Last Updated: October 13, 2026

At VOOZR, we want you to have a clear understanding of our return, refund, and warranty procedures before placing an order. Please read this policy carefully. It explains the conditions for requesting a return or refund, how return authorization works, and how we handle product issues, shipping problems, and other exceptional circumstances.

Important: You must contact VOOZR and receive return authorization and instructions before sending any product back. Do not ship a return to an address that has not been confirmed by our support team. This requirement helps us identify your order, review your request, and process the return correctly. Nothing in this policy is intended to limit any non-waivable rights you may have under applicable consumer protection laws.

1. Overview

This Return & Refund Policy applies to eligible purchases made directly through the official VOOZR website, subject to the conditions described below and applicable law.

Return eligibility depends on factors including the time elapsed since delivery, product condition, the reason for the request, and whether the required return procedure has been followed.

If you purchased a VOOZR product from a third-party retailer, distributor, marketplace seller, or other reseller, please contact the original seller regarding its return and refund policy. VOOZR may be able to provide product information or troubleshooting assistance, but purchases made through third parties are subject to the original seller's terms.

2. 30-Day Return Policy

Eligible products purchased directly from VOOZR may be considered for return within 30 days of delivery, subject to this policy and applicable law.

To qualify for a standard return, the product should generally:

• Be in its original, unused condition.
• Include the original packaging, accessories, and components supplied with the product.
• Include valid proof of purchase and sufficient order information for verification.
• Be approved for return by VOOZR before it is shipped back.

Products that have been used, damaged after delivery, modified, or returned without required components may not qualify for a standard change-of-mind return. Products involving hygiene, safety, or consumable-use considerations may also be subject to additional restrictions.

If your product has a defect or another issue, please contact us so we can assess the situation under the applicable troubleshooting, warranty, or return procedure. A product issue does not automatically guarantee a refund, but each eligible request will be reviewed based on the available information and applicable legal requirements.

3. How to Request a Return

All returns require prior contact with VOOZR and explicit return authorization. Do not send a product back before our support team has reviewed your request and provided the applicable return instructions.

To request a return:

1. Contact VOOZR using the email address or WhatsApp details listed in the Contact Us section.
2. Provide your order number, the reason for the request, and any relevant photos, videos, or other supporting information requested by our team.
3. Wait for our team to review your request and confirm whether the return is authorized.
4. If the return is approved, follow the return address, packaging, shipping, and other instructions provided by our support team.

The return address and shipping instructions will be provided when appropriate after your request has been reviewed. Do not rely on an address found in an old email, a third-party website, or another source unless VOOZR has confirmed that it applies to your specific return.

Products sent back without prior authorization may be delayed, refused by the receiving facility, or difficult to identify and verify. VOOZR cannot guarantee a refund for an unauthorized return that cannot be identified, verified, or recovered. However, each case will be reviewed based on the available information and applicable legal requirements.

4. Return Shipping and Return Costs

Responsibility for return shipping costs depends on the reason for the return and the outcome of our review.

• Personal preference or change of mind: Unless otherwise required by applicable law or agreed to by VOOZR in writing, the customer is responsible for the return shipping cost.
• Confirmed defective, damaged, or incorrect item: Please contact us before arranging a return. After reviewing the evidence, VOOZR will explain the available resolution and whether return shipping costs will be covered.
• International returns: The customer may be responsible for international postage, customs declarations, import or export charges, and other fees unless otherwise agreed or required by law.

Do not ship a product back or pay for a return shipment before receiving our instructions. VOOZR is not responsible for unapproved return shipments or additional costs incurred by sending a product to an unconfirmed address.

5. Return Inspection

Once an authorized return has been received, VOOZR may inspect the product and its included components to verify its condition, the reported issue, and compliance with the approved return request.

A return shipment being delivered to our facility does not, by itself, mean that a refund has been approved. The final decision will depend on the inspection results, the applicable policy, and any relevant legal requirements.

If the returned product differs materially from the condition or description provided in the return request, we may need to contact you for clarification before determining the appropriate resolution.

6. Returns Due to Personal Preference

If you no longer want a product, change your mind after purchase, or decide that the product is not suitable for your preferences, you may request a return within the applicable return period.

Standard personal-preference returns generally require the product to be unused, in its original condition, and returned with its original packaging and included components. Used products may not qualify for a standard change-of-mind return.

If your request involves a used product, please explain the circumstances to our support team. We will review the request individually, taking into account the product condition, the reason for the request, this policy, and applicable law. A full refund is not guaranteed for a used product returned solely because of personal preference.

7. Product Compatibility and Performance

Before purchasing, customers are responsible for reviewing the product description, compatibility information, included components, and any stated device requirements.

If a product does not work with a device or accessory that is not listed as compatible, this does not automatically mean that the product is defective.

If you are unsure whether a product is compatible with your device, please contact VOOZR before use or before requesting a return. Our support team can help review the product combination and determine whether troubleshooting, an alternative component, or another resolution may be appropriate.

