Returns & Exchanges
Comprehensive return, exchange, and refund policy for your VETKA purchases.
Refund Policy
Full Money-Back Guarantee
We offer a full money-back guarantee on all purchases made on the Vetka.shop website, subject to the conditions below.
Initiating a Refund
If you are unhappy with your purchase, please contact us at info@vetka.eu. You have 14 calendar days from the date of receipt to initiate a refund or exchange request, provided you have a valid receipt.
Processing Refunds
Once your returned item is received and inspected, we will notify you by email of the approval or refusal of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 14 calendar days.
Partial Refunds
In certain cases, only partial refunds may be granted for:
- • Products showing obvious signs of use
- • Items with a perfume smell (a dry cleaning fee of €5.50 will be deducted)
- • Articles that are not in their original condition, are damaged, or are missing parts for reasons not attributable to our error
- • Items returned after 14 calendar days from delivery
Cancellation Policy
Order Cancellation
- • If an item is out of stock or sold out, we reserve the right to cancel the order
- • If you cancel your order before it has been shipped, no cancellation fee will be applied
- • If you cancel after shipment, the cancellation will be processed as a return. All applicable fees may apply as detailed in our Return and Exchange Policy
Return and Exchange Policy
Eligibility for Returns/Exchanges