Refund policy
REFUND, RETURN & CANCELLATION POLICY
Last Updated: June 2026
At VESU, every product is individually manufactured according to the customer's selected specifications and customization preferences.
Because each order is produced specifically for the customer, special cancellation, return, and refund conditions apply.
Please read this policy carefully before placing an order.
1. CUSTOM-MADE PRODUCTS
All VESU products are made-to-order and customized based on customer-selected specifications.
Customizations may include, but are not limited to:
• Material selection
• Body type
• Skin tone
• Hair color
• Eye color
• Makeup style
• Optional features
• Additional custom requests
Because these products are manufactured specifically for each customer, they cannot be resold as new inventory.
2. CUSTOMER ELIGIBILITY
By placing an order, the customer confirms that:
• They are at least 18 years of age (or the legal age required in their jurisdiction).
• They are legally permitted to purchase, possess, and import the products ordered.
• The ordered products comply with all applicable local laws and regulations in their country or region.
VESU reserves the right to cancel or refuse any order that may violate applicable laws or regulations.
3. ORDER CONFIRMATION
Before production begins, customers will receive an order summary containing the selected specifications.
Production will begin only after customer confirmation.
By confirming the order details, the customer acknowledges and agrees that:
• The product is being manufactured according to their selected configuration.
• All customization selections have been reviewed and approved.
• The customer accepts responsibility for the selected specifications.
4. CUSTOMER ACCEPTANCE OF CUSTOM SPECIFICATIONS
The customer acknowledges that all dimensions, colors, materials, optional features, and customization selections are reviewed and approved before production begins.
Reasonable variations resulting from:
• Manufacturing processes
• Material characteristics
• Lighting conditions
• Photography
• Screen display differences
shall not be considered defects.
Minor differences that do not materially affect functionality or overall appearance shall not constitute grounds for return, refund, or chargeback.
5. ORDER CANCELLATION
Within 24 Hours
Orders may be cancelled within 24 hours of payment for a full refund.
After Production Begins
Once production has commenced, the order becomes a custom-manufacturing order.
Materials, labor, customization work, and manufacturing resources have been allocated specifically for the customer.
Therefore:
• Cancellation requests may be denied.
• Full refunds are no longer available.
• Any approved refund may be subject to deductions for production costs already incurred.
Customized products are not eligible for full refunds after production has begun, except where required by applicable law.
6. INSPECTION APPROVAL PROCESS
Before shipment, VESU will provide inspection photos and/or videos showing the completed product.
Customers are encouraged to carefully review all inspection materials.
Shipment will only proceed after customer approval.
By approving the inspection materials and authorizing shipment, the customer confirms that:
• The product matches the approved specifications.
• The customization requirements have been completed.
• The customer accepts the completed product.
• The customer authorizes shipment.
Inspection approval records may be retained as evidence of customer acceptance.
7. RETURNS
Due to the personalized nature of custom-made products, returns are generally not accepted after shipment.
Returns are not available for:
• Change of mind
• Personal preference
• Subjective appearance expectations
• Dissatisfaction with selected customization choices
• Incorrect selections made by the customer
• Minor color, texture, or appearance variations
• Normal material characteristics
• Normal wear and tear
• Products approved through the inspection process
• Customs issues in the destination country
• Import restrictions imposed by local authorities
8. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
If a product arrives with:
• Significant shipping damage
• Major manufacturing defects
• Specifications materially different from the approved order
The customer must contact VESU within 48 hours of delivery.
Supporting evidence may be required, including:
• Photos
• Videos
• Packaging photos
• Shipping labels
Failure to report issues within 48 hours may affect our ability to investigate and resolve the claim.
After review, VESU may provide one or more of the following remedies at its sole discretion:
• Replacement parts
• Repair assistance
• Replacement product
• Store credit
• Partial refund
• Refund where appropriate
Each claim will be reviewed individually.
9. SHIPPING & DELIVERY
Customers are responsible for ensuring that the shipping address provided is accurate and complete.
VESU is not responsible for delays caused by:
• Customs clearance
• Carrier delays
• Weather conditions
• Transportation disruptions
• Local delivery issues
• Incorrect shipping information provided by the customer
Shipping fees, customs duties, taxes, brokerage fees, and import-related charges are non-refundable.
10. PAYMENT DISPUTES
If any issue arises, customers agree to contact VESU directly before initiating a chargeback, payment dispute, or claim with a financial institution.
VESU maintains detailed records including:
• Order confirmations
• Customer approvals
• Custom specification confirmations
• Inspection approval records
• Shipping records
• Tracking information
• Delivery confirmations
These records may be provided to payment processors, banks, financial institutions, dispute-resolution providers, and regulatory authorities as evidence of order fulfillment and customer acceptance.
11. LIMITATION OF LIABILITY
To the maximum extent permitted by applicable law, VESU's total liability shall not exceed the amount paid by the customer for the product in question.
VESU shall not be liable for any indirect, incidental, consequential, special, punitive, or economic damages, including but not limited to:
• Loss of profits
• Loss of business opportunities
• Emotional distress
• Personal dissatisfaction
• Delays beyond VESU's reasonable control
12. CUSTOMER SUPPORT
Customer satisfaction is important to us.
If you experience any issue with your order, please contact our support team and we will work with you to find a fair and reasonable solution.
Email:
Response Time:
24–48 Business Hours
Business Hours:
Monday – Friday
9:00 AM – 6:00 PM (GMT+8)
VESU BRAND COMMITMENT
We are committed to providing premium craftsmanship, strict quality inspection, material safety, discreet packaging, and professional customer support.
Every custom order is carefully manufactured according to customer-approved specifications and inspected before shipment to help ensure the highest possible level of customer satisfaction.