Return Policy

Last Updated: September 11, 2026

At Voreqralya, we want customers to feel confident when shopping for practical kitchen essentials.

If something is not right with your order, please review the policy below to understand when a return, refund, or other resolution may be available.

This Return Policy applies to eligible purchases made through voreqralya.com.

1. Return Eligibility

To be eligible for a return, the product should generally meet the following conditions:

  • The return request is submitted within the applicable return period
  • The item is unused or only minimally handled where reasonable for inspection
  • The product is in resalable condition
  • Original packaging is retained where applicable
  • Accessories, manuals, inserts, and included parts are returned together
  • Proof of purchase can be provided
  • The item is not listed as non-returnable

We reserve the right to review the condition of returned merchandise before approving a refund.

2. How to Request a Return

Before sending any item back, please contact our customer support team at:

Email: support@voreqralya.com
Phone: (984) 213-4255

Please include:

  • Your order number
  • Full name
  • Email address used at checkout
  • Product you wish to return
  • Reason for the return
  • Photos or videos where relevant

If the request is approved, we will provide the appropriate return instructions.

Please do not send products back without first contacting us.

3. Return Address

The company address listed below is our business information and is not automatically the return destination:

HONGKONG CTM LIMITED
SUITE 6503, 65/F, CENTRAL PLAZA
18 HARBOUR ROAD
WAN CHAI
HONG KONG

Returns must be sent only to the address provided by our customer support team after authorization.

Sending merchandise to an unauthorized address may delay processing and may prevent us from properly receiving or identifying your return.

4. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Where the return is caused by a change of mind, incorrect size selection, ordering error, or other customer-related reason, the customer may be responsible for return shipping costs.

If the product is confirmed to have arrived damaged, defective, incorrect, or incomplete due to an issue attributable to us, we will review the case and determine the appropriate resolution.

Original shipping fees are generally non-refundable unless required by applicable law or specifically approved by us.

5. Damaged or Defective Items

If your product arrives damaged or appears defective, please contact us as soon as reasonably possible.

Please provide:

  • Your order number
  • Clear photos of the item
  • Photos of the packaging where relevant
  • A description of the issue
  • Video evidence where useful

We may ask for additional information to help evaluate the claim.

Depending on the circumstances, an approved resolution may include:

  • Replacement
  • Refund
  • Partial refund
  • Other reasonable solution

6. Incorrect Items

If you receive a product different from the item or variation shown on your order confirmation, please contact us promptly.

Please provide:

  • Order number
  • Product received
  • Product originally ordered
  • Photos of the item and packaging

Once verified, we will provide instructions regarding the next available resolution.

7. Missing Items or Parts

If an item or component appears to be missing from your package, first check whether the order was shipped in multiple parcels.

Some orders may arrive separately.

If the shipment appears complete but something is still missing, contact us with your order number and relevant photos.

We will review the shipment information and assist where appropriate.

8. Non-Returnable Items

Certain products may not be eligible for return due to hygiene, safety, customization, final-sale status, or other reasons.

Examples may include:

  • Personalized or customized products
  • Gift cards
  • Final-sale merchandise
  • Products clearly marked as non-returnable
  • Products that have been used beyond reasonable inspection
  • Products damaged through misuse
  • Items missing essential parts or packaging
  • Certain hygiene-sensitive or food-contact items where return restrictions apply

Any product-specific return restrictions may also be stated on the relevant product page.

9. Kitchen Product Fit and Measurement

For organizers, racks, storage systems, sink accessories, countertop products, and similar kitchen items, customers are encouraged to confirm dimensions before ordering.

Please measure the intended space carefully and compare it with the dimensions shown on the product page.

If a product is returned because it does not fit the intended space, the return may be treated as a customer-preference return rather than a product defect.

Return shipping costs may apply in such cases.

10. Exchanges

Exchange availability depends on:

  • Product stock
  • Return eligibility
  • Requested size, color, or variation
  • Order status

In some situations, it may be faster to return an eligible product and place a new order separately.

Please contact us before requesting an exchange.

11. Refund Processing

Once a returned item is received and reviewed, we will determine whether the refund is approved.

