Refund policy

Effective Date: 1st of January 2025

At Vantares, we are dedicated to providing high-quality products and exceptional service to ensure that our customers have a great experience shopping with us. We understand that sometimes an item may not meet your expectations or may not be suitable for your needs, which is why we offer a 30-Day Guarantee on all purchases made through our platform. Below, you will find the full details of how this policy works, how to initiate a return, and what conditions apply to ensure you get the best possible outcome if you're not fully satisfied with your purchase.

Eligibility for the 30-Day Guarantee

This guarantee is applicable to all items purchased from Vantares within 30 calendar days from the date of receipt. If, for any reason, you are not completely satisfied with your order, you are entitled to return the item or request a refund under the conditions outlined in this policy.

To be eligible for the return and refund process, please ensure that:

  • The return is initiated within 30 days of receiving your order.
  • The product meets all conditions for return (as specified below in the "Return Process" and "Condition of the Item" sections).

Return Process

  1. Notification
    To begin the return or exchange process, please contact our customer support team within 30 days of receiving your order. You can reach us in the following ways:

    Please provide the following details when contacting us:

    • Your order number.
    • The item(s) you wish to return or exchange.
    • A brief reason for the return or exchange request.

  2. Return Authorization (RA)
    After we receive your return request, our team will provide you with a Return Authorization (RA) number. This RA number is required for all returns and helps ensure the process is completed smoothly. Along with the RA number, we will send you detailed instructions on how to return your item(s), including any specific steps you must take for packaging, labeling, and shipping the return.

  3. Condition of the Item
    In order to be eligible for a return or refund, the item(s) must be in original condition. This includes:

    • The original packaging.
    • Any accessories or free gifts that came with the product.
    • Any documentation such as instruction manuals or warranty cards.

    Please note that items that are used, damaged, or missing parts may not be eligible for return or refund. It’s essential that the item(s) are returned in a condition suitable for resale, unless the return is due to an error on our part (e.g., defective item, incorrect product shipped).

  4. Return Shipping
    The customer is responsible for the cost of return shipping, unless:

    • The return is due to a defective item, incorrect product shipped, or any other error on our part. In such cases, we will cover the return shipping costs.
    • We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of the returned items without tracking.

Refunds and Exchanges

  1. Refunds
    Once we receive your returned item(s), we will inspect them to confirm that they meet the conditions for return. If everything is in order, we will issue a full refund to your original payment method.

    • Please note that refunds may take up to 10 business days to process, depending on your payment provider or bank.
    • If the return is incomplete, used, or in an unacceptable condition, we may offer a partial refund or decline the return request altogether.

  2. Exchanges
    If you prefer to exchange an item for a different product, we will assist you with the exchange based on product availability. Please keep in mind:

    • Additional shipping fees may apply depending on the new item’s price, size, or weight.
    • The exchange will only be processed once we have received the returned item and confirmed that it meets the conditions for return.

Exclusions

Please note that the 30-Day Guarantee does not apply to the following items:

  • Items purchased from the clearance or final sale sections, which are final and non-returnable.
  • Custom or personalized items, as these are made specifically for you and cannot be returned.
  • Perishable goods or items with an expiration date, such as certain beauty or skincare products, cannot be returned for safety and hygiene reasons.

Non-Refundable Charges

Certain charges are non-refundable under this policy, including:

  • Shipping fees incurred during the original purchase (unless the return is due to an error on our part).
  • Handling charges and extra services such as gift wrapping or customization.
  • If you were charged for special shipping methods (e.g., expedited shipping), these fees are non-refundable.

Customer Support

We want to ensure your satisfaction with every purchase, and our customer support team is always available to assist you with any questions or concerns regarding this policy. Please don’t hesitate to reach out to us via:

Our dedicated support team is available Monday to Friday from 9 AM to 5 PM (CET). We aim to respond to all inquiries within 1-5 business days.