Refund policy
RETURN & REFUND POLICY
We hope you are delighted with your Vio’s Shop purchase. If for any reason you are not completely satisfied, please read our Return & Refund Policy below.
European Union Customers – Right of Withdrawal
If you are a consumer residing in the European Union, you have the right to withdraw from your purchase within 14 days from the date you receive your order, in accordance with applicable EU consumer protection legislation.
To exercise your right of withdrawal, please contact us within the 14-day period at vioshop@vioscooking.com , clearly stating your intention to return your order.
Once you have notified us, the product must be returned within 14 days.
Items must be returned unused, in their original condition and, where possible, in their original packaging.
Customers Outside the European Union
For orders shipped outside the European Union, including the United States, returns are accepted within 14 days of delivery, subject to the eligibility conditions set out below, unless otherwise required by applicable local law.
Customers are responsible for checking any customs duties, taxes or other charges that may apply to international returns.
Items Not Eligible for Return
We cannot accept returns for:
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Personalised/Customised or Made-to-Order Products;
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Items that have been Used, Altered, Damaged or are not in their original condition due to circumstances not attributable to Vio’s;
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective or incorrect, please contact us as soon as possible at vioshop@vioscooking.com , including your order number and photographs of the item and packaging.
We will review the issue and arrange an appropriate solution in accordance with applicable consumer law.
Refunds
Once we receive and inspect your return, we will notify you by email.
If the return is approved, your refund will be issued to your original method of payment.
For EU consumers exercising their statutory right of withdrawal, refunds will be made within the time limits required by applicable law. We may withhold reimbursement until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.
Where required by applicable law, the refund will also include the cost of the least expensive standard delivery method offered for the original order. Additional delivery costs resulting from choosing a more expensive shipping method are not refundable.
Please note that your bank or credit card provider may require additional processing time before the refund appears in your account.
Return Shipping
Unless the product is defective, damaged or incorrect, return shipping costs are the responsibility of the customer.
We strongly recommend using a trackable and insured shipping service for international returns. Vio’s cannot be responsible for returned parcels that are lost or damaged in transit.
For returns from outside the European Union, any customs duties, import/export charges, taxes or other costs associated with the return are the responsibility of the customer, unless otherwise required by applicable law.
Please contact us before returning any product so that we can provide the appropriate return instructions.
Exchanges
We do not guarantee direct exchanges.
If you wish to replace an item, please contact us at vioshop@vioscooking.com . If an exchange is not available, you may be asked to return the eligible item and place a new order.
Defective, damaged or incorrectly supplied products will be handled separately in accordance with applicable consumer protection law.
Sale Items
Sale or promotional items may be returned where required by applicable consumer law and subject to the eligibility conditions of this policy.
Return Address
Please contact us before shipping your return.
Vio’s Shop
Via degli Orsini 25
00186, Rome
Italy
Email: vioshop@vioscooking.com
International Orders
International customers are responsible for any customs duties, import taxes and local charges associated with their original purchase, unless otherwise stated at checkout.
Please note that customs duties and taxes paid directly to customs authorities or carriers may not be refundable by Vio’s.
Statutory Rights
Nothing in this Return & Refund Policy is intended to exclude or limit any mandatory consumer rights that apply under the laws of the customer's country of residence.