Refund policy

At VOSSILO™, we want you to feel confident in your purchase. This policy explains our voluntary 30-day return period, how to report damaged or faulty products, and the statutory rights that may apply to your order.

Nothing in this policy limits any mandatory consumer rights available under the law applicable to your purchase.

1. Our 30-Day Return Policy

You may request a return within 30 calendar days from the date you, or a person designated by you other than the carrier, receives the relevant item.

To qualify under our voluntary return policy, the item must:

  • be returned with all original parts, accessories, manuals and promotional items supplied with it;

  • be clean, dry and safe to handle;

  • include the original packaging where reasonably possible; and

  • be accompanied by your order number, receipt or other proof of purchase.

You may inspect the item only to the extent reasonably necessary to establish its nature, characteristics and operation. If the item has been handled or used beyond what is reasonably necessary for that purpose, we may reduce the refund to reflect any actual loss in value, where permitted by applicable law. Products that are materially altered, deliberately damaged, incomplete or affected by misuse are not eligible under our voluntary return policy. This does not limit your rights if the item was faulty or not as described when supplied.

2. How to Request a Return

Before sending an item back, email vossilo@outlook.com with the subject line “Return Request – Order [your order number]” and include:

  • your full name;

  • your order number and the email address used for the order;

  • the item you wish to return; and

  • for damaged, faulty or incorrect items, a brief description of the issue and any clear photographs or video reasonably available to you.

You do not need to provide a reason when exercising a statutory right of withdrawal.

If the return is eligible, we will send you confirmation, a return reference and the applicable return instructions. Returns must be sent to:

[INSERT FULL RETURN ADDRESS, INCLUDING COUNTRY]

Please do not send a return to any address printed on the original parcel unless we have confirmed in writing that it is the correct return address. Sending an item without the correct return reference or to an unauthorised address may delay processing, but it will not invalidate any mandatory statutory right.

After your request is accepted, please dispatch the item within 14 calendar days, unless we confirm a different period in writing. We strongly recommend using a tracked service and retaining your postage receipt until the return has been completed.

3. Return Shipping Costs

For a change-of-mind return, you are responsible for the direct cost of returning the item, unless we agree to cover that cost or applicable law requires otherwise. If we offer a prepaid return label, we will tell you before you use it whether its cost will be deducted from your refund.

If the item is faulty, damaged in transit or different from what you ordered, VOSSILO™ will cover the reasonable and necessary return costs and will provide instructions before the item is sent back.

For voluntary returns requested after any mandatory statutory withdrawal period has expired, original delivery charges are not refundable unless the return results from our error or applicable law provides otherwise.

4. Damaged, Faulty or Incorrect Items

Please inspect your order after delivery and contact us as soon as reasonably possible if the item is damaged, faulty, incomplete or incorrect. Reporting visible transit damage within 48 hours can help us investigate the matter with the carrier, but missing that period does not remove any mandatory legal rights.

We may request reasonable evidence, such as photographs or a short video, to understand the issue. Depending on the circumstances and applicable law, the appropriate remedy may be repair, replacement, a price reduction or a refund. Remedies for a qualifying lack of conformity will be provided without charge as required by law.

5. Items That Cannot Be Returned

The following items are not eligible under our voluntary return policy, except where mandatory law provides otherwise:

  • products made to your specifications or clearly personalised;

  • gift cards; and

  • sealed products that are genuinely unsuitable for return for health protection or hygiene reasons, once the hygiene seal has been removed after delivery, but only where this legal exception applies and was clearly disclosed before purchase.

Discounted or sale items are subject to the same statutory rights as full-price items. Any lawful exception applicable to a particular product will be clearly identified before purchase.

These exclusions do not remove your rights where an item is faulty, unsafe, damaged or not as described.

6. Bundles, Multi-Buy Offers and Promotional Gifts

If you return only part of a bundle or multi-buy promotion, the refund may be recalculated to reflect the price that would have applied to the items you keep, provided that this pricing condition was clearly disclosed when you placed the order and is permitted by applicable law.