8. Product Performance and Normal Use

Product performance may vary depending on the material used, operating conditions, device compatibility, maintenance, cleaning, and adherence to the product instructions.

Differences in personal preference, expected results, or usage experience do not necessarily indicate a manufacturing defect.

If you experience an unexpected performance issue, please contact our support team with a description of the problem and any requested photos or videos. We may recommend troubleshooting or additional checks before determining whether the issue qualifies for warranty support, replacement, or another resolution.

9. Defective Products and Warranty Support

VOOZR offers a limited warranty of 90 days from the purchase date for eligible products purchased directly through the official VOOZR website, subject to the applicable warranty terms.

Purchases made through third-party sellers, retailers, distributors, or other resellers are not covered by VOOZR's direct-purchase warranty unless VOOZR expressly confirms otherwise. Please contact the original seller for warranty coverage on those purchases.

A replacement product or component does not automatically restart or extend the original warranty period unless VOOZR confirms otherwise in writing or applicable law requires it.

To request warranty support, please provide the following information when applicable:

• Your order number or other proof of purchase.
• A clear description of the issue and when it began.
• Photos or a video showing the reported problem.
• Any additional information needed to verify the product or troubleshoot the issue.

Our team may request troubleshooting steps or additional evidence before deciding whether a warranty remedy is available. Depending on the circumstances, a remedy may include troubleshooting, a replacement part, a replacement product, or another resolution allowed under the applicable warranty terms and law.

Warranty requests are assessed individually. Damage caused by misuse, unauthorized modification, accidents, or other circumstances excluded under the applicable warranty terms may not be covered. Please contact VOOZR before sending any product or component back.

10. Damaged, Incorrect, or Missing Items

If your order arrives damaged, contains an incorrect item, or appears to be missing an item, please contact VOOZR as soon as reasonably possible after delivery.

To help us investigate, please provide:

• Your order number.
• Photos of the product, packaging, shipping label, or damage, where available.
• A description of the item or component that is damaged, incorrect, or missing.
• Any additional information reasonably needed to verify the issue.

We will review the information and determine the appropriate next step, which may include further investigation, troubleshooting, a replacement, a refund, or another resolution depending on the circumstances.

Please retain the product and packaging until we have reviewed your request. Do not return the item unless our team has provided return authorization and instructions.

11. Shipping, Delivery, and Customs Issues

11.1 Shipping Delays

Shipping and delivery estimates are provided for reference and are not guaranteed delivery dates unless expressly stated otherwise. Transit times may be affected by customs clearance, carrier operations, weather, public holidays, peak shipping periods, address issues, and other circumstances outside our control.

A delay alone does not automatically qualify an order for a refund. Please contact us if tracking has not updated for an extended period or your shipment appears to be stalled. We will review the available tracking information and advise you of the next steps.

11.2 Lost or Missing Shipments

If your shipment appears to be lost or has not arrived within a reasonable period, contact VOOZR with your order number and tracking information. We may need to investigate with the carrier before determining whether a replacement, refund, or another resolution is appropriate.

11.3 Tracking Shows Delivered but the Package Is Missing

If tracking shows that a package was delivered but you cannot locate it, please check your mailbox, delivery area, household members, building management, and any available delivery photos. You may also contact the local carrier to request additional delivery details. Please then contact VOOZR so we can review the available information. A delivered scan does not automatically establish that a refund or replacement is due; each case will be assessed individually.

12. Customs, Import Duties, and Tax-Inclusive Shipping

Import duties, taxes, customs clearance fees, and other import-related charges depend on the destination country, the shipping method, and local regulations.

Tax-inclusive shipping or duty-paid delivery may be available only for certain destinations, products, or shipping methods. Availability can change. Please contact VOOZR before placing an order if you need to confirm whether a particular destination and shipping method include applicable duties or taxes.

If VOOZR confirms in writing that a specific order will be shipped using a tax-inclusive or duty-paid method, the confirmed arrangement will apply subject to its stated terms. If tax-inclusive shipping has not been confirmed, you should not assume that import duties, taxes, or customs charges are included in the order price.

Customs authorities may inspect, delay, hold, or refuse a shipment in accordance with local law. Such actions may affect delivery time and available shipping options. Please contact us if customs requests information or your shipment is held so we can review the situation.

Customs delays or charges do not automatically qualify an order for a refund. Any proposed resolution will depend on the shipping arrangement confirmed for the order, the circumstances of the shipment, and applicable law.

13. Incorrect Shipping Information and Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address and contact information at checkout. If you notice an error, contact us as soon as possible. We cannot guarantee that an address can be changed after an order has been processed or handed to the carrier.

If a shipment cannot be delivered because of an incorrect or incomplete address, unavailable recipient, refusal of delivery, or another issue attributable to the shipping information or delivery circumstances, additional shipping costs or other charges may apply. Any refund or reshipment will be assessed based on the circumstances, the applicable shipping terms, and legal requirements.

