Returns & Refunds

Returns & Refunds Policy · VSGO

VSGO · Customer Care Policy

Returns & Refunds.

If you have any dissatisfaction with the VSGO order products you received, please email us directly and our after-sales team will resolve it for you.

This Returns and Refunds Policy applies to all purchases made on VSGO at vsgotech.com. By placing an order, you agree to this Policy. It covers the complete return process, eligibility, costs, and refund conditions.

This Policy is provided in addition to, and does not limit or replace, any statutory rights you may have under applicable consumer protection laws in your jurisdiction.

30days
Return Window
From date of delivery.
3–10days
Refund Processing
After inspection approval.
14days
EU / UK Withdrawal
Statutory consumer right.
1–2days
After-Sales Response
globalwebsite@vsgo.com.cn

Table of Contents

All twenty sections.

Every clause of this Returns & Refunds Policy, organized for quick navigation.

0 Sections
01Overview 02Return Window 03Return Eligibility 04Items Not Eligible 05Return Process 06Return Shipping Costs 07Refunds 08Exchanges 09Condition Assessment 10Deductions & Fees 11Undeliverable Parcels 12Risk During Transit 13Customs Duties & Taxes 14Delivered Orders & Amazon 15EU & UK Consumers 16Force Majeure 17Warranty vs. Returns 18Special Notes 19Governing Law 20Contact Us

Part 01 — OverviewSections 01–02

Overview & Return Window

What this Policy covers, the return window, and how delivery is defined.

01

Overview

This Returns and Refunds Policy applies to all purchases made on VSGO at vsgotech.com. By placing an order, you agree to this Policy.

This Policy is provided in addition to, and does not limit or replace, any statutory rights you may have under applicable consumer protection laws in your jurisdiction.

If you have any dissatisfaction with the VSGO order products you received, please send an email directly to globalwebsite@vsgo.com.cn, and our after-sales staff will solve it for you.

02

Return Window

  • You may request a return or refund within 30 days of delivery for a full refund.
  • For the purpose of this Policy, “delivery” occurs when the carrier’s tracking system first marks the shipment as “Delivered” to the address you provided, including delivery to a front door, mailbox, parcel locker, or other reasonable location, with or without a recipient signature.
  • We do not accept return requests for orders more than 30 days after receipt.
  • To request a return, email globalwebsite@vsgo.com.cn. Our after-sales team will respond within 1–2 business days.

Part 02 — EligibilitySections 03–04

Return Eligibility & Exclusions

What can be returned, what cannot, and how we handle quality defects.

03

Return Eligibility

  • Products that have been used or opened are not eligible for return.
  • Products must be in their original condition, with all trademarks, labels, accessories, free gifts, and original packaging intact.
  • If the return is a result of our error (for example, you received an incorrect or defective item), we will also pay the return shipping costs. In such cases, we require you to provide photos or videos to confirm the issue.
  • Returns must be accompanied by proof of purchase, which may include your order number, order confirmation email, or purchase receipt.
04

Items Not Eligible for Return

The following items are not eligible for return unless they arrive defective or damaged:

  • Used, opened, or washed products;
  • Products missing original packaging, trademarks, labels, accessories, or free gifts;
  • Products that are damaged, or whose box or any items are missing, or that are otherwise in a condition that affects secondary sales;
  • Promotional, clearance, or final-sale items;
  • Customized or personalized products;
  • Gift cards and downloadable digital products;
  • Products damaged due to customer misuse, improper installation, or unauthorized repair;
  • Products returned without prior authorization or a valid RMA number;
  • Products purchased from unauthorized sellers or third-party marketplaces.

If you received a defective or incorrect item, please contact us within 30 days of delivery with photos or videos. We will arrange a replacement, repair, or refund at no cost to you.

Part 03 — Return ProcessSections 05–06

How to Return & Who Pays

Step-by-step return process, RMA requirements, and shipping cost responsibility.

