Refund policy
Return & Refund Policy
Last updated: [INSERT DATE]
This Return & Refund Policy applies to purchases made through Voya.
Store:
Voya
Website operator:
Valentin Luger
Schöneicherstraße 14F
13055 Berlin
Germany
Email:
validemadethis@gmail.com
Phone:
+43 652 32 31 39
1. Return period
Customers may request a return within 14 days after receiving their order, unless a longer period is required by applicable law.
For customers located in the European Union, the statutory right of withdrawal applies. Please also see our Right of Withdrawal policy.
2. How to request a return
To request a return, contact us at:
validemadethis@gmail.com
Please include:
- Your order number
- Your full name
- The email address used for the order
- The reason for the return
- Photos or videos if the product is damaged, defective or incorrect
Please do not send any product back before contacting us and receiving return instructions.
3. Return address
Returns must be sent to the return address provided by us after return approval.
Depending on your location and the type of return, the return address may differ. Do not send returns to the manufacturer or supplier unless we specifically instruct you to do so.
4. Condition of returned products
Returned products should be in a clean, complete and reasonably unused condition, including all parts and accessories.
Customers may inspect the product in the same way they would be allowed to inspect it in a physical store.
If the product is used beyond what is necessary to inspect it, we may reduce the refund to reflect the loss in value, where legally permitted.
5. Return shipping costs
For normal returns or withdrawal where the product is not defective, the customer is responsible for return shipping costs, unless applicable law requires otherwise.
If the product is defective, damaged on arrival or incorrect, we will provide a legally appropriate solution, which may include replacement, refund or reimbursement of reasonable return costs where required.
6. Refunds
After receiving and inspecting the returned product, or after receiving valid proof of return shipment where legally required, we will process the refund.
Refunds are usually issued to the original payment method.
For EU consumers exercising their right of withdrawal, refunds will be processed within 14 days in accordance with applicable law. We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods.
7. Non-refundable costs
Shipping costs, customs fees, import duties, payment fees or other third-party charges may not be refundable unless required by applicable law or unless the return is caused by our error.
8. Damaged, defective or incorrect products
If your order arrives damaged, defective or incorrect, contact us as soon as possible at:
validemadethis@gmail.com
Please include photos or videos showing the issue.
We may offer a replacement, refund or another solution depending on the situation and applicable law.
9. Lost packages
If your package appears lost, please contact us. We will review the tracking information and work with the shipping provider or fulfillment partner.
If the package is confirmed lost, we may offer a replacement or refund depending on the case and applicable law.
10. Refused deliveries and incorrect addresses
If a package cannot be delivered because the customer provided an incorrect or incomplete address, refused delivery or failed to collect the package, additional shipping costs may apply.
Refunds in such cases may be reduced by shipping, return or handling costs where legally permitted.
11. Contact
For all return and refund questions, contact:
Voya
Email:
validemadethis@gmail.com