At Vanessa File, customer satisfaction is our priority. If you are not satisfied with your purchase, please review our return policy below.
1. Returns Eligibility
We accept returns only if the item is damaged during transit, defective, or the wrong product was shipped. The request for a return must be made within 3 days of receiving the product. The product must be unused, in its original packaging, and in the same condition as received. All included accessories, manuals, and packaging must be intact. We do not accept returns for change of mind or incorrect orders placed by the customer.
2. How to Request a Return
If you meet the eligibility criteria, email us at [email protected] with the subject Provide a clear photo or video of the damaged, defective, or incorrect item. Include your full name, contact details, and delivery address for verification. Our team will review your request and respond within 2-5 business days with further instructions. If your return is approved, we will arrange a pickup or provide instructions for returning the item.
3. Refund Process
Refunds are only provided in the form of a replacement or store credit valid for future purchases. Cash refunds are not available under any circumstances. If a replacement is unavailable, we will issue store credit for the total purchase amount, excluding shipping fees. Store credit will be provided within 7-10 business days after return approval.
4. Non-Returnable Items
The following items are not eligible for return or exchange: products that have been used, opened, or damaged due to customer mishandling; custom or personalized items; office supplies such as paper, pens, and notebooks that have been opened or used; items missing original packaging, manuals, or accessories; orders refused at the time of delivery for reasons other than damage or defects. Vanessa File reserves the right to inspect and verify all returned items. If a return does not meet our policy criteria, we may deny the return request.
5. Cancellations
Orders can only be canceled before they are shipped. Once shipped, cancellations will not be accepted. To request a cancellation, email us at [email protected] as soon as possible with your order number.
6. Exchange Policy
Exchanges are only allowed if the received product is damaged, defective, or incorrect. If the requested item for exchange is unavailable, store credit will be issued instead.
For any further assistance, contact our support team at [email protected].