05

Return Process

  1. Email globalwebsite@vsgo.com.cn with your order number and reason for return.
  2. Our team will review your request within 1–2 business days and, if approved, issue a Return Merchandise Authorization (RMA) number and the return shipping address.
  3. Ship the return parcel within 7 calendar days of receiving the RMA. Include the RMA number inside the package.
  4. Provide us with the return tracking number once shipped.
  5. We will inspect the returned item within 3–5 business days of receipt and notify you of the outcome.
  6. Refunds are processed within 3–10 working days after inspection approval.

Please contact us before returning any item. After our confirmation, you can return the product to our warehouse address. Returns sent without a valid RMA number may be refused or delayed.

06

Return Shipping Costs

Reason for Return Who Pays Return Shipping
Quality defect, wrong item, or missing item VSGO
Customer preference or personal reason Customer
Parcel returned because customer was unavailable or unreachable Customer
Parcel returned because customer refused to pay customs duties Customer
  • If VSGO is responsible for return shipping, we will provide a prepaid return label or reimburse reasonable standard shipping costs, depending on the situation.
  • If you are responsible for return shipping, we recommend using a trackable service. If the return parcel is lost in transit, we will not be responsible for issuing a refund.
  • Original outbound shipping costs are non-refundable unless the return is due to our error.

Part 04 — Refunds & ExchangesSections 07–10

Refunds, Exchanges & Assessment

How refunds are processed, how exchanges work, and how we assess returned items.

07

Refunds

  • We only issue refunds after the returned item has been received and inspected.
  • Refunds will be issued within 3–10 working days after we receive your return package.
  • The refund method is the same as your payment method, and the original route is returned.
  • The refund amount will be the actual amount paid for the product. If the return is due to customer preference, original shipping costs are not refundable.
  • If the returned item shows signs of use, missing accessories, or damaged packaging, we may deduct a reasonable depreciation or restocking fee, or refuse the refund.

Refund timing: While we initiate the refund within 3–10 working days, the time for the refund to appear in your account depends on your payment provider and may take additional time.

08

Exchanges

  • If you received a defective or incorrect item, you may request an exchange instead of a refund. VSGO will cover the exchange shipping costs.
  • Exchange requests must be made within 30 days of receiving the product and must include photos or videos as proof.
  • Exchange shipping time will be the same as for a new order.
  • If the exchange is due to personal reasons, customers are responsible for the return shipping fees.
  • If the exact item is out of stock, we may offer a comparable product, store credit, or refund, subject to your agreement.
09

Condition Assessment

Customers must ensure that the returned products and packaging boxes are in good condition, and that the trademarks and various labels have not changed. If there are gifts for this product, they should also be returned together.

If a returned item shows signs of use, damage, missing accessories, or packaging deterioration that affects its resale value, we reserve the right to:

  • deduct a reasonable depreciation or restocking fee from the refund; or
  • refuse the refund entirely if the item is materially degraded.

We will provide photo evidence and a written explanation if any deduction is applied.

10

Deductions & Fees

Where a deduction applies, it will be calculated based on the following factors:

  • Signs of use: Up to 30% of the product price, depending on the extent of use;
  • Missing accessories or gifts: The retail value of the missing items;
  • Damaged packaging: Up to 15% of the product price if the packaging cannot be reused;
  • Material degradation: Up to 50% of the product price if the item cannot be resold as new.

If you disagree with any deduction, you may request a review by contacting us at globalwebsite@vsgo.com.cn. We will respond within 3–5 business days.

Part 05 — Special SituationsSections 11–13

Undeliverable Parcels & Risk

What happens when a parcel cannot be delivered, and who bears the risk in return transit.

11

Undeliverable and Refused Parcels

If a parcel is returned to us because:

  • the recipient was unavailable or unreachable;
  • the recipient refused delivery;
  • the recipient failed to collect the parcel from a pickup point;
  • the recipient refused to pay applicable customs duties or taxes; or
  • the shipping address provided was incorrect or incomplete,

the following applies:

  • The customer is responsible for all outbound and return shipping costs;
  • The customer is responsible for any product damage or loss during return transit;
  • Any redelivery or reshipping costs must be paid by the customer before we reship;
  • If the customer requests a refund instead of reshipping, we will refund the product price minus the actual outbound and return shipping costs and any applicable fees.

