We hope you are 100% satisfied with your purchase!
You may return your new Vero purchase in its original packaging and condition within 14 days of receipt. Vero reserves the right to refuse returned items that are not in their original condition for the following reasons (but not limited to): missing original packaging, item packed differently from how it was received, missing components, visible cause by the customer or incorrect packaging. The customer is responsible for any shipping charges associated with returning an item to our warehouse. Please contact our customer team to request a return at email@example.com . Make sure to include your order number as well as reason for the return.
If your order has been returned to our warehouse due to failed delivery attempts, you can request a refund minus the accumulated order charges, or we can reship your order once you have paid the return shipping costs.
We do not offer direct exchanges. Orders can be changed by returning a refund and submitting a new order.
Wrong or damaged orders
If you think there is an issue with your Vero product or if something is missing from your order, we are here to help you resolve the situation as quickly as possible!
Please, start by filing a claim here and submit the following information:
- Order number: EX. WEB1000
- Photo of the damaged item, outer packaging and shipping label
- Item no. / Product SKU: EX. D1-FP-C 01
Please hold on to all packaging and products while we review your request.
Be sure to check all packages upon delivery! Report any visible damage directly to the courier before signing for delivery. Make sure it is noted on the delivery receipt and signed by the courier. Take photos of visible damage to document potential problems.
Note: Delivered goods need to be checked for potential delivery damage within 48 hours of delivery. This also includes deliveries for projects with more distant installation data. Make sure to report any complaints within this 48-hour period. We reserve the right to reject claims submitted beyond this limit (this does not apply to warranty claims).
Lost and stolen packages
If your tracking information shows that your package was delivered but you have not received it, please contact our customer team at firstname.lastname@example.org .
Note: We do not take responsibility for lost / missed packages which communicates successful delivery to the order address.
TERMS OF RETURN
Our policy has a 15-day return period. If 30 days have gone by since the date of purchase, unfortunately we can't offer you any refunds or exchanges.
In order for it to be eligible for return, the item must be intact and in the same condition in which you received it. It must also be in its original packaging.
Returns are excluded for various types of goods. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. Also do not accept the return of intimate or health products, hazardous materials and flammable liquids or gases.
Additional items for which returns are excluded:
* Gift Vouchers
For return purposes, we require a receipt or proof of purchase.
In some cases, only partial refunds are granted (if applicable):
* Book with signs of use
* Any item that is not in its original state, is damaged or with missing parts due to causes unrelated to our error.
* Any item returned 30 days after delivery
Refunds (if applicable)
Once your return has been received and inspected, we will send you an email to let you know that the item has been received. We will also notify you of the approval or rejection of your refund request.
If your request is approved, the refund will be processed and a credit will automatically be applied to your original card or payment method within a certain number of days.
Late or outstanding refunds (if applicable)
If you haven't received a refund yet, first double check your bank account.
Then contact the credit card company; It may take some time for the refund to be formally registered.
Then contact your bank. There is often some processing time for registering for a refund.
If you have already followed these steps and you have not yet received your refund, write to us at the following address: email@example.com .
Sale items (if applicable)
Only full priced items can be refunded. Unfortunately, no refunds are possible for items on sale.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need an exchange with the same item, send us an email to firstname.lastname@example.org and send the article to the following address: Via Lecce 86 73013 Galatina LE Italy.
If at the time of purchase the item was marked as a gift and shipped directly to you, you will receive a voucher corresponding to the value of the return. Upon receipt of the return item, the gift certificate will be sent to you by post.
If the item was not marked as a gift at the time of purchase, or if the gift giver had the order shipped to be delivered to you in person, we will send a refund to the gift giver and they will know of your return.
To make a return, send the product to the following address: Via Lecce 86 73013 Galatina LE Italy.
The shipping costs for the return of the item will be at your expense. Shipping costs are non-refundable. If you receive a refund, the return shipping costs will not be included in the refund.
Depending on the country you live in, the time it takes for your product to be delivered may vary.
If you need to ship an item with a shipping value of more than € 75, consider using a trackable service or insuring the shipment. We do not guarantee that we will receive the returned item.