Return policy

Last updated: 23.01.2026

This Return & Refund Policy applies to purchases made from vploq (“we”, “us”, “our”) and forms part of our Terms & Conditions.

1. General policy overview

We want you to be satisfied with your purchase. This policy explains when you may cancel, return, or receive a refund for products purchased from our website.

Nothing in this policy limits or excludes any mandatory consumer rights you may have under applicable laws in your country of residence.

2. Pre-order refunds

2.1 Cancellation before shipment

For pre-order items:

  • You may cancel your pre-order at any time before it ships.
  • Upon cancellation, you will receive a full refund to the original payment method.

Refund processing times depend on your payment provider or bank.

2.2 Delayed pre-orders

If a pre-order is significantly delayed beyond the latest estimated shipping timeframe communicated to you, you may contact us to:

  • Request an updated delivery estimate; or
  • Cancel the order for a refund, in accordance with applicable consumer laws.

3. Returns after delivery

3.1 Standard return window

You may request a return within 14 days of receiving your order, provided that:

  • The product is unused, uninstalled, and in original condition;
  • All original packaging, accessories, and documentation are included.

This applies unless a longer return period is required by mandatory consumer law in your country.

3.2 EU / UK / EEA cooling-off rights

If you are located in the European Union, United Kingdom, or European Economic Area, you have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason.

To exercise this right:

  • You must notify us within 14 days of delivery;
  • You must return the goods within 14 days of notifying us.

Refunds will be issued within 14 days of receiving the returned goods or proof of return, whichever occurs first, to the original payment method.

3.3 Return shipping costs

Unless the product is defective or incorrectly supplied:

  • You are responsible for return shipping costs, unless otherwise required by law.
  • We recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit.

4. Non-returnable items

Returns may not be accepted for:

  • Products showing signs of use, wear, or damage caused after delivery;
  • Items returned without original packaging or essential components;
  • Any items clearly marked as non-returnable at the time of purchase.

5. Faulty, damaged, or incorrect items

5.1 Faulty or defective products

If your product is faulty or develops a manufacturing defect:

  • Contact us within a reasonable time after discovering the issue;
  • Provide a description and supporting evidence (e.g., photos or videos).

Depending on the circumstances and applicable law, we will offer:

  • Repair;
  • Replacement; or
  • Refund.

5.2 Damaged in transit

If your order arrives damaged:

  • Notify us within [X] days of delivery;
  • Provide clear photos of the packaging and the damaged item.

This helps us file a claim with the carrier.

5.3 Incorrect items

If you receive an incorrect product:

  • Contact us as soon as possible;
  • We will arrange a replacement or refund at no additional cost to you.

6. Refund processing

Once your return is received and inspected (if applicable):

  • Approved refunds will be issued to the original payment method;
  • Refunds are typically processed within [X] business days of approval.

Please note:

  • Original shipping fees are non-refundable, except where required by law;
  • Banks and payment providers may take additional time to credit your account.

7. Partial refunds

We reserve the right to issue partial refunds where:

  • Items are returned used, damaged, or incomplete;
  • Damage results from improper handling after delivery;
  • Packaging or accessories are missing.

This does not affect your statutory rights.

8. Refused or unclaimed shipments

If a shipment is refused or returned due to:

  • Unpaid import duties or taxes;
  • Failure to collect the package;

we may deduct return shipping fees, customs charges, and carrier costs from any refund, where permitted by law.

9. How to request a return or refund

To request a return or refund, contact us at:

📧 hello@vploq.com

Please include:

  • Your order number;
  • The reason for your request;
  • Photos or videos, where applicable.

Do not return items without prior authorization, as this may delay or prevent processing.

10. Exchanges

We do not currently offer direct exchanges.

If you would like a different item, please return the original item (if eligible) and place a new order.

11. Consumer rights notice

This policy does not affect any non-waivable consumer rights you may have under the laws of your country of residence.

12. Contact

For questions about returns or refunds, contact us at: hello@vploq.com