Ordering. Production. Returns/Exchanges
1.1 Order placing, production and status
After purchase is made and payment transaction is cleared, which usually takes 1 hour, all order items are sent to production.
Our average order production is 3 business days. Keep in mind, holidays and high volume seasons may cause production times to be slower. ⚠ Large orders of 12 items or more may have additional production time.
If your order is labeled as “pending,” (usually up to 1-2 hours after order transaction) you can change the shipping details by contacting us by email. No other changes (color, size, shipping details) can be made once it sent to production)
When customer orders are produced and shipped, tracking information will be automatically updated with email notification.
We currently don’t offer the ability to edit the size, color, quantity or the shipping method of the products you ordered after an order has been placed and sent to production.
If your order has already gone into production with any of our manufacturers, we’re unfortunately can no longer edit any details or cancel it. If the shipment details were incorrect, or the customer ordered the wrong size or color, Veganya is not responsible and will not offer replacements or refunds.
Keep in mind that if you make edits to the address after the order has been sent to production, the order will get shipped to the originally provided address.
1.2 Return Policy. Returns and Exchanges
Veganya is a lifestyle, designer print on demand company. All our products are custom designed by our in-house vegan designer team, here in USA and Worldwide. Therefore all products are unique and produced per placed order and cleared payment. All products created within a network of professional manufacturers in the USA primarily, Europe, Mexico and China.
Returns are not supported if you ordered the wrong size, color, or simply don’t like the product. Our network of suppliers and manufacturers don’t have inventory space to keep the returned items.
We only offer refunds or exchanges when products are damaged by cause of manufacturer (read below). From case to case, we can offer partial store credit/discount for customers who experienced unsatisfactory conditions.
In any case, please do not send your purchase back to the manufacturer.
However, we can offer a replacement order free of charge, if there are any issues with the order, like manufacturing error, printing issues and such.
In case a replacement order is arranged, there is no need to send the original order back to us.
Several types of goods are exempt from being returned:
- Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
- Additional non-returnable items: Gift cards, Downloadable products, health and personal care items, Discounted Products or Products on Sale
Refunds (if applicable due to items being damaged)
To complete your damaged/wrong item return, we require a receipt or proof of purchase.
Case to case, we will require you to ship products back to us for inspection and approval. Customers are responsible for shipping products with its original packaging and also liable for the cost of shipping to any of our assigned return addresses.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-7 business days.
If your order was purchased with Gift Card fulfilled on our site, we will update your account with store credit.
Exchanges (if applicable)
We only replace/exchange items if they are defective or damaged by cause of manufacturing. If you need to exchange due to the named reasons, send us an Email and attach a photo/video proof evidence of items being damaged or manufacturer malfunction. Items should have original packaging, labeling, not worn, washed or used in any other way.
Late or missing refunds (if applicable)
All approved refunds/exchanges are processed within 5-7 business days.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us by email.
If your order is still marked as “pending”, you can cancel the order and place a new one with the desired changes. Since refunds are not being processed automatically, the funds for your original order will still be held on our side, so you need to contact our Support team to let them know you need a refund for it.
Please note that by cancelling an order you are not automatically refunded for it as well. If you don’t reach out to us, we are processing refunds for cancelled orders weekly, so you’ll receive the funds for the cancelled order within about a week.
Please feel free to contact our Support with all the necessary information and photographic evidence for investigation. We will do everything possible to correct the situation and provide the most suitable solution to you, depending if the replacement or a refund is eligible or not.