on the product and circumstances, these may include:

Worn, washed, or customer-damaged clothing
Items without required original tags
Personalised or custom-made products
Certain hygiene-sensitive products where applicable legal conditions are met
Items specifically identified as non-returnable, where legally permitted

Sale or discounted items are not automatically excluded from returns. Any restrictions must comply with applicable consumer protection laws.

Nothing in this section limits statutory rights relating to faulty or non-conforming products.

8. Return Shipping Costs

Return shipping responsibilities depend on the reason for the return.

For voluntary returns:

Customers may be responsible for return shipping costs, unless otherwise required by applicable law or agreed by our customer service team.

For damaged, defective, or incorrect items:

We will arrange or cover reasonable return shipping costs where required by applicable law.

We recommend using a trackable shipping service when returning items.

Please retain your shipping receipt and tracking information until the return has been completed.

9. Refund Processing

Once an eligible return has been received and inspected, we will notify you of the refund status.

Approved refunds will generally be issued to the original payment method.

After a refund is processed, it may take approximately 5–10 business days for the funds to appear in your account, depending on your bank or payment provider.

Refunds required by law will be processed within the applicable statutory deadlines.

The refund amount and treatment of original shipping charges will depend on the reason for the return, the applicable policy terms, and consumer protection laws.

10. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at [email protected].

We will make reasonable efforts to accommodate cancellation requests before an order has been dispatched.

If an order has already been shipped, cancellation or return options will depend on the order status, this policy, and applicable legal rights.

Where a cancellation is accepted, the applicable refund will be processed using the original payment method.

11. Missing Refunds

If you have not received your refund after the expected processing period:

Check your bank or payment account.
Contact your card issuer or payment provider, as processing times may vary.
Contact us at [email protected] with your order number and refund details.

Our customer service team will assist you in reviewing the refund status.

12. International Returns

VSONOV may serve customers in multiple countries and regions.

International return arrangements may vary depending on the destination, shipping provider, and applicable legal requirements.

Before sending an international return, please contact customer service for the appropriate return address and instructions.

Customers should not assume that the registered company address is the designated return facility.

Any applicable customs documentation, shipping costs, or other return requirements will be communicated where relevant.

13. Consumer Rights

This policy is intended to operate alongside applicable consumer protection laws.

Depending on your location, you may have additional rights relating to:

Faulty or defective products
Goods that do not match their descriptions
Products that are not fit for their intended purpose
Distance-selling cancellation or withdrawal rights
Refunds, repairs, replacements, or other remedies

For example, eligible consumers in the European Union and United Kingdom may have statutory withdrawal rights for certain online purchases, subject to applicable exceptions.

Nothing in this policy excludes, restricts, or modifies consumer rights that cannot legally be excluded.

14. Contact Us

For questions about returns, exchanges, cancellations, or refunds, please contact us.

Store Name: VSONOV

Website: https://vsonov.com/

Legal Business Name: ANTOR INTERNATIONAL ECOMMERCE LIMITED

Registered Business Address:

Room 13, 7/F House of Corona
50 Hung To Road, Kwun Tong
Kowloon, Hong Kong

Customer Service Email: [email protected]

Please include your order number when contacting us about an existing purchase.

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