គោលការណ៍សងប្រាក់វិញ

Cancellation & Refund Policy

1) Definitions

  • “VD Store / We / Us”: VD Store.

  • “Customer / You”: Any person placing an order with VD Store.

  • “Order”: A request to purchase goods via online/offline channels.

  • “Working day”: Monday–Friday, excluding public holidays.

2) Order Cancellation (Before Shipping / Dispatch)

  1. You may request cancellation only before your order is shipped/dispatched.

  2. To cancel, you must contact VD Store via our official contact channels and provide:

    • Order number

    • Full name

    • Phone number

    • Reason for cancellation (optional)

  3. If the order is already shipped/dispatched, it cannot be cancelled and will follow Section 3 (Returns) if eligible.

Note: For urgent cancellations, contact us immediately—processing may take time during peak hours.

3) Returns & Refund Eligibility

You may request a return/refund if the item meets one of the following conditions:

Eligible cases

  • Wrong item delivered (different product/variant from your order)

  • Damaged item upon arrival

  • Missing item(s) in the parcel

  • Manufacturing defect (not caused by misuse)

  • Item expired (if applicable)

Not eligible cases

  • Change of mind (e.g., you don’t like the color, smell, size, or packaging)

  • Incorrect address/phone number provided by customer causing delivery failure or delay

  • Damage caused by customer misuse, improper storage, or accident

  • Opened/used products that are hygiene-sensitive (e.g., cosmetics, skincare, personal care) unless defective or wrong item delivered

  • Promotional/free gift items (non-refundable)

  • Items marked Final Sale / No Return / Clearance (if stated at purchase)

4) Return Request Timeframe

  1. You must report any issue within 24 hours of receiving the parcel (recommended for online delivery), or same day for in-store pickup.

  2. You must provide clear evidence, such as:

    • Unboxing video (recommended)

    • Photos of product, packaging, and shipping label

    • Description of the issue

If evidence is insufficient, VD Store may reject the claim.

5) Return Conditions

To be accepted, returned items must be:

  • In original packaging (where possible)

  • With all accessories, labels, and free items included (if any)

  • Not intentionally damaged

  • Not heavily used (except for defect verification)

VD Store may request the item be returned for inspection before final approval.

6) Refund Options

Depending on the situation, VD Store may offer one of the following:

  1. Replacement (same item)

  2. Exchange (same value, subject to stock availability)

  3. Store credit / voucher

  4. Refund to original payment method (if applicable and approved)

VD Store reserves the right to choose the most appropriate remedy based on the case.

7) Refund Processing Time

  • Once approved, refunds are processed within 3–10 working days (depending on bank/payment provider).

  • Transaction fees (if any) charged by banks/payment gateways may be non-refundable, unless required by law or caused by VD Store error.

8) Shipping/Delivery Fees

  • If the return/refund is due to VD Store’s mistake (wrong item, damaged, missing, defective), VD Store will cover return shipping (or another solution we confirm).

  • If return is requested for reasons not caused by VD Store, the customer is responsible for shipping/delivery fees (if VD Store agrees to accept the return).

9) Failed Delivery / Refused Parcel

If delivery fails due to:

  • unreachable phone number,

  • incorrect address provided,

  • repeated missed delivery attempts,

  • customer refusal to accept the parcel,

Then:

  • any shipping fee paid may be non-refundable, and

  • reshipping costs will be charged to the customer.

10) Fraud Prevention

VD Store may reject claims if we suspect:

  • tampering, swapping items, or false reporting,

  • missing evidence,

  • repeated abnormal refund behavior.

11) Contact for Cancellation & Refund Requests

Please contact VD Store through our official channels:

  • Facebook Page: V.D 125

  • Telegram/WhatsApp: 070566125

  • Email: dinvisal@gmail.com

  • Business hours: 8am-5pm

12) Policy Updates

VD Store may update this policy at any time. The version that applies is the one effective at the time you place your order, unless stated otherwise.