Returns

Warranty & Return Policy — VICTRESS
We’re proud of the craftsmanship and quality behind every VICTRESS product. If something isn’t right, we’ll make it right. Below you’ll find everything you need to know about our warranty coverage, return process, and order cancellations.

1. Warranty Coverage
All new VICTRESS products purchased directly from us or through an authorized retailer are covered by a three-year limited warranty against defects in materials and workmanship, starting from the date of delivery.

2. What Is Not Covered?
This warranty does not apply to:
Damage caused by improper installation or incompatible connections
Wear and tear on parts such as stylus or belts
Cosmetic damage or mechanical wear from regular use
Electrical damage caused by external faults or surges
Use of non-VICTRESS accessories or parts
Modifications or tampering of any kind
Missing or altered serial numbers
Damage or loss during transit to VICTRESS for warranty service

3. How to Obtain Warranty Service
To request warranty support, please email support@victress.com with:
Your serial number
A description of the issue
Photos or videos (if applicable)
Please keep and use the original packaging for returns. We strongly recommend using insured shipping, as VICTRESS is not responsible for damage or loss during return transit.
Customers cover return shipping costs for warranty claims.
VICTRESS will cover the return shipment once the product is repaired or replaced.
If the issue falls under warranty, repair or replacement will be free of charge.
If not, a cost estimate will be provided before proceeding.
This warranty applies to purchases and returns within Hong Kong and select international markets, including the United States and the European Union.

4. 30-Day Return Policy
We want you to love your VICTRESS product. If not, eligible products can be returned within 30 days of delivery for a refund.

5. What You Can Return
VICTRESS-branded products: Returnable within 30 days for any reason.
Third-party products/accessories: Must be unused and in unopened original packaging.
Cartridges/consumables: Must be factory-sealed.
Return limits: Up to two returns per product category per customer.

6. How to Start a Return
Email support@victress.com within 30 days of delivery. Include:
Your name, phone number, and address
Your order number
Reason for return

7. Shipping & Packaging
Customers are responsible for return shipping on refund requests.
You may:
Use your own shipping label (with tracking and insurance), or
Request a prepaid label (cost deducted from refund).
Original packaging is required for all returns. Replacement packaging is available at cost.
Returned items remain your responsibility until received. Use a trackable, insured service.

8. Order Cancellation Policy
We understand that sometimes plans change. Here’s how cancellations work:
Before Shipment:
You may cancel your order for a full refund any time before it has shipped.
Email support@victress.com with your order number and “Cancellation Request” in the subject line.
After Shipment:
Orders already shipped cannot be cancelled. In that case, you may request a return after delivery, following our return policy.
Custom or Personalized Items:
These cannot be cancelled once processing begins.
Refund Processing:
If your cancellation request is approved before shipment, a full refund will be processed within 3–5 business days.
Note: Original payment processing fees are non-refundable.

9. Refund Processing
Refunds are processed within 5 business days of receiving your return.
A minimum 10% refurbishing fee may apply for worn, incomplete, or improperly packed items.
Modified items (e.g., altered firmware or opened consumables) are non-refundable.
Shipping fees and customs duties are non-refundable.

10. Questions?
We’re here to help. If you have any questions about your warranty, returns, or packing instructions, please contact us at:support@victress.com

📅 Last Updated: 23 June 2025