Refund policy
Return and Refund Policy
Last Updated: 15/12/2024
At Gabrielle's Vault, we strive to ensure our customers are satisfied with their purchases. Please read our Return and Refund Policy carefully to understand your rights and obligations.
1. Returns and Exchanges
We accept returns and exchanges within 14 days of the delivery date for items that are unused and undamaged. To be eligible for a return or exchange, the item must be in the same condition that you received it, and in its original packaging.
Please note:
- No returns, exchanges, or refunds will be processed if the 14-day period has elapsed.
2. Damaged or Defective Items
If you receive an item that is damaged or defective, please contact us immediately. We require photo and video proof of the damage or defect to process your return or exchange. Upon receiving and verifying the proof, we will provide instructions on how to return the item.
3. Cancellation Policy
Orders cannot be cancelled after 24 hours from the time they were placed. After this period, all orders are processed and shipped, and we can no longer accommodate cancellation requests.
Cancelled orders are subject to a €10 cancellation fee, regardless of the reason. This fee will be deducted from your refund amount and is applied to cover transaction and processing fees associated with the original payment.
If your cancellation request is made within 24 hours, please contact us immediately with your order number. We will confirm whether the order can still be cancelled and issue the appropriate refund minus the cancellation fee.
4. Proof of Reasoning
To initiate a return, exchange, or refund, you must provide photo and video proof of the item and the reason for the return. Without this proof, we cannot process your request.
5. Shipping Costs
We are not responsible for any shipping costs associated with returns. All return shipping costs must be covered by the customer.
Additionally, if you are returning an item from outside the European Union (EU), any customs fees or import charges must also be paid by the customer. If these fees are not covered, the package will not be accepted and will be returned to sender, as we already covered customs fees during the original shipment to you.
Use a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
6. How to Initiate a Return or Exchange
To initiate a return or exchange, please contact our customer service team at gabriellesvault@gmail.com with your order number and the required proof of reasoning. Our team will provide you with further instructions.
7. Contact Us
If you have any questions about our Return and Refund Policy, please contact us at gabriellesvault@gmail.com.