Your Satisfaction Is Our Masterpiece

At Veda Prime LLC, we pour our hearts into every diamond painting kit, every Pop Card™, and every embroidery set we offer. We understand that when you order from vedaprime.shop, you are not just making a purchase—you are investing your time, your creativity, and your trust in us. You are choosing to bring a little more beauty and sparkle into your life, and that is a responsibility we take very seriously.

We want you to be absolutely delighted with every item you receive from us. However, we also understand that sometimes, despite our best efforts and your best intentions, a product may not work out. Perhaps the design wasn’t quite what you expected. Maybe you received a duplicate as a gift. Or, in rare cases, an item may arrive damaged or with missing pieces.

Whatever the reason, we are here to make it right. This Refund and Return Policy is designed to be fair, transparent, and easy to navigate. We want the process of returning an item to be as stress-free as the joy of creating with our products. Our goal is not just to resolve issues, but to do so in a way that leaves you feeling valued and respected as a member of the Veda Prime community.

Please read this policy carefully. If you have any questions that are not answered here, our customer service team is always just an email or phone call away.

📜 Our 30-Day Satisfaction Guarantee

We stand behind the quality of our products with confidence. That is why we offer a 30-Day Satisfaction Guarantee on all items purchased through vedaprime.shop.

The Core of Our Policy:
If for any reason you are not completely satisfied with your purchase, you have 30 calendar days from the date you received your order to initiate a return for a full refund (excluding original shipping costs) or an exchange.

This 30-day window gives you ample time to receive your order, inspect the items, and decide if they are right for you. We believe this is more than fair and reflects our commitment to ensuring you love what you buy from us.

✅ Eligibility Criteria for Returns

To ensure that returns are processed smoothly and fairly for all customers, we have established clear criteria for what constitutes a returnable item. Please review these requirements carefully before initiating a return.

Items Must Be:

In Original Condition: The item must be unused, unopened, and in the same condition that you received it. For diamond painting kits, this means the plastic wrap on the canvas should be intact, and the diamond packs should be unopened and unsealed. For embroidery kits, the thread skeins should be unused and the needle still in its original packaging.
In Original Packaging: The item must be returned in its original box or package. This helps prevent damage during transit and ensures that all components stay together.
Accompanied by Proof of Purchase: We require proof of purchase to process any return. This can be your order confirmation email, the packing slip included in your shipment, or your order number.

Non-Returnable Items

For health, hygiene, and practical reasons, certain items cannot be returned. Please note the following exceptions to our standard return policy:

Opened or Used Kits: We cannot accept returns on any diamond painting or embroidery kit that has been opened or used. Once the seal is broken on a diamond pack or the canvas adhesive is exposed, the item cannot be resold. This is to protect the integrity and quality assurance of all products we sell.
Digital Products: If we ever offer digital products (such as downloadable patterns or guides), these are non-refundable due to their instant access nature.
Gift Cards: Gift cards are non-refundable and cannot be returned for cash.
Final Sale Items: Occasionally, we may run promotions on items that are designated as “Final Sale.” These items will be clearly marked as such on the product page and are not eligible for return or exchange.
Items Purchased from Third-Party Retailers: This policy applies only to items purchased directly from vedaprime.shop. If you purchased a Veda Prime product from another retailer, you must follow that retailer’s return policy.

🔄 How to Initiate a Return

We have streamlined our return process to be as simple and straightforward as possible. If you have an item that meets the eligibility criteria above, please follow these steps:

Step 1: Contact Our Customer Support Team

Before sending anything back, you must contact us to initiate the return process. This allows us to provide you with the correct return address and any specific instructions you may need.

Please reach out to us via:

Email: vedacommerce1@gmail.com
Phone: +84868035388

When you contact us, please include the following information to help us serve you faster:

Your full name
Your order number (this is essential!)
The product(s) you wish to return
The reason for the return (this helps us improve our products and service)

Step 2: Receive Your Return Authorization and Instructions

Once we receive your return request, a member of our customer service team will respond within 24-48 hours. We will provide you with:

A Return Authorization (RA) number. Please write this number clearly on the outside of your return package. Returns without an RA number may be rejected or significantly delayed.
The correct address for your return shipment. Please note that depending on the nature of the return, the address may differ from our main corporate mailing address.
Any additional instructions specific to your item.

