Replacements, Returns and Refunds
Cancellations
We strive to ship orders as quickly as possible. If we are unable to cancel an order prior to shipping, a refund, minus shipping cost, will be issued upon receiving the returned product. The terms and conditions as per the Returns policy mentioned below will apply.
As there is only a short period of time before an order is packed and labelled by our fulfilment partners, we cannot guarantee that order details, including the delivery address, can be amended after an order is confirmed.
If you cancel an item that qualifies for a promotion, and the purchase amount falls below the minimum purchase requirement, the promotional offer will cease to apply. The promoted items kept by you will revert to full price and the refund will be adjusted accordingly.
Replacements
If you are experiencing an issue with your product, please contact us within 6 months of your purchase. We would be happy to assist you with troubleshooting steps. If your item came with a defective part, we will require photos to show the defect. If it was damaged in transit, we will need photos to show the damaged packaging. In these situations, we can get your item replaced. For other issues, requests for replacements may also be approved depending on the case. See also our policy on refunds below.
Returns
As we sell hygiene products, only unopened items in the original packaging are eligible for returns. Only items that have been purchased directly through vrcover.com can be returned. We cannot accept returns or exchanges for purchases from other outlets e.g. Amazon.
If you wish to process an exchange, we recommend that you place a new order and return the original order.
Please notify us of your intent to return within 14 days of receiving your item. You can submit your request using our contact form. Kindly include your order number and the reason for returning the product. Returns are subject to approval.
Customers would need to purchase the return shipping label themselves, from either a carrier of their choice or the post office.
The refund will be processed when the item has been inspected at the warehouse. We will let you know when the refund is issued. The original and return shipping fees are non-refundable.
Packages returned due to an insufficient/incorrect address, the customs bill not paid or the package not collected may also be refunded, minus shipping fees and other costs that may have incurred as a result of the return e.g. customs tax and duty.
Non-Receipt of Order
- Not delivered, no tracking update: Please contact us if your order does not arrive within the advised time frame indicated on our Shipping Page. Depending on the carrier used and destination, we can help submit a formal request to them to investigate the shipment once a certain time has passed.
- Delivered but not received: We recommend that you contact the carrier or post office to report the loss if the tracking confirms the parcel has been delivered to the address. Please obtain a copy of their reply with details of their investigation so that we can follow up on your case.
Refunds
Orders will be considered for refunds on a case-by-case basis. In general, due to the hygienic nature of the products, we are unable offer a refund when the item has been taken out of the packaging and/or used. The shipping fee is not refunded in circumstances outside our control, such as delays at the carriers' end due to the Covid-19 pandemic, customs checks and busy holiday periods. For product issues, see our policy on replacements stated above.