Refund policy

VAILLANT

Refund and Returns Policy

1. Return Window

VAILLANT accepts returns within 14 calendar days of the confirmed delivery date. This period begins on the date the carrier confirms delivery. Full-price items are refunded. Sale and discounted items are returned against a credit note only.

2. Conditions for Return

To be eligible for a return, items must meet all of the following conditions:

  • Unused and in original, sellable condition
  • All original tags attached and intact
  • Original packaging included
  • Not a final sale, pre-order, waiting list, swimwear, underwear or lingerie item

3. Non-Returnable Items

The following are not eligible for return under any circumstances:

  • Items marked as final sale
  • Pre-order and waiting list items
  • Swimwear
  • Underwear and lingerie
  • Items showing signs of use, alteration, or damage caused by the customer

4. Sale and Discounted Items

Items purchased on sale or at a discount are not eligible for a refund. They may be returned within the same 14 calendar days and under the same conditions for a credit note, valid on vaillantstudio.com, for the amount paid for the item.

5. Exchanges

To exchange an item for another size or colour, email commercial@vaillantstudio.com with your order number within 14 calendar days of delivery. Exchanges are subject to availability. If the requested item is unavailable, the return is processed as a refund for full-price items or a credit note for sale and discounted items.

6. How to Return

Orders delivered within Europe:

A pre-paid return shipping label is included inside every European package. Use this label to return your order in full or partially.

International orders (including the United Kingdom):

Return shipping is at the customer’s expense. To initiate a return, email commercial@vaillantstudio.com with your order number and the items you wish to return. We will confirm and provide instructions within 2 to 3 business days.

7. Refund and Credit Note Processing

Refunds and credit notes are processed once the returned item has been received and inspected. Please allow 5 to 10 business days for a refund to appear on your original payment method after inspection. Credit notes are sent by email. Shipping fees are non-refundable.

8. Statutory Right of Withdrawal

In accordance with French consumer law (Article L221-18, Code de la consommation), EU customers have a statutory right of withdrawal of 14 days from the date of delivery. This right does not apply to sealed goods unsealed after delivery where hygiene is a concern.

To initiate a return or an exchange: commercial@vaillantstudio.com. Always include your order number.

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