Returns & Refunds

Last update: March 25, 2025

Not completely happy with your order? No problem. We want to make your return as easy as possible. Check out the steps below:

Common Reasons for Returns and Solutions

Defects / Manufacturing Errors / Quality Issues

  • Solution: If the product is defective or has quality issues, we will send you a replacement free of charge.

Does Not Fit (wrong size/color ordered)

  • Solution: You can return or exchange the product, but you are responsible for the return shipping costs.

Changed Your Mind (item no longer wanted)

  • Solution: You can return or exchange the product, but you are responsible for the return shipping costs.

Package Damaged on Arrival

  • Solution: If your package arrives damaged, we will send you a replacement free of charge.

Incorrect Shipping Information Provided

  • Solution: Please carefully check your shipping information when placing orders. If you need to update your shipping details, contact us immediately so we can assist with the corrections.

Other

  • Solution: Contact us directly, and we will work with you to resolve the issue.

How to Return Your Order

If you need to return your order in whole or in part, follow these steps:

  1. Contact Us: Email us at support@vuslen.com within 30 days of receiving your order to request a return. Include your order number and the reason for the return.
  2. Approval & Return Address: Our customer service team will confirm if your return is accepted and provide you with the correct return address.
  3. Prepare Your Return: Securely package the product(s) in the original packaging, including all accessories and items that came with it.
  4. Send the Return: After your return request is approved, you must send the package to the specified return address within 5 working days. Don't forget to share the tracking number with our customer service team.
  5. Refund Process: Once we receive and inspect your returned item(s), we will process your refund within 5 days via the original payment method.

Non-returnable Items

Products that meet the following criteria cannot be returned:

  • Pre-ordered products.
  • Items that have been used or are not in their original condition.
  • Products damaged upon arrival

If your product is damaged during transport, do the following:

  • Take clear photos of the damaged item on a flat surface where the defect and the label are visible.
  • Send the photos and a description of the problem to support@vuslen.com within 5 days of receiving your order.
  • We will send a replacement product free of charge. If a second defect occurs, you will receive a full refund.

Shipping Protection (Optional Add-on)

If you purchased Shipping Protection at checkout, your order is covered by an upgraded guarantee that goes beyond our standard policy. This protection provides peace of mind for issues that occur during transit.

What is covered with Shipping Protection:

  • Lost in Transit: If your tracking hasn't updated for more than 7 business days, we will send a replacement or issue a refund immediately.

  • Stolen Packages: If the carrier marks your package as "Delivered" but you did not receive it, we will provide a one-time replacement or refund.

  • Priority Damage Handling: While our standard policy requires a second defect for a refund, protected orders are eligible for a full refund or replacement on the very first occurrence of shipping damage.

  • Priority Support: Claims for protected orders are moved to the front of our support queue for 24-hour processing.

To file a claim: Email support@vuslen.com with the subject "Shipping Protection Claim - [Your Order Number]". Claims must be filed within 10 days of the "Delivered" date or the last tracking update.

Additional Information

Contact Us: If you have any questions or need further assistance, you can contact us via email at support@vuslen.com. Our team is available on all business days and will respond as quickly as possible.

Return Process: All returns must be approved by our customer service before being sent. Unauthorized returns will not be accepted.

Thanks for shopping with Vuslen! We really appreciate your support, and we'll always do whatever it takes to make sure you're happy with your order.