Buyer protection

This is the foundation everything else rests on. Even though the seller is in China, your contract is with Veean UK Ltd. You are not asked to enforce your rights against a company on the other side of the world, in another language and another legal system.

It also means UK consumer law applies to your order as it would to anything bought on a high street — not as a courtesy we extend, but because it is the law that governs the sale.

Under the Consumer Rights Act 2015, goods must be:

• Of satisfactory quality — not faulty or damaged when you receive them.
• Fit for purpose — suitable for what they are sold to do, and for any purpose you told us about before buying.
• As described — matching the listing, the photos and any sample or model shown.

If goods fail any of those tests, you can reject them within 30 days of delivery for a full refund. After that you are entitled to a repair or replacement, and to a refund if that does not resolve it.

Separately, the Consumer Contracts Regulations 2013 give you 14 days from delivery to change your mind on most items, for any reason at all. Veean extends that to 30 days as a matter of policy.

When you pay, the seller does not receive the money. Veean holds it and releases the seller’s share only after the order has been fulfilled and the period for problems has passed.

That is the practical difference between a marketplace that can refund you and one that has to ask a seller abroad to co-operate. If something goes wrong, the funds are still with us.

Goods travel at our risk until they are delivered to you. A parcel lost in transit is our problem, not yours — you are entitled to a replacement or a refund.

Start by messaging the seller from the order in the app, so they can chase the carrier. If it does not move, email support@veean.app with the order number.

Open the order in the app and start a return. Choose the reason that fits — wrong item, damaged or defective, does not fit, or changed your mind — and describe what happened. Photographs help, and you can send them to the seller in the order’s message thread.

Where the fault is ours or the seller’s, you should not be out of pocket for sending it back. The full procedure, including who pays return postage in each case, is in returns and refunds.

Refunds go back to the payment method you used. The VAT you paid is refunded with the item, and where you return a whole order the standard delivery charge is refunded too.

We aim to process a refund within 14 days of the returned goods reaching us. How quickly it then shows on your statement is down to your bank.

Every seller is a registered business, identity-checked and verified against its business licence before any listing goes live. Sellers also agree to platform rules on counterfeits, restricted goods and product safety, and we can suspend or remove a seller who breaks them.

If you believe a listing is counterfeit or unsafe, report it — see report a violation.

Where a seller and a buyer disagree, our team can review the order, the messages and the evidence from both sides and decide the outcome. That process, and what to do if you disagree with the result, is set out in disputes and appeals.

Using it does not take away any of your legal rights, and it does not stop you raising the matter with your card provider or taking it further.