Any promotional gift supplied on the condition of purchasing a particular item must also be returned. If it is not returned, we may deduct its clearly disclosed value from the refund where permitted by law.

7. Exchanges

We do not currently process direct exchanges. The fastest way to obtain a different item is to return the original item and, once the return has been accepted, place a new order separately.

8. Refunds

We will notify you after receiving and inspecting your return and will confirm whether the refund has been approved, whether any lawful deduction applies, and the amount to be refunded.

For returns made under our voluntary 30-day policy after any mandatory withdrawal period has expired, approved refunds will normally be issued to the original payment method within 10 business days after inspection.

Your bank, card issuer or payment provider may require additional time to make the refund visible in your account. If 15 business days have passed since we confirmed that a refund was issued, contact vossilo@outlook.com.

Unless you expressly agree otherwise, refunds will be made using the same payment method used for the original purchase and will not incur a fee from VOSSILO™.

9. European Union Right of Withdrawal

If you are a consumer in the European Union and the relevant consumer law applies to your purchase, you generally have a statutory right to withdraw from an online purchase within 14 calendar days without giving a reason. For goods, that period generally begins when you, or a third party designated by you other than the carrier, receives physical possession of the goods.

To exercise this right, send us an unequivocal statement of your decision to withdraw before the 14-day period expires. You may email vossilo@outlook.com or use the model withdrawal form at the end of this policy. You must then return the goods without undue delay and no later than 14 calendar days after communicating your withdrawal.

If you withdraw from the entire order, we will reimburse payments received from you, including the cost of our least expensive standard delivery option. We do not have to reimburse any additional amount resulting from your choice of a more expensive delivery method. You are responsible for the direct return cost where we informed you of that responsibility before purchase, unless we agree to bear it.

We will make the reimbursement without undue delay and no later than 14 calendar days after being informed of your decision to withdraw. We may withhold reimbursement until we have received the goods or you provide evidence that they have been sent back, whichever occurs first.

You are responsible only for any reduction in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. The lawful exceptions to the right of withdrawal, including the exception for certain sealed hygiene-sensitive goods after unsealing, continue to apply.

Our voluntary 30-day return period extends the time in which an eligible return may be requested. It does not replace or restrict the statutory 14-day right or any more favourable mandatory right available to you.

10. Legal Guarantee for Faulty Goods

The 30-day return period is separate from the legal guarantee that may apply to faulty or non-conforming goods. Under European Union rules, consumers receive a minimum two-year legal guarantee, with longer periods applying in some countries. Where Spanish consumer law applies, VOSSILO™ is responsible for qualifying lack of conformity that exists at delivery and becomes apparent within three years of delivery, subject to the conditions and remedies established by law.

The legal guarantee may entitle you, as applicable, to have the item repaired or replaced free of charge or, where the legal requirements are met, to receive a price reduction or terminate the contract. It does not cover normal wear and tear, accidental damage, misuse, failure to follow the supplied instructions or unauthorised modification.

11. Order Cancellations

If you wish to cancel an order before dispatch, contact us as soon as possible at vossilo@outlook.com. We will try to stop fulfilment, but we cannot guarantee cancellation once processing or dispatch has begun. If the order has already been dispatched, you may use the applicable return or withdrawal procedure after delivery. This section does not limit any statutory cancellation right.

12. Contact Details

VOSSILO™ is operated by:

Legal business name: VOSSILO
Email: vossilo@outlook.com

Model Withdrawal Form

Complete and send this form only if you wish to withdraw from the contract. You may also send any other clear statement communicating your decision to withdraw.

To: [INSERT LEGAL BUSINESS NAME], [INSERT FULL LEGAL BUSINESS ADDRESS], vossilo@outlook.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

Order number:
Goods:
Date ordered:
Date received:
Consumer’s full name:
Consumer’s address:
Consumer’s signature: (only if this form is submitted on paper)
Date: