Return & Refund Policy

Effective Date: November 11, 2026

Last Updated: November 11, 2026

1. Returns and Your Legal Rights

Vosneli handles eligible voluntary returns and concerns about goods that are defective, damaged, incorrect or not delivered. This policy explains how to contact us and how repayments are arranged. It does not reduce rights that consumer legislation makes mandatory.

2. Voluntary Return Period

For eligible merchandise, a change-of-mind return may be requested within 30 calendar days after delivery. The period starts when you receive the goods rather than when you place the order. Separate legal remedies for an item that fails to meet contractual or statutory requirements may remain available beyond that period.

3. Asking for Return Instructions

Email service@vosneli.com with your order number, the affected item and the reason for your request. If something arrived damaged, appears defective or differs from your order, explain the problem and include photographs where reasonably helpful. We will review the request and explain the next steps. Do not send merchandise until an authorized return destination has been provided if physical return is required.

4. Condition of Voluntary Returns

For a voluntary change-of-mind return, the item should generally remain unused, in the condition received, and accompanied by its accessories, components and relevant documents. Please preserve the packaging when reasonably possible. Nothing here removes a lawful right to inspect goods or a remedy for faulty, damaged or inaccurately described products.

5. Items With Legal Exceptions

Some goods may be subject to exceptions to voluntary returns where the law permits them, such as products genuinely personalized for a customer or certain sealed hygiene-sensitive items after a relevant seal has been opened. Any relevant product-specific exclusion should be stated before purchase. Those exceptions do not cancel remedies legally due for defective, damaged or incorrect merchandise.

6. Return Shipping Responsibility

For an ordinary return requested because you changed your mind, you generally cover the return shipping cost unless we agree otherwise or law requires us to pay it. If the order was defective, damaged, incorrectly fulfilled or otherwise nonconforming, we will cover reasonable applicable return costs or arrange another lawful remedy. Contact support before paying to return an item with such a problem.

7. The Return Location

A physical return must be sent to the destination specifically identified in our return instructions. The company's registered address is not necessarily a return warehouse or receiving point. Do not send items there without express authorization for that return. Keep proof of shipment and a tracking reference until the case has been resolved.

8. Review and Available Remedies

Where returning goods is reasonably necessary, we may examine them after receipt. The outcome will be explained to you and may involve an approved refund, replacement, repair, exchange or another lawful remedy, depending on the circumstances. Any statutory requirement to provide a remedy earlier or without a physical return takes precedence.

9. Refund Timing and Payment Route

Once a refund is approved, we initiate the refund within 10 business days after approval to the original payment method, unless a shorter legal period or a different lawful method applies. The bank or payment service may require further time to post the funds. The date the transaction is initiated can differ from the date it appears in your account.

10. Restocking Fees

We charge no restocking fee for an approved return. If you must pay return postage for a voluntary change-of-mind request, that separate delivery cost is not a restocking charge.

11. Exchanges and Replacements

If you prefer an exchange or replacement, tell customer support which item or variation you require. An exchange depends on availability and the circumstances. If the preferred option cannot be supplied, we will discuss an eligible refund or another remedy, without removing mandatory consumer rights.

12. Canceling an Order Before Shipping

If you decide not to proceed with an order, email service@vosneli.com as early as possible. We will try to cancel it before dispatch, but we cannot guarantee that an order can be stopped after packing or carrier handover. Statutory cancellation and withdrawal rights continue to apply where relevant.

13. Consumer Protections and Contact

Rights relating to withdrawal, non-delivery, repair, replacement, price reduction and refunds cannot be excluded where the law makes them mandatory. If you need assistance understanding the options for your purchase, contact service@vosneli.com and include the order number.

Business and Contact Information

Operating Company: Wuhan Shuangxinchi Trading Co., Ltd.

Unified Social Credit Code (USCC): 91420114MAKDQ8332D

Company Address: Factory Building 6-1363, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province

Support Email: service@vosneli.com

Contact Phone: +86 13761948275

Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)