Return & Exchange Policy

We aim to provide a clear and straightforward return and exchange process. You can submit a return or exchange request within 30 days of receiving your item. We will review your request based on the condition of the item, order information, and applicable return and exchange requirements, and explain the relevant procedures, fees, and next steps.

1. Return and Exchange Period

You can submit a return or exchange request within 30 days of receiving your item. This period includes the applicable 14-day statutory withdrawal period, and the total application period is limited to 30 days.

14-Day Statutory Right of Withdrawal

For withdrawals that qualify under applicable law, you may exercise your statutory right of withdrawal within 14 days of receiving your item, without needing to establish that the item has a quality issue.

Where the statutory withdrawal requirements are met, the refund includes the amount actually paid for the item and the applicable standard delivery costs. The direct cost of returning the item will be handled in accordance with applicable law and the relevant information provided before purchase.

After notifying us of your withdrawal, you must return the item within 14 days. You meet the applicable return deadline if you hand the item over to the carrier for shipment before the 14-day period expires.

For withdrawals that qualify under applicable law, we will process the refund within 14 days of receiving your withdrawal notice. Where permitted by applicable law, we may withhold the refund if we have not yet received the returned item and have not yet received proof that you have sent it back. This withholding condition will be lifted when we receive the returned item or proof that you have sent it back, whichever occurs first.

Please follow the return procedure described later in this policy for the practical steps involved in returning an item.

30-Day Commercial Return Policy

The 30-day commercial return policy is an after-sales arrangement provided by us. The period begins on the date you receive your item and includes the preceding 14-day statutory withdrawal period.

Returns requested after the first 14 days but within the 30-day period must meet the commercial return conditions set out in this policy. This commercial return arrangement does not replace or restrict your statutory rights.

2. Two-Year Statutory Liability Period and Repair or Replacement

For two years from the date the item is delivered, if the item has a quality issue or does not conform to the agreed requirements in a way that falls within the scope of statutory liability, you may be entitled to appropriate remedies under applicable law, including free repair or replacement.

This two-year statutory liability period is independent of the 14-day statutory withdrawal period, the 30-day commercial return policy, and any other commercial guarantees. These statutory rights will be handled in accordance with applicable law.

3. Which Items Qualify for Returns or Exchanges

Depending on the actual condition of the item, you may submit a return or exchange request for the following issues:

  1. The item has a quality issue.

  2. The item has visible cosmetic defects.

  3. You received the wrong item.

  4. The item's functionality materially differs from the product page description.

  5. The item has an unusual odor.

  6. The item was damaged during transportation.

  7. Other circumstances that qualify under applicable law or the commercial return conditions in this policy.

To help us verify the condition of the item, we may ask you to provide photos, videos, or other relevant information as part of your request.

We will review your request based on the order records, proof of purchase, actual condition of the item, description of the issue, photos or videos, and relevant shipping information. The review will take into account the specific circumstances of the order and item. Any consumer rights provided by applicable law will be handled in accordance with that law.

4. Return and Exchange Process

Step 1: Submit a Request

Please submit your return or exchange request using the contact details listed at the end of this policy. To help us verify your order and understand the condition of the item, please provide the following information:

  1. Order number.

  2. Proof of purchase or payment information.

  3. Description of the issue with the item.

  4. Photos or videos of the item.

  5. Necessary delivery or shipping information.

Step 2: Request Review

We will process your request within 1–3 business days after receiving the complete application information. We will verify the order details, the condition of the item, and the supporting information you provide.

Once the request meets the applicable requirements, we will provide instructions for the next steps in the return or exchange process.

Step 3: Obtain the Return Address and Return Label

Once your request is approved, we will provide the designated return address and the relevant return instructions.

For eligible returns due to quality issues, we will provide an electronic prepaid return label (Return Label). You will need to download and print the label yourself and attach it to the package correctly according to the return instructions.

Please do not send the item to the sender address printed on the original packaging, an address used for a previous order, or any other address that has not been confirmed. Return the item to the designated address provided after your request has been approved.

We recommend choosing a carrier that provides shipment tracking so you can monitor the return shipment.

Step 4: Return the Item

Follow the return instructions and send the item to the designated return address. For eligible returns that require a prepaid return label, please use the electronic Return Label we provide and follow the instructions for shipping the item.

For returns due to non-quality-related reasons, you must arrange the return shipment yourself and pay the applicable direct return shipping costs.

Step 5: Warehouse Receipt and Inspection

After the returned item arrives at the designated address, we will acknowledge receipt of the package, register it in inventory, verify the order information, and inspect the item's condition. Quality testing may also be carried out when necessary.

Once we confirm that the item meets the applicable return or exchange requirements, we will proceed with the refund or exchange according to your request.

5. Who Pays for Return Shipping

Return shipping costs depend on the reason for the return and the applicable return conditions.

