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Refund policy

Refund Policy

VNEX is a B2B sourcing marketplace that connects buyers with verified Vietnamese suppliers and factories. We want every order to be a good experience, so this policy explains when and how you can get your money back.

When you can request a refund
  • Your order never arrived within the delivery time agreed with the supplier.
  • The goods you received are significantly different from the product description, photos, or agreed specifications.
  • The goods arrived damaged, defective, or with the wrong quantity.
How to request a refund
  • Contact the supplier or our support team within 7 days of receiving your order (or of the expected delivery date if nothing arrived).
  • Please include your order number and clear photos or a short description of the problem. This helps us resolve your case faster.
How refunds are processed
  • Once your request is approved, the refund is sent back to your original payment method.
  • Refunds are usually completed within 7–14 business days, depending on your bank or payment provider.
  • Shipping fees may be non-refundable unless the issue was caused by the supplier (for example, a wrong or faulty item).

If you and the supplier cannot reach an agreement, our support team can step in to help review the case fairly.

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