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Return and Refund Policy

Last Updated: September 2026

Thank you for choosing VCND.

We aim to provide clear and transparent after-sales service. This Return and Refund Policy explains the procedures applicable to returns, refunds, order cancellations, and product quality issues for purchases made through the VCND website.

This policy applies to orders placed through this website. Nothing in this policy limits or excludes any mandatory rights that consumers are entitled to under applicable law.

If any provision of this policy conflicts with applicable law, the applicable law shall prevail.

1. Statutory Right of Withdrawal for EU Consumers

For orders subject to EU consumer protection laws, consumers generally have the statutory right to withdraw from a purchase within 14 calendar days of receiving the goods, without having to provide a specific reason, subject to legally applicable exceptions.

For the sale of goods, the 14-day withdrawal period generally begins on the day the consumer, or a third party designated by the consumer other than the carrier, physically receives the goods.

If you wish to exercise your statutory right of withdrawal, please contact us within the applicable period:

Customer Support
Email: chiconneely@gmail.com

To help us identify your order, please include:

  • Order number

  • Product name

  • Recipient's name

  • A statement indicating that you wish to return the product or withdraw from the purchase

After receiving your request, we will provide further instructions based on the circumstances of your order.

2. Requirements for Returning Products

When exercising a statutory right of withdrawal, consumers may handle and inspect the goods to the extent necessary to establish their nature, characteristics, and functionality.

To help prevent unnecessary damage during transportation, we recommend that you:

  • Use the original packaging whenever reasonably possible;

  • Return all included accessories, manuals, and related items;

  • Package the product appropriately and securely;

  • Keep the shipment tracking number and proof of postage after sending the return.

If the value of the goods has been reduced due to handling beyond what is necessary to establish their nature, characteristics, and functionality, the consumer may be responsible for the resulting loss in value to the extent permitted by applicable law.

Return requests that do not fall within the statutory right of withdrawal will be handled based on the circumstances of the order, the nature of the product, and applicable law.

3. Return Shipping Costs

For returns made under a statutory right of withdrawal, responsibility for return shipping costs will be determined in accordance with applicable law and the information provided to the consumer at the time of purchase.

Where applicable law permits the consumer to bear the cost of returning the goods, the relevant return shipping costs may be the consumer's responsibility.

If the return is required because:

  • We sent the wrong product;

  • The product has a quality issue or was damaged during transportation;

  • The product materially differs from what was agreed in the order; or

  • We are otherwise legally responsible for the issue;

we will handle the applicable return shipping costs in accordance with the circumstances and applicable law.

If you believe that a product has a quality issue or that your order is incorrect, please contact us at chiconneely@gmail.com before returning the product whenever possible.

4. Damaged Products, Quality Issues, or Incorrect Orders

If you receive a product that has been damaged during transportation, has a quality issue, is incorrect, or materially differs from what was agreed in the order, please contact us as soon as reasonably possible:

Email: chiconneely@gmail.com

To help us assess the issue, please provide, where applicable:

  • Order number;

  • Recipient's name;

  • Product name;

  • Description of the issue;

  • Photos or videos of the product;

  • Any other information that may help us verify the issue.

After receiving the relevant information, we will review the matter based on the circumstances of the order and applicable law.

Depending on the circumstances, available remedies may include:

  • Repair;

  • Replacement;

  • Refund;

  • Price reduction;

  • Or another remedy available under applicable law.

For orders subject to EU consumer protection laws, statutory consumer rights relating to conformity, quality, and other mandatory protections will not be limited by this policy.

5. Refund Processing

Once a return, refund, or withdrawal request meets the applicable requirements, we will process the refund in accordance with applicable law and the circumstances of the order.

For orders where the statutory right of withdrawal is properly exercised, refunds will generally include the amount paid for the goods and, where required by applicable law, the applicable standard delivery costs.

Where permitted by law, we may withhold the refund until we have received the returned goods or until the consumer provides evidence that the goods have been sent back, whichever occurs first.

Refunds will generally be made using the same payment method used for the original purchase, unless otherwise agreed by the parties or another method is required by applicable law.

