Refund policy

Right of withdrawal

In accordance with the regulations, you have 14 days from receipt of your package to exercise your right of withdrawal and request a refund for your order, without having to provide a reason.
Returns are accepted regardless of condition; the refund may be reduced if the product has been damaged beyond what is necessary to check its nature and proper functioning.
The purchase invoice may be included in the package to facilitate processing.
Return shipping costs are the customer’s responsibility. You must send the item back within 14 days of notifying us of your withdrawal.

Defective or damaged items, or an error on our part

If you receive a damaged package, a defective item, or if we have made an error, you benefit from the statutory guarantee of conformity (Articles L217-3 et seq. of the French Consumer Code) and the warranty against hidden defects (Articles 1641 et seq. of the French Civil Code). Please contact us within 14 days of receipt to report the problem and facilitate processing. This reporting period does not limit your rights under the statutory guarantee of conformity, which may be exercised for two years from delivery of the goods, or under the warranty against hidden defects. Return shipping costs are covered by Vaquela in these situations.

Photos of the product
Photos of the packaging
Your order number

We will respond promptly to arrange a refund or exchange.

Return procedure

To initiate a return, simply write to us at: contact@vaquela.com.

Please specify:

Your name
Your order number
The product concerned
The reason for the return (optional)

We will then send you detailed instructions and the return address. Return shipping costs are the customer’s responsibility in the event of a change of mind. In the event of a defective or non-conforming item, or an error on our part, return shipping costs are covered by Vaquela.

Refund

In the event of withdrawal, the refund will be issued to your original payment method no later than 14 days after notification of your decision. We may withhold the refund until we have received the item or until you provide proof that it has been shipped, whichever occurs first. An additional bank processing time of a few days may apply depending on your bank.