Refund policy

Returns

We offer a 30-day return window from the date you receive your order.

To be eligible for a return, items must be unused, unopened, sealed, and in their original packaging, with all seals intact. For hygiene and safety reasons, we cannot accept returns of opened, used, unsealed, or partially used skincare, cosmetics, personal care, or hygiene products.

How to start a return

To request a return, email hello@vooqo.com with your order number and the item(s) you would like to return.

If your return is eligible and approved, please send the unused, unopened, and sealed product to our main return hub:

Vooqo Returns
Strada Transilvania nr. 5
Cisnădie, Sibiu
Romania
Postal Code: 555300

Please include your order number inside the package so we can identify your return.

Return shipping

Return shipping costs are the customer’s responsibility unless the return is due to our error, such as a wrong item, damaged item, or defective item.

We recommend using a tracked shipping service, as we cannot issue a refund for returns that are not received.

Damages, defects, or wrong items

Please inspect your order upon delivery and contact us at hello@vooqo.com within 48 hours if your item arrives damaged, defective, or incorrect. Please include photos of the item and packaging so we can resolve it quickly.

Non-returnable items

We do not accept returns or refunds for:

• Opened or used skincare, cosmetics, personal care, or hygiene products
• Unsealed products
• Final sale items
• Gift cards

If you are unsure whether an item is eligible, please contact hello@vooqo.com before sending it back.

Exchanges

We do not offer direct exchanges. The fastest way to get the right item is to place a new order and request a return, if eligible, for the original item.

Refunds

Once your return is received and inspected, we will notify you of approval. Approved refunds are issued to your original payment method within 2 business days.

Your bank or card provider may take additional time to post the refund.

If more than 15 business days have passed since approval, please contact hello@vooqo.com.

European Union 14-day right of withdrawal

If your order is shipped to an address in the European Union, you may have the right to cancel or return your order within 14 days of delivery, without giving a reason.

However, for health and hygiene reasons, this right does not apply to sealed goods that have been unsealed after delivery, including cosmetics and personal care products. Items must be unused, unopened, sealed, and in their original packaging to qualify.

Questions

For any return or refund questions, contact hello@vooqo.com and include your order number.