The time required for the refund to appear in the consumer's account may depend on the processing speed of the consumer's bank, payment provider, or payment channel.

Accordingly, even after we have completed the refund, the funds may take additional time to appear in the consumer's account.

6. Return and After-Sales Procedure

Step 1: Submit a Request

Please send an email to:

chiconneely@gmail.com

Your email should preferably include:

  • Order number;

  • Product name;

  • Type of request;

  • Detailed description of the issue;

  • Photos or videos where necessary.

Your request may relate to:

  • Return;

  • Refund;

  • Statutory withdrawal;

  • Product quality issue;

  • Incorrect product;

  • Other after-sales matters.

Step 2: Request Confirmation

After receiving your request, we will review the order information and circumstances.

If the product needs to be returned, we will provide the applicable return address and return instructions by email.

Please do not send the product to any other address without receiving return instructions from us.

Step 3: Return the Product

If a return is required, please follow the return instructions provided by us.

We recommend using a shipping method that provides tracking and retaining:

  • Shipment tracking number;

  • Proof of postage;

  • Relevant shipping records.

Please keep these documents until the return process has been completed.

Step 4: Completion of After-Sales Processing

After receiving the returned product or applicable proof of return, we will process the matter in accordance with the circumstances of the order and applicable law.

The outcome may include:

  • Refund;

  • Replacement;

  • Repair;

  • Price reduction;

  • Or another applicable remedy.

The result of the review will be communicated using the contact information you provide.

7. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible:

Email: chiconneely@gmail.com

If the order has not yet entered the shipping process, we will make reasonable efforts to assist with the cancellation request based on the actual status of the order.

If the order has already entered the shipping process, it may not be possible to cancel it directly. In such cases, if you have a statutory right of withdrawal, you may request a return or refund after receiving the product in accordance with applicable law.

Because orders may enter processing or shipping shortly after being placed, please contact us as soon as possible if you wish to cancel an order.

8. Cash on Delivery (COD)

If Cash on Delivery (COD) is available in your country or for your order, its availability will be indicated at checkout.

For orders paid by Cash on Delivery, consumers will generally be required to pay the applicable order amount to the delivery person upon delivery, in accordance with the order confirmation.

To help avoid delivery failures, please ensure that the following information is accurate:

  • Recipient's name;

  • Complete delivery address;

  • Contact telephone number.

If a Cash on Delivery order qualifies for a refund, we will confirm the applicable refund method with the consumer based on the circumstances of the order and applicable law.

9. Statutory Exceptions

The statutory right of withdrawal does not apply to every product or transaction.

Depending on applicable law, certain products or transactions may be subject to statutory exceptions, including, for example:

  • Goods made or customized according to the consumer's specifications;

  • Certain sealed goods that are unsuitable for return for reasons of hygiene or health once unsealed;

  • Other goods or services for which the statutory right of withdrawal is expressly excluded under applicable law.

If a product or service is legally excluded from the statutory right of withdrawal, we will provide the relevant information to consumers to the extent required by law.

Nothing in this policy is intended to exclude or restrict any mandatory rights that consumers have under applicable law.

10. Important Information Regarding Returns and Refunds

To help us process your request efficiently, please note the following:

  • We recommend contacting us before returning a product;

  • Please provide accurate order information;

  • Please package returned products securely;

  • Please retain the return tracking number and proof of postage;

  • If a product has a quality issue, please provide clear photos or videos whenever possible;

  • Please do not use or modify the product beyond what is reasonably necessary to inspect it;

  • Please do not send the product to another address without receiving return instructions from us.

Mandatory consumer rights under applicable law are not restricted by this policy.

11. Contact Us

If you have any questions regarding orders, returns, refunds, replacements, order cancellations, or product quality issues, please contact us:

VCND Customer Support

Email: chiconneely@gmail.com

Business Name: EIE HJEM AS
Business Address: Karenslyst allé 49, 0279 Oslo, Norway
Organisation Number: 933 737 217

To help us identify your order quickly, please include your order number and detailed information about your issue in your email.

After receiving your email, we will review the matter and respond based on the circumstances.

Thank you for choosing VCND.