Return & Exchange Policy

Translation to English:


Exchange, Return & Cancellation Policy

Introduction:

At VEONNA, we understand the importance of providing exceptional customer service and ensuring your complete satisfaction with your purchases.

We would like to clarify our return and exchange policy to ensure a smooth and reliable shopping experience. Please carefully review the following points, which explain how we handle different situations you may encounter after purchase.


Can I return or exchange makeup products?

For the safety and hygiene of all our customers, we do not accept returns or exchanges on makeup products once purchased.


What is the allowed return period?

Return requests are allowed within 7 days from the date of purchase, provided that the products are unused, in their original condition, and with complete original packaging.


What happens if I’m not home when my order arrives?

We will attempt to deliver your order three times. If you are unavailable, the order will be returned to our warehouse, and the amount paid will be refunded after deducting 19 as delivery fees.


What should I do if I receive the wrong, damaged, or defective product?

Our customer service team will be happy to assist you. You must notify us of any issues within 7 days of receiving the product.

If you receive a product different from what you ordered or a damaged item, please contact us immediately.

Kindly send us:

  • Clear photos of the product
  • A video showing the damage
  • Your order details

This will help us assist you better.

Compensation cases:

  • If the product arrives severely damaged or unusable, the customer will be compensated with a store credit voucher equal to the product value. The voucher will be valid for one month from the date of issuance.
  • If the product arrives partially damaged but still usable, compensation will be provided according to the level of damage.
  • If you receive the wrong product, the correct item will be reshipped to the registered address after receiving the returned product and confirming it is unused and unopened. In some cases, compensation may be provided in the form of a store credit voucher equal to the value of the incorrect product.

Can I cancel my order after placing it?

You may cancel your order within 2 hours of placing it at no additional cost.

If more than 2 hours have passed, cancellation cannot be processed directly through us. In this case, you must contact the shipping company to cancel the delivery.

If the order is canceled after 2 hours, delivery fees will be charged to the customer as follows:

  • SAR 19 for regular orders
  • SAR 100 for salon furniture orders

Cancellation or modification due to errors:

VEONNA reserves the full right to cancel or modify any order if a clear typographical or technical error is found in pricing or discount coupons.


Can I modify my order after placing it?

Unfortunately, order modifications are not available after submission.

However, you may cancel the order within one hour of placing it and submit a new order.


What happens if I choose Cash on Delivery and don’t receive my order?

If you select Cash on Delivery and fail to receive your order after three delivery attempts, you will no longer be eligible to use this payment method in the future.


My order was canceled due to product unavailability. Was I charged?

No worries—your account was not charged. Payments are only collected once the order is shipped. If an order is canceled, the reserved amount will be automatically released and refunded by the payment gateway to your original payment method.

For further assistance, please contact VEONNA customer support or your bank.


What if part of my order is unavailable?

If an item becomes unavailable after placing the order, it will be removed from the invoice. You will be notified by our team, and the amount for the unavailable item will be refunded. If you encounter any issues, please contact customer service for support.


What if I request a replacement product that costs more?

If you request and receive a replacement product with a higher price, you will be required to pay the price difference.


What if I receive a duplicate order?

If you receive a duplicate order by mistake, we will arrange the return at our expense.


Can delivery fees be refunded?

Shipping and payment processing fees are non-refundable. However, if the products received are damaged or unusable, delivery fees may be refunded in that case only.


We wish you a pleasant shopping experience with VEONNA