Refund policy

If you need to return or exchange VOCIC products, please contact the VOCIC customer service team within 30 days of receiving the product.

Cancellation of Orders:

  • If you wish to cancel an order before it is shipped, please contact the customer service team as early as possible to expedite the refund process.
  • If the order is already in transit, we will need to coordinate with the shipping company to recall the order and arrange a refund for you. 

Please note that if the order is already in transit, you will be responsible for an additional recall fee. If the recall is unsuccessful, please refuse delivery when your product arrives.

Refusal of Delivery:

  • If you intend to refuse delivery upon receiving the package, please contact us. Failure to notify us of your refusal may result in delayed refunds or exchanges.
  • If a product is refused due to damage or defects, please send us photos for assessment and resolution.

30-Day Easy Return, 24-Hour Quick Response:

  • All items purchased on VOCIC.com can be returned within 30 days of purchase. Contact customer service within this return period and VOCIC will not impose additional costs or fees for returns due to quality issues. For non-quality issues, return shipping costs are borne by the customer.
  • Ensure the product is undamaged and retains the original packaging. Then, send an email to the customer service team at support@vocic.com with the subject "Order Return Request," providing your order number, product information, and images proving the issue. Returns that do not meet these requirements may not be eligible for a refund. Unauthorized returns will not be accepted, and any resulting return shipping costs will not be reimbursed.
  • We will arrange the return after confirming the application and process the refund within 3 working days after the return to the warehouse. If you are requesting a return for personal reasons, please contact us at support@vocic.com, and we will respond within one working day.
  • Exceptions for Some Items:

1. Bundle discounts (unless the entire bundle package is returned)
2. Any items after 30 days from the date of delivery
3. Any products that may come into contact with bodily fluids are not able to be returned nor refunded when opened due to health risks. Products include but are not limited to bathroom safety, mattresses, and bath lift chairs.
4. Once an order for a custom-made product is placed, it cannot be canceled or refunded.

Please note: Ensure the product is brand new and unused. All returns and exchanges must be in the original packaging. 

However, these exceptions do not apply if your product is damaged or defective. In such cases, contact the customer service team, and we will work with you to find the best solution.

Exchange:

  • If you want to exchange a product, send an email to support@vocic.com to inquire about possibilities and arrangements. We will respond within one working day.
  • If you wish to return items on your own, email the return logistics number to support@vocic.com.

Ship all return items to:

RT+MATESIDE

+1（626）608-8994

231 S Pleasant Ave, Ontario, CA 91761

Please note that VOCIC is not responsible for the shipping cost of self-returns(except for returns due to quality issues).

Once the items are returned to our warehouse, our team will inspect them. If they are in new condition, we will process the refund within 3 working days.

Package Loss:

If you suspect your package is lost, email support@vocic.com with your order number and tracking number so that our customer service team can initiate a package loss claim. This claim will help recover your lost or missing package. The process will take 7 days until formal confirmation is received from the shipping company.

Refund:

When you place an order online, we authorize your credit card to ensure sufficient credit. We can only issue refunds through the original payment method used for the order. Once we process your refund, your financial institution may take an additional 3-7 working days to return the funds to you. If you have not received a refund within 3-7 days, please contact the payment institution first to verify the status of the refund. If you still have not received the refund and can confirm its absence, please contact us and provide details of the situation.