If approved, the refund will generally be issued to the original payment method where possible.

The time required for funds to appear depends on the payment provider, bank, or card issuer.

Processing times after a refund is issued are outside our direct control.

12. Partial Refunds

A partial refund may be considered where appropriate, including situations where:

  • A returned product shows signs of use
  • Packaging or accessories are missing
  • The product is returned in a condition different from how it was received
  • Only part of a bundle or promotional set is returned
  • The item has reduced resale value

Any partial refund will be assessed based on the circumstances of the return.

13. Original Shipping Charges

Original delivery fees are generally not refundable for voluntary returns unless otherwise required by law.

If the order qualifies for free shipping, return-related shipping charges may still apply depending on the reason for return.

14. Order Cancellations

If you want to cancel an order, please contact us as soon as possible.

We may be able to cancel an order before fulfillment begins.

Once the order has entered processing, packing, fulfillment, or shipment, cancellation may no longer be possible.

If cancellation is no longer available, the order may need to be handled through the normal return process after delivery.

15. Refused or Unclaimed Packages

If a package is refused, not collected, or returned to sender because of customer-related circumstances, additional shipping or handling costs may apply.

Any refund issued in such situations may be adjusted to account for:

  • Return shipping fees
  • Carrier charges
  • Additional handling costs
  • Other reasonable costs associated with the returned shipment

16. Packages Marked as Delivered

If tracking shows that a package has been delivered but you cannot locate it, please first:

  • Check around the delivery location
  • Ask household members
  • Check with neighbors where appropriate
  • Contact the local carrier
  • Review any delivery photo or notice

If the package remains missing, contact us and provide the order number and tracking details.

We will review the available information, but we cannot guarantee a replacement or refund for every package marked as successfully delivered.

17. Promotional Orders and Bundles

If an order was purchased as part of a bundle, multi-buy offer, free-gift promotion, or other discounted arrangement, all related items may need to be returned together in order to receive the full eligible refund.

If only part of the promotional order is returned, the refund amount may be recalculated based on the value of the items retained.

Free promotional items may also need to be returned.

18. Product Use and Customer-Caused Damage

Returns may be declined where damage results from:

  • Improper use
  • Excessive force
  • Incorrect assembly
  • Failure to follow care instructions
  • Exposure to unsuitable temperatures
  • Misuse with food, heat, water, or chemicals
  • Unauthorized modification
  • Ordinary wear and tear

Kitchen products should always be used according to their intended purpose and any instructions provided.

19. Inspection of Returned Products

Returned items may be inspected before a refund is approved.

During this review, we may consider:

  • Product condition
  • Signs of use
  • Missing components
  • Packaging condition
  • Damage
  • Whether the return matches the approved request

If the returned item does not meet the applicable eligibility requirements, we may reduce or decline the refund where permitted by law.

20. Chargebacks and Payment Disputes

If you experience a problem with an order, we encourage you to contact us first so we have an opportunity to assist.

Submitting a payment dispute does not automatically replace the return process.

Where a chargeback or payment dispute is opened, we may provide the relevant transaction, shipping, and communication records to the payment provider as part of the review.

21. Consumer Rights

Nothing in this Return Policy is intended to limit rights that cannot legally be excluded under applicable consumer protection law.

If local law gives you additional mandatory rights relating to returns, refunds, defective products, or cancellations, those rights will continue to apply.

22. Policy Changes

We may revise this Return Policy from time to time to reflect changes in:

  • Store operations
  • Fulfillment practices
  • Product categories
  • Legal requirements
  • Customer service procedures

The version posted on voreqralya.com with the most recent “Last Updated” date will apply to future transactions unless applicable law requires otherwise.

Contact Us

If you have questions about a return, refund, damaged item, or order issue, please contact:

Voreqralya

Email:
support@voreqralya.com

Phone:
(984) 213-4255

Website:
voreqralya.com

Operating Company:
HONGKONG CTM LIMITED

Company Address:
SUITE 6503, 65/F, CENTRAL PLAZA
18 HARBOUR ROAD
WAN CHAI
HONG KONG