Return & Refund Guarantee

Refund & Cancellation Policy

Because our products are custom-made based on each customer’s design, refund requests are handled according to the order stage.

Cancellation Before Artwork Approval

Before you approve the final artwork, you may cancel your order and receive a 100% refund.

Before production, we will send you a digital mockup for approval. Please carefully check all details, including text, colors, size, quantity, plating, accessories, packaging, and shipping information before approving the artwork.

Cancellation After Artwork Approval

Once you approve the final artwork, it means you agree for us to prepare or start production based on that design.

Because custom products are made specifically for your order, once the final artwork is approved, the order cannot be cancelled and is not eligible for a 100% refund.

If the order has already entered production and you still request cancellation, we will review the actual production progress. Costs that have already been incurred, such as design, mold, materials, labor, and production arrangements, cannot be refunded. If any refundable amount remains, we will arrange a partial refund.

Product Quality Issues

If your products arrive with clear quality issues, please contact us as soon as possible after receiving the order and provide your order details, photos, or videos.

After we confirm the issue, we may offer one of the following solutions depending on the situation:

  • Remake the affected products free of charge;
  • Resend the affected quantity;
  • Provide a partial refund for the affected products.

Please note that slight color, size, or handmade production differences may occur with custom products and are usually not considered quality defects.

Shipping Delays or Delivery Issues

If there is a shipping delay, transit issue, or delivery problem, we will help contact the shipping carrier and assist with the investigation.

If the delay is caused by FedEx, DHL, UPS, or another third-party carrier, we will provide a reasonable solution based on the carrier’s investigation result and compensation policy.

Refunds are usually not available for delays caused by:

  • Incorrect shipping address, contact information, or customs clearance information provided by the customer;
  • A shipping address change after the order has been shipped;
  • Delayed artwork approval by the customer;
  • Customs clearance, local delivery issues, holidays, weather, force majeure, or other situations beyond our control.

Frequently Asked Questions

How do I request a refund?
Please contact your sales representative or our customer service. We will verify your order and arrange the refund.

How long will it take to get my refund?
After receiving the returned items or confirming defective products, refunds are usually processed within 1–8 business days.

What if I encounter issues with my refund?
If you experience problems or your sales representative does not respond, please email support@veperpins.com for assistance.

Return Process

  1. Start a conversation in your order details page, or email us directly at support@veperpins.com. Please include your order number in the subject line.
  2. Our customer service team will guide you through the return process and instructions.
  3. Once confirmed, return the item to the address provided by our customer service.

Business & Contact Information

Trading name: VeperPins
Registered address: Room 601, Building 399, Binhai Xincun, Longhua District, Haikou, Hainan 570105, China
Email: support@veperpins.com
Phone / WhatsApp: +86 172 6142 2149