Step 3: Package Your Item Securely

Carefully repackage the item in its original packaging, if possible. If the original packaging is damaged, please use a sturdy box or padded envelope to ensure the item is protected during transit. Include a copy of your order confirmation or a note inside the package that includes your name, order number, and RA number.

Step 4: Ship the Item Back

You are responsible for the cost of return shipping unless the return is due to our error (e.g., you received the wrong item or a defective product). We recommend using a trackable shipping service (such as UPS, FedEx, or USPS with tracking) and purchasing shipping insurance for items of high value. Veda Prime LLC is not responsible for items lost or damaged during the return transit.

Step 5: Wait for Processing

Once your return is received at our returns center, we will inspect the item to ensure it meets the eligibility criteria outlined above. This inspection process typically takes 3-5 business days. After the inspection is complete, we will notify you via email of the approval or rejection of your refund.

💰 Refunds

How Refunds Are Processed

If your return is approved, we will initiate a refund to your original method of payment. The amount refunded will be the purchase price of the returned item(s), excluding any original shipping charges.

Processing Time: Once your refund is initiated, it may take 5-10 business days for the credit to appear on your bank or credit card statement. The exact timing depends on your financial institution’s processing times.
Payment Processor: All refunds are processed through Stripe, our secure payment gateway. You will receive a confirmation email from us when your refund has been issued.

Partial Refunds

In certain situations, only partial refunds may be granted. These situations include (but are not limited to):

Items returned in unsellable condition due to damage caused by the customer
Items returned without their original packaging
Items returned significantly late (beyond the 30-day window)
Any item that shows obvious signs of use

Late or Missing Refunds

If you haven’t received a refund within 15 business days of our approval notification, please take the following steps:

Check your bank account or credit card statement again. Sometimes refunds can take time to post.
Contact your credit card company or bank. There is often a processing time between when we issue a refund and when it appears on your statement.
Contact us. If you have done both of the above and still have not received your refund, please email us at vedacommerce1@gmail.com or call +84868035388. We will investigate the issue promptly.

🔁 Exchanges

If you received a defective, damaged, or incorrect item, we will happily exchange it for the correct product at no additional cost to you.

For Defective, Damaged, or Incorrect Items

Please contact us immediately upon discovery. We recommend doing so within 7 days of receiving your order to ensure the fastest resolution. You will not be responsible for return shipping costs in these cases. We will provide you with a prepaid shipping label or arrange for an alternative method of return.

Once we receive the defective or incorrect item, we will ship out the replacement as quickly as possible. In some cases, if the item is out of stock, we may offer you a full refund or a comparable substitute.

For Size or Color Exchanges (Non-Defective)

If you simply ordered the wrong size canvas or prefer a different design, you may exchange the item provided it is still in its original, unopened condition. You will be responsible for return shipping costs. To expedite the process, we recommend placing a new order for the desired item and returning the original for a refund, rather than waiting for a direct exchange.

🚚 Damaged or Lost Items

Damaged in Transit

While we take great care in packaging every order to withstand the rigors of shipping, accidents can sometimes happen. If your order arrives with visible damage to the outer packaging, please document the damage with photos before opening. If the items inside are damaged, please follow these steps:

Take clear photographs of the damaged outer box and the damaged items.
Contact us immediately at vedacommerce1@gmail.com with your order number and the photos.
We will arrange for a replacement to be sent to you as quickly as possible, free of charge.

Lost in Transit

If your tracking information shows that your package was delivered, but you cannot locate it, please first check with neighbors, family members, or your building’s mailroom. Sometimes packages are left in safe places by carriers.

If you still cannot find the package, please contact us. We will work with the carrier to investigate. Please note that claims for lost packages may take time to process, but we will keep you informed every step of the way. If a package is confirmed lost by the carrier, we will either issue a full refund or send a replacement, at your preference.

🎁 Returns on Gift Orders

If you received a Veda Prime product as a gift and wish to return it, the process is slightly different.