This clause does not apply where the return resulted from our error, such as wrong item shipped or defective product.

12

Risk of Loss During Return Transit

Remember to take extra care to pack your return package properly, so it does not get damaged on the way. We are not responsible for any returns until they reach our return address. Please also make sure to get proof of postage for reference in case you need to check the status with the carrier before it reaches us.

The customer bears the risk of loss or damage for returned parcels until they are physically received at our designated return address. We strongly recommend using a trackable shipping service and retaining proof of postage. If a return parcel is lost in transit, we cannot issue a refund.

13

Customs Duties and Taxes on Returns

Original import duties, taxes, and customs clearance fees paid by the customer are not refundable by VSGO. Customers seeking a refund of such fees must contact their local customs authority directly.

  • If a return parcel is subject to additional customs charges upon entry, those charges are the customer’s responsibility.
  • For cross-border returns, please mark the package clearly as “Returned Goods” to avoid unnecessary customs delays.
  • If a return parcel is held or destroyed by customs due to missing documentation or unpaid fees, we will not be able to issue a refund.

Changed your mind? We’ll take it back.

VSGO · Returns & Refunds

Part 06 — Final TermsSections 14–20

Amazon, EU / UK Rights & Contact

Special carrier rules, statutory consumer rights, and how to reach us.

14

Delivered Orders and Amazon Logistics

  • If the Amazon Logistics carrier marks the package as delivered to the customer’s correct address, but the customer reports the item as “not found,” we will not approve a refund for the order.
  • If you prefer not to have your order shipped via Amazon Logistics, please add the note “No Amazon Logistics” during checkout.
  • Orders shipped with “No Amazon Logistics” will be shipped directly from China, FAST SHIPPING service will not be available, and the estimated delivery time is 10–15 business days (as stated in our Shipping Policy).
15

Notice for EU and UK Consumers

If you are a consumer located in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of receiving the goods, without providing any reason.

  • To exercise this right, you must inform us by a clear statement, such as email to globalwebsite@vsgo.com.cn, before the 14-day period expires.
  • You must return the goods within 14 days of notifying us.
  • We will reimburse all payments received from you, including the costs of standard delivery, within 14 days of receiving the returned goods or proof of return shipment.
  • You will bear the direct cost of returning the goods unless we agree otherwise.

This statutory right is in addition to, and does not limit, any more favorable return rights described in this Policy.

16

Force Majeure

We are not liable for delays or failures in processing returns or refunds caused by events beyond our reasonable control, including customs delays, natural disasters, strikes, government actions, or public health emergencies. We will notify you promptly and resume processing as soon as reasonably practicable.

17

Warranty vs. Returns

This Returns & Refunds Policy applies within the 30-day return window. If your product develops a defect after the 30-day return period, please refer to our Warranty Policy, which covers:

  • Camera cleaning items: 180 days;
  • Electric tools: 1 year;
  • Camera bags: Lifetime warranty.

Warranty claims are handled separately from returns and may involve repair or replacement rather than refund.

18

Special Notes

  • All returns must be approved in advance. We may refuse any unauthorized return parcel.
  • Nothing in this Policy excludes or limits any statutory rights you may have under applicable law.
  • This Policy should be read together with our Shipping Policy, Warranty Policy, and Privacy Policy.
  • We reserve the right to update or modify this Policy at any time. The most current version will be posted on this page.
19

Governing Law

This Returns & Refunds Policy shall be governed by and construed in accordance with the laws of the People’s Republic of China, without regard to its conflict of law principles.

If you are a resident of the EEA, the UK, or another jurisdiction with mandatory consumer protection laws, nothing in this Policy limits any rights you may have under those laws.

20

Contact Us

For return or refund questions, please contact:

  • Email: globalwebsite@vsgo.com.cn
  • Response time: Our after-sales team typically responds within 1–2 business days.
  • Order inquiries: Please include your order number in the subject line for faster service.

Need help with a return?

If you have any questions about our return process, refund timing, or eligibility, our after-sales team typically responds within 1–2 business days.