Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
Especially, in the EU you have the right to return these purchases within 14 days for a full refund. You can do so for any reason – even if you simply changed your mind.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
The 14-day “cooling off” period does not apply to all purchases. Some of the exemptions are:
Several types of goods are exempt from being returned:
- Gift cards
- Individual, custom and modified projects as well as made to measure clothes cannot be returned or exchanged.
- Downloadable software products
- Online digital content, if you have already started downloading or streaming it (ex. ebooks)
- Some health and personal care items
- Sealed audio, video or computer software, such as DVDs, which you have unsealed upon receipt.
Please note that this list is not exhaustive.
The “cooling off” period expires 14 days after the day you received your goods. If the cooling off period expires on a non-working day, your deadline is extended till the next working day.
To complete your return, we require a receipt or proof of purchase. You must tell us that you want to cancel the purchase.It is not enough to just send the goods back. You can inform us and send back the goods at the same time, for example, by adding a written statement with the goods that you are returning by post, or by sending a fax or e-mail.
You must send the unused goods back within 14 days of informing us. You have to pay the costs of returning the goods.
There are certain situations where only partial refunds are granted:
- Book with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
All the complaints concerning courier services must be directed to the customer service of a certain carrier. However, Vertical Wise offers its help in complaints making.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days of receipt of your cancellation. This refund will include any shipping charges you paid when you made your purchase.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to:
10-12 Victoria Square
Athens Greece 10434
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to:
10-12 Victoria Square
Athens Greece 10434
You will be responsible for paying for your own shipping costs for returning your item.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.