Refund policy
Exchange & Refund Guide
- Return of made to order products
VEVE DOLLS is a distributor and reseller of dolls and toys which connect customers and doll brands or artisan and place orders of 'made to order products' by customer requests, so cancellations, exchanges, or returns are usually impossible. But in case of cancellation/refund due to reasons attributable to us such as unable to place an order, we will refund you in full. In case of unavoidable cancellation/exchange is needed due to customer's situations, inventory handling cost (25% of order amount) and any charges incurred during the payment/cancellation should be paid by the customer, so please make an order carefully.
- Exchange/return due to product defects
If you find a defect, damage, omission, or mis-delivery of your order, please request us an exchange/return via Email within 7 days from the arrival of the product.
Exchanges and refunds are possible if the product is defective.
If the product is confirmed to be defective, it can be exchanged for the same product.
In general, it is necessary to check the product before returning it, so please contact us before returning the product, then we will guide you the return process or exchange or refund process. Please note that exchange and refund may not be acceptable if the product is returned unilaterally by ignoring VEVE TOYS's confirmation and return procedures.
- Exchange/return due to customer change of mind/order mistake
※ In case of cancellation of order due to customer’s change of mind or mistake, any charges incurred during the order payment or cancellation and refund process should be paid by the customer, and the refund amount may differ depending on the exchange rate.
If you request us a return within 10 days after the product has already been shipped, we will refund the amount excluding inventory handling cost (25% of order amount) and payment/cancellation fee. However, all products should be returned as new, unused products. All components of the product should be present without omission, and should be returned in a resaleable condition. If the value of the product has decreased due to use, deformation, damage, loss, etc., please note that exchange or refund is not possible. The product should be returned within 15 days of VEVE TOYS's approval of your return request. If it is returned after 15 days, VEVE TOYS has the right to refuse returns.