Returns for Non-Quality-Related Reasons

Non-quality-related reasons include, but are not limited to, not liking the item, choosing an unsuitable size, changing color preferences, duplicate purchases, or other personal reasons.

If the return meets the commercial return conditions, you are responsible for the direct shipping costs incurred when returning the item. These costs depend on actual shipping factors, including the carrier, package weight, package dimensions, and shipping origin. Therefore, we cannot provide a single fixed return shipping fee. Before sending the item back, you may contact your chosen carrier to obtain an estimated shipping cost.

We do not provide prepaid return labels for returns due to non-quality-related reasons. You must arrange the return shipment yourself.

Returns for Quality-Related Reasons

Quality-related returns include items with quality issues, incorrect items received, items that materially differ from the product page description, and items damaged during transportation.

Once our review confirms that the issue falls within the categories for which we are responsible, we will cover the reasonable return shipping costs. For eligible returns, we will provide an electronic prepaid return label (Return Label), which you must download and print yourself.

Where consumer rights are protected by applicable law, the relevant shipping costs will be handled in accordance with that law.

6. How Refunds Are Processed

For returns processed under the commercial return procedure in this policy, we will complete warehouse receipt, inventory registration, and the necessary inspection of the item's condition after it arrives at the designated address. Once the inspection is passed and the item is confirmed to qualify for a refund, we will process the refund within 1–5 business days.

The 1–5 business days refer to our refund processing time. They do not replace or recalculate the refund deadline applicable to statutory withdrawals. For statutory withdrawal requests, the refund deadline and any permitted conditions for withholding a refund will follow the provisions described earlier in this policy and applicable law.

Refunds will be issued to the original payment method. The refund amount will be calculated based on the amount actually paid for the order and the applicable return rules. If an order used a promotion, discount code, gift card, or other promotional offer, the refund amount will be determined according to the actual payment and applicable rules.

After the refund has been processed, the payment provider, bank, or card issuer may require additional time to complete the crediting process. Therefore, the actual time it takes for the funds to arrive may vary.

If an item does not meet the applicable commercial return conditions, we will explain the specific reason and determine the next steps in accordance with applicable law and this policy.

7. Exchange Policy

Items that qualify for an exchange must be submitted through the return and exchange process described above and are subject to review.

After the returned item arrives at the warehouse, we will acknowledge receipt of the package, register it in inventory, and perform the necessary inspection of the item's condition. Once the item is confirmed to qualify for an exchange, the replacement item will be arranged for shipment within 1–3 business days after the inspection is passed.

We will cover the shipping costs for the first exchange shipment under the same order. The term "first exchange" refers to the first exchange and reshipment for the same order. It is not calculated separately for each item included in that order.

If you request another exchange under the same order at a later time, you will be responsible for the shipping costs associated with the subsequent exchange shipment.

For estimated delivery times after the replacement item has been shipped, please refer to the Shipping Policy on our website.

8. Items That Do Not Qualify for Commercial Returns

The following circumstances may make an item ineligible for return under the 30-day commercial return policy:

  1. The return request is submitted after the 30-day commercial return period.

  2. The item has been damaged through use, installation, cleaning, modification, repair, improper storage, or other actions attributable to human handling, affecting its eligibility for return.

  3. Important parts, labels, accessories, or other items that affect return eligibility are missing.

  4. The item is returned without prior approval.

  5. The item is sent to an address other than the designated return address provided after approval.

  6. The return is not completed in accordance with the return instructions.

  7. The item is not eligible for commercial return due to its nature.

If an item has a quality issue or the matter involves other consumer rights protected by law, we will handle it in accordance with applicable law. The commercial return conditions in this section do not restrict your statutory rights.

9. Order Cancellation

If you wish to cancel an order, you can generally submit a cancellation request within 24 hours of placing the order using the official contact details listed in this policy.

If the order has not yet entered the subsequent fulfillment process, we can generally assist with the cancellation request more easily. If the order has already entered order processing, warehouse picking, packing, sorting, logistics handover, or transportation, it may no longer be possible to cancel it directly.

After receiving your request, we will make reasonable efforts to intercept the order based on its current status to reduce any inconvenience associated with further order handling.

If the order has already shipped, we will no longer be able to process it through the order cancellation procedure. You may submit a return request under this policy.

10. Contact Us

If you need to request a return, exchange, or order cancellation, or if you have any other after-sales questions, please contact us using the details below.

To help us verify your request, we recommend providing your order number, proof of purchase, description of the issue with the item, and any relevant photos or videos.

Address: 8387 Midsummer Ln, Elizabeth, CO 80107, US
Phone: +1 (303) 482-6719
Email: care@vintagenestaeu.com
Business Hours: Monday to Friday, 10:00 AM – 6:00 PM (Mountain Time, MT)