Refund policy

vanikus.com (hereinafter referred to as "the Platform") prioritizes protecting users' legitimate rights and interests. Based on the characteristics of grocery goods (such as fragile, bulky, and customized items) and the Platform's logistics policies, the following clear and enforceable refund terms have been established. These terms cover refund conditions, procedures, timelines, and special agreements for different scenarios, ensuring you understand your rights and the operational path when applying for a refund. They apply to all users who have placed orders on the Platform.

Refund for Unshipped Goods (Order Payment Completed, Goods Not Yet Shipped): This applies to user-initiated order cancellations, out-of-stock/unlisted items on the Platform, incorrect pricing, or incorrect user information requiring a reorder. Special Note: For customized grocery goods (such as engraved tableware or custom-designed storage boxes), if the order has entered the production stage, a 30% customization cost fee will be deducted upon order cancellation (clearly stated on the product details page: "Cancellation Fee Percentage After Customization"), with the remaining amount refunded.

Refund for Shipped Goods Not Yet Signed For (Goods in Transit, Receipt Not Confirmed): This applies to delayed logistics, damaged goods during transit (discovered before signing), user changes requirements mid-transit and refuses delivery, or incorrect delivery address preventing delivery. Not applicable in the following situations: Refunds are not available if the user refuses to accept the package without prior notification to customer service, and the product has no quality/shipping issues; or if the refund application is not submitted in time after the logistics delay period has expired.

Refunds after receipt (after confirmation of receipt): Refunds are available after a 7-day no-reason return policy, for product quality issues, or for products that do not match the description. Not applicable in the following situations: Refunds are not available if the product has been opened and used, the packaging is damaged, accessories are missing; or the product is damaged due to improper use by the user (e.g., breaking a ceramic cup, soiling fabric items).

Refund progress inquiry: Log in to your account and check the real-time progress in "My Orders - Refund Details" (e.g., "Under Review," "Pending Return," "Refund in Progress," "Received"). Alternatively, you can inquire via customer service email service@vanikus.com by sending "Order Number + Refund Number." Customer service will respond within 12 hours.