If the Gift Was Shipped to You:

We will require the giver’s order number to process the return. Please contact us with the order number (you can ask the person who gave you the gift) and your reason for return. Once the returned item is received and inspected, we will issue a store credit or gift card to you for the value of the returned item. Alternatively, we can facilitate an exchange for another product of equal value.

If You Are the Giver and the Gift Was Shipped Directly:

The standard return policy applies. You can initiate the return as described above using your order number. The refund will be issued to your original method of payment.

⏳ Cancellations

We process orders very quickly to ensure you receive your creative supplies as soon as possible. Because of this, our window for order cancellations is very small.

You may cancel your order without penalty only if it has not yet been processed for shipment. To request a cancellation, please contact us immediately at vedacommerce1@gmail.com or call +84868035388.

Once an order has been picked, packed, or shipped, it cannot be cancelled. In this case, you will need to wait until you receive the order and then initiate a standard return as outlined above.

📧 Contact Us for Returns Assistance

We know that returns can sometimes feel complicated or frustrating. Our team is here to take that stress away. If you are unsure about any part of this process, or if you have a unique situation not covered here, please reach out. We approach every customer inquiry with empathy and a genuine desire to help.

📧 Email: vedacommerce1@gmail.com
📞 Phone: +84868035388
💬 Live Chat: Available on our website at vedaprime.shop during business hours.

When contacting us about a return, please have your order number ready. This single piece of information allows us to access your account instantly and provide you with the fastest possible service.

💡 Our Philosophy on Returns

At Veda Prime LLC, we view returns not as a failure, but as an opportunity. An opportunity to learn how we can improve. An opportunity to show a customer that we truly care. And an opportunity to turn a potentially negative experience into a positive, lasting relationship.

We understand that behind every return request is a person who had an expectation that was not met. Our job is to listen, to understand, and to find a solution that leaves that person feeling heard and valued. We empower our customer service team to make decisions that prioritize your satisfaction, because we know that a happy customer is the best business investment we can make.

We are not interested in creating obstacles or hiding behind fine print. We are interested in building trust, one interaction at a time. This return policy is a reflection of that commitment.

📝 Policy Updates

Veda Prime LLC reserves the right to update or modify this Refund and Return Policy at any time without prior notice. Any changes will be effective immediately upon posting to this page. We encourage you to review this policy periodically to stay informed about how we are protecting your satisfaction.

The most current version of this policy will always be available on our website.

❓ Frequently Asked Questions About Returns

Q: How long do I have to return an item?
A: You have 30 calendar days from the date you received your order to initiate a return.

Q: Who pays for return shipping?
A: If the return is due to our error (wrong item, defective product), we will cover the return shipping cost. For all other returns, the customer is responsible for return shipping.

Q: When will I get my refund?
A: Once your return is received and inspected (typically 3-5 business days), we will notify you of the approval. Approved refunds are processed immediately and should appear on your statement within 5-10 business days.

Q: Can I return an item I bought on sale?
A: Yes, sale items are generally eligible for return under the same 30-day policy, unless they were explicitly marked as “Final Sale.”

Q: My item arrived with missing diamonds. What do I do?
A: We are so sorry to hear that! Please email us at vedacommerce1@gmail.com with your order number and a photo of the canvas and the included diamond packs. We will ship the missing colors to you immediately, free of charge. You do not need to return the entire kit.

Q: I threw away the original packaging. Can I still return the item?
A: To ensure the item is protected during return transit, we require it to be returned in its original packaging. If you no longer have the original box, you may use a suitable substitute, but please be aware that if the item is damaged in transit due to inadequate packaging, your refund may be affected.

✨ A Final Word from Our Founder

When we started Veda Prime LLC, we made a promise to ourselves and to our future customers: we would always put people before profits. This return policy is one of the ways we keep that promise.

We know that you have choices when it comes to where you buy your art supplies. We are deeply grateful that you chose us. If something goes wrong with your order, please give us the chance to make it right. We will work harder than you can imagine to turn your disappointment into delight.

Thank you for being a part of the Veda Prime family. Your creativity inspires us every day.

With gratitude,
The Veda Prime LLC Team

Veda Prime LLC

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