Política de reembolso
Vecino Custom Refund, Exchange, and Return Policy
Vecino Custom ensures customer satisfaction for products that were purchased from our online store. The Refund, Exchange, and Return Policy explains how Vecino Custom handles requests related to these matters.
Conditions for Refunds, Exchanges, or Returns
-
Damaged or defective product: If the product received is damaged or defective, the customer may request a refund, exchange, or return.
-
Order error: If Vecino Custom sends a product different from the one ordered, the customer may request an exchange or return.
-
Order cancellation:
-
For customized products, due to their nature, cancellations are only accepted within 24 hours after the order is placed.
-
Even if the design review has already been completed, cancellation is only possible within this 24-hour window and will incur a €10 fee deduction.
-
However, if the order is already in production, cancellation and refund will not be possible, even if requested within the first 24 hours.
-
For non-customized products, the customer may request a refund, exchange, or return, provided the product is sealed and unused.
-
-
Non-delivered item due to shipping issues: If the product is returned because the carrier was unable to deliver or due to an incorrect delivery address, Vecino Custom will hold the product for up to 30 days. After this period, the product will be destroyed. In such cases, reshipping costs will be charged to the customer, varying by country.
Refund, Exchange, or Return Procedure
Customers who wish to request a refund, exchange, or return must contact Vecino Custom by email or phone, providing the order number and reason for the request. Vecino Custom will evaluate each request and inform the customer if it has been accepted, reserving the right to decline any request.
If the request is accepted, the refund will be processed within 14 days after confirmation. Refunds will be made using the same payment method used by the customer at purchase.
If cancellation is requested within 24 hours but the design review has already been completed, cancellation is still possible within this 24-hour period but a €10 fee will be deducted from the refund.
However, no refunds will be issued for customized orders that have already been produced, even if the request is made within the initial 24 hours.
Product Exchanges
Vecino Custom only accepts exchanges for sealed and unused products, in accordance with European legislation. Customers wishing to exchange a product should contact Vecino Custom by email or phone, providing the order number and reason for exchange. Vecino Custom will inform the customer if the exchange is possible and provide instructions.
Exceptions to this Policy
Refund, exchange, or return requests will not be accepted for:
-
Products opened or used by the customer.
-
Products damaged by the customer.
-
Products purchased during promotions or sales.
-
Made-to-order or personalized products (except for cancellations as described above within 24 hours, unless the order has already been produced).
Shipping Fee Policy
If the customer cancels an order already in transit or regrets the purchase after receiving it, provided all items are sealed and unused, the shipping fee will be deducted from the refund.
Policy Updates
Vecino Custom may update this Refund, Exchange, and Return Policy periodically. The latest version will always be available on Vecino Custom’s online store.
This policy is governed by European laws.