Refund policy

RETURNS

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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at contact@vuotiga.com. 

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. Please note that return shipping costs are the responsibility of the customer. To make the return process easier, we provide a pre-paid return label, but a fee of 5.10 EUR will be deducted from your final refund amount to cover shipping costs. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at contact@vuotiga.com. 

EXCHANGES
Do you want to exchange the item? We offer free returns for product 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. However, please contact our customer service (contact@vuotiga.com) first so we can arrange a free return for your exchange. Otherwise, the standard return fee will be deducted.

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.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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 note that the return shipping fee of 5.10 EUR will be deducted from the refunded amount. 

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 contact@vuotiga.com.

UNCOLLECTED PACKAGES

Failure to collect an order from a carrier’s pick-up point is not considered a return or an exercise of the statutory right of withdrawal.

If an order is returned to us due to non-collection, we will notify the customer and provide instructions on how to proceed. The customer may choose to:

1. have the order resent (new shipping costs apply), or
2. receive a refund for the returned products.

Refunds for uncollected shipments will exclude the original shipping cost and any return handling fees charged by the carrier.

If no response is received within 7 days of our notification, a refund will be processed automatically under these conditions.

CONTACT US

We value your feedback and strive to ensure your satisfaction with our products. If you have any questions or concerns, please don't hesitate to reach out to us at contact@zenviacosmetics.com. Your feedback helps us improve and serve you better.

(All personal data will be handled securely and in compliance with the General Data Protection Regulation (GDPR). For more details, please see our Privacy Policy.)