14. Returned-to-Sender Packages

A package may be returned to the sender because of an incorrect address, unsuccessful delivery attempts, refusal, failure to collect the package, or customs or carrier restrictions.

If tracking indicates that your package is being returned to the sender, contact VOOZR. Once the shipment status and reason for return have been reviewed, we will explain the available options. Reshipment may require payment of additional shipping costs, depending on the circumstances. A refund is not automatic and will be assessed in accordance with this policy and applicable law.

15. Order Cancellation

If you wish to cancel an order, contact VOOZR as soon as possible and provide your order number. We will check whether the order can still be cancelled.

Cancellation may not be possible after an order has been processed, packed, dispatched, or handed to a carrier. If the order has already shipped, you may need to follow the applicable delivery or authorized return procedure instead.

A cancellation request is not confirmed until VOOZR confirms the cancellation. Any refund for a cancelled order will be handled according to the payment provider's procedures and applicable law.

16. Refund Processing

Refunds are issued only after the relevant request has been reviewed and approved, subject to applicable law and the terms communicated for the specific case.

VOOZR generally aims to initiate approved refunds within 10 business days after approval. This is an estimated processing target, not a guarantee of when funds will appear in your account.

After a refund has been initiated, the time required for the funds to appear depends on your original payment method, bank, card issuer, payment provider, and any applicable processing procedures.

If you have not received an approved refund after a reasonable period, please contact us with your order number so we can review the status. Where available, we may provide confirmation that the refund has been initiated.

17. Partial Refunds and Refund Adjustments

Depending on the circumstances, an approved refund may be adjusted to account for matters such as missing components, product condition, unauthorized use, or other factors permitted under applicable law and the terms agreed for the order.

Any proposed deduction or partial refund will be assessed individually. VOOZR will not apply an adjustment where prohibited by applicable law.

18. Non-Returnable Items and Exceptions

Certain products or circumstances may not qualify for a standard return, including used products returned solely because of a change of mind, products damaged after delivery through misuse, products modified without authorization, or products returned without required components.

Products involving hygiene, safety, or consumable-use considerations may be subject to additional restrictions, depending on their condition and applicable law.

These restrictions do not exclude eligible warranty claims or remedies required by applicable consumer protection laws. If you believe an exception applies to your situation, please contact VOOZR before sending anything back so we can review your request.

19. Promotional Orders, Discounts, and Free Gifts

Orders placed using discounts, promotional pricing, bundles, or free gifts remain subject to this policy.

If an order includes a free gift or promotional item, our support team may need to review whether the gift must also be returned or whether an adjustment is applicable when the main product is returned. Any adjustment will be communicated as part of the review and will be subject to applicable law.

A promotional purchase does not automatically qualify for a refund outside the applicable return terms. Each request will be assessed according to the offer conditions, product condition, and relevant legal requirements.

20. Gift Orders

If a VOOZR product was purchased as a gift, return eligibility and refund handling may depend on the original order, proof of purchase, payment method, and the circumstances of the request.

Please contact VOOZR with sufficient order information before sending the product back. Refunds, if approved, will generally be processed through the original payment method unless otherwise required by applicable law or agreed by VOOZR.

21. Payment Disputes and Chargebacks

If you have a concern about an order, delivery, product issue, or refund, we encourage you to contact VOOZR first so we can review the matter and explain the available options.

If a payment dispute or chargeback has already been opened, we may provide relevant order, payment, shipping, delivery, and support records to the payment provider or financial institution as part of the dispute process. This section does not limit your rights to raise a dispute through your payment provider or under applicable law.

22. Fraud Prevention and Return Abuse

VOOZR may review return and refund requests to verify order details, product condition, shipping records, and the information supplied by the customer.

Where there is evidence of fraud, materially inaccurate information, repeated abusive return activity, or misuse of the return process, VOOZR may take appropriate action consistent with applicable law. Any request will be evaluated based on the available evidence and the circumstances of the case.

23. Circumstances Beyond Our Reasonable Control

Order processing, shipping, delivery, returns, or refunds may be affected by circumstances outside VOOZR's reasonable control, including carrier disruptions, customs actions, extreme weather, public emergencies, government restrictions, and payment-provider or banking delays. We will make reasonable efforts to review affected cases and communicate available options. This section does not remove any obligations that cannot lawfully be excluded.

24. Policy Updates

VOOZR may update this Return & Refund Policy from time to time. Updates will be published on this page with a revised “Last Updated” date. Unless otherwise required by law, the version applicable to an order will be determined in accordance with the terms and legal requirements applicable to that transaction.

25. Contact Us

If you have questions about returns, refunds, warranty support, or an order issue, please contact VOOZR before sending any product back.

Email: voozr@voozr.com

WhatsApp: +86 18124616751

Please include your order number and a clear description of your request so our team can assist you more efficiently.

Thank you for choosing VOOZR.