Refund Policy

Product return and exchange policy

This policy governs the terms and conditions for returns and exchanges of goods purchased from WWW.BLCKVANILLA.COM

1. Right of withdrawal and deadlines

  • The customer has the right to cancel the ordered goods without giving a reason within 14 calendar days from the date of receipt of the order.

  • To exercise his right, the customer is obliged to notify the trader in writing before the expiration of the 14-day period by email at blckvanillacustomers@gmail.com, indicating:

    • order number;

    • name and contact number;

    • the product he wishes to return;

    • bank account (IBAN and name of the holder) to which he wishes to receive the refund.

2. Conditions for accepting returns

For a return to be accepted, the product must:

  • be in original retail packaging (undisturbed)

  • be fully complete with all accessories, labels and documents;

  • not have been used, washed, tried on in a way that goes beyond the usual inspection in a store;

  • not be damaged through the fault of the customer.

Products that do not meet the above conditions will be refused for return and sent back at the customer's expense.

3. Exceptions to the right of return

Pursuant to Article 57 of the Consumer Protection Act, the following goods are not subject to return:

  • underwear and swimwear;

  • cosmetics and personal hygiene products, if unopened or used;

  • items that cannot be returned due to health and hygiene reasons;

  • goods made to individual customer order or personalized.

4. Costs and transportation

  • The costs of returning goods are at the customer's expense.

  • The customer is responsible for the proper packaging of the shipment and for the risk of damage or loss during transportation.

  • In the event of a refused or unclaimed shipment without a valid reason, the merchant reserves the right to refuse future deliveries to that customer.

5. Refunds

  • The amount for the returned product is refunded only by bank transfer to the bank account specified by the customer (IBAN and account holder).

  • Refunds are not made by cash on delivery, cash or other methods.

  • The refund is made within 14 days after receipt and approval of the returned item.

  • Refunds are for the value of the product only. Paid shipping costs (delivery, cash on delivery, money transfer fees) are not refundable.

  • In the event of a partial return of an order, shipping costs are also not refunded.

6. Defective and incorrectly delivered goods

  • Upon receipt of a defective product or non-conformity with the order, the customer must notify the merchant within 24 hours of receipt .

  • In this case, the costs of return and/or replacement are borne entirely by the trader.

  • If the customer does not notify within the specified period, the product is considered accepted without objections.

7. Refusal to return

The merchant reserves the right to refuse a return in the following cases:

  • the product has been used, soiled, washed or has traces of cosmetics, perfume, tobacco smoke, etc.;

  • the original packaging is damaged or labels are missing;

  • the product falls within the exceptions specified in item 3;

  • the customer is a systematic violator (repeatedly orders and refuses/returns without a good reason).