Disputes & Appeals

Most problems are resolved fastest by the person on the other end of the order. Open the order in the Veean app and message the seller: say what is wrong and what you would like done about it. Photographs help.

The message thread stays attached to the order, so if it later comes to us we can read the whole exchange rather than asking you to explain it again.

Please allow a reasonable time for a reply. Sellers are in China and work several hours ahead of UK time.

You can escalate to us where:

• The seller has not replied within a reasonable time
• You and the seller cannot agree on what should happen
• An agreed refund, replacement or return has not actually been carried out
• The matter is serious — counterfeit goods, an unsafe product, or suspected fraud

Email support@veean.app with your order number and a short account of what has happened. We aim to acknowledge within one working day.

A member of our team reviews the order, the message thread, the listing as it appeared when you bought, the tracking, and any photographs or documents either side has provided. Where something is missing we will ask for it, and we will ask the seller for their account before deciding.

Decisions are made on the evidence and on what UK consumer law requires. Where the evidence is genuinely balanced, we resolve in favour of the consumer — the party who cannot inspect the goods before buying and did not control how they were described or packed.

We aim to reach a decision within five working days of having what we need from both sides.

Depending on what happened, we may:

• Refund you in full, with or without requiring a return
• Refund part of the order, where that is the fair outcome
• Arrange a replacement or a repair
• Arrange and pay for return postage where the fault is not yours
• Decide that no refund is due, and explain why

Both parties are told the outcome and the reason for it. Where a refund is due, it is processed by Veean to your original payment method — you do not have to collect it from the seller.

If you disagree with the outcome, reply to the decision within 14 days and tell us why. Say specifically what you think was wrong: evidence that was not considered, a fact we got wrong, or information you can now provide that you could not before.

An appeal is reviewed by someone who was not involved in the original decision. We aim to respond within five working days. An appeal decision is our final answer on the matter.

Where we remove a listing, hold a payout or suspend a seller account, we will tell the seller what has been actioned and why.

A seller may respond within 14 days, at sellers@veean.app, setting out what they believe was wrong and providing any evidence — authorisation to sell the goods, conformity documentation, proof of dispatch. The review is carried out by someone not involved in the original decision.

Where the decision is reversed, listings are reinstated and any held payout is released. Where it stands, the seller is told why. Payouts held pending a decision are held, not forfeited — money owed for orders that were fulfilled correctly is paid.

Removals for counterfeit goods or safety breaches may take effect immediately, before a response is received. That is deliberate: the risk of leaving such a listing up while it is discussed sits with buyers, not with us.

This process is a service we offer, not a condition of your legal rights. Nothing here requires you to use it before doing anything else, and nothing here limits what you are entitled to.

You remain free at any point to raise the matter with your card provider or bank, to seek advice from Citizens Advice or your local Trading Standards service, or to bring a claim in court. Your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 apply in full regardless of the outcome of any process described on this page.

If we cannot resolve a complaint between us, you may be able to refer it to an alternative dispute resolution provider. Details of any scheme we participate in: [TODO: ADR scheme, if any].

Our registered company details, for the purposes of any formal complaint or legal correspondence, are on the Company Details page.