Shipping
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with instructors and cleaning kit intact, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@thevu.co.nz.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@thevu.co.nz.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@thevu.co.nz.
Return & Refund Policy
Thank you for shopping with VÜ. We take great pride in the quality and craftsmanship of our mirrors. If for any reason you are not satisfied with your purchase, we are here to help.
Returns
We accept returns on eligible items within 30 days of delivery. To be eligible:
- The item must be unused, in original condition, and in its original packaging
- You must provide proof of purchase
- Returns must be requested and approved before the item is sent back
- Cleaning kit and instructions must be intact
To initiate a return, please email us at info@thevu.co.nz with your order number and reason for return.
Please note: Due to the fragile nature of our mirrors, return shipping costs and responsibility for safe packaging are the customer’s responsibility.
Refunds
Once your return is received and inspected:
- We will notify you via email
- If approved, a full refund (excluding original shipping fees) will be processed to your original payment method within 5–10 business days
Damaged or Faulty Items
If your mirror arrives damaged or faulty:
- Contact us within 24 hours of delivery at info@thevu.co.nz
- Please include clear photos or videos of the damage and packaging
- We will offer a replacement or full refund, including shipping costs
Exchanges
We do not currently offer direct exchanges. If you'd like to swap for a different product, please request a return and place a new order.
Non-Returnable Items
- Custom or made-to-order mirrors
- Sale or clearance items
If you have any questions about our return process, please don’t hesitate to reach out to us at info@thevu.co.nz.