Refund policy

If you are not satisfied with your purchase and wish to return an item, please contact us at soporte@victoriovalentini.com, indicating the order number and the reason for your return. Please note that you have a period of 14 days from receipt of your order to make the return, after this time, your product will not be accepted for return. "According to Art 44 of Law 7/1996 of 15 January 1996 on the regulation of retail trade, modified by Law 47/2002 of 19 December 2002". If you decide to return an order, you will be responsible for the shipping costs. Our Victorio Valentini® customer service team will review the return request and send you further instructions if the return is approved. Returned items must be in their original packaging, including any accessories and documentation. Returned items must be unused, in the same condition in which we sent them to you, and in their original packaging. Stains, folded cards, broken stamps or torn plastic sheets will not be accepted. If the condition of the product sent back to us is not in acceptable condition, we reserve the right not to return or exchange it. Products that have been personalised cannot be refunded or exchanged. Non-returnable items include items purchased through retailers, incorrect products purchased and products damaged due to mishandling by customers. Victorio Valentini reserves the right to refuse any returns. WHAT DO I DO IF THE PRODUCT RECEIVED IS DAMAGED OR INCORRECT? Please contact our customer service team at soporte@victoriovalentini.com to initiate the return process. Please include the following information: · Order Number. · Proof of Purchase. · Video or photo of the product to be returned (if applicable). · Complete shipping address. · Telephone number. In some cases, you may be asked to include a video or photo of the defective product. If you meet the refund requirements, you will be given a gift card with no expiry date for the amount of your purchase, to be used at your convenience. This gift card will be sent to you by email. If you have any questions about using the gift card, please do not hesitate to contact us. HOW LONG DOES THIS PROCESS TAKE? Returns can take up to 14 working days to process from the day we receive your return. We will send you an email to confirm once your return has been processed. For returned items, a full refund will be credited for the returned products. For non-defective items, the refund excludes all shipping and handling charges. WHEN WILL I RECEIVE MY REFUND? All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 14 working days of receipt of the returned item or cancellation request. Please contact your card-issuing bank if you have any questions about when the credit will be credited to your account. If you have not yet received a credit for your return, here's what to do: Contact the bank or credit card company. It may take some time before the refund is credited to your account. HOW CAN I CHANGE OR CANCEL AN ORDER? We allow you to change the details of an order or cancel an order within 1 hour of purchase. Once that time has passed, your order has already been processed and your shipping order executed and therefore we will not be able to cancel it. To do this send an email to our address soporte@victoriovalentini.com indicating your order number and your purpose, our team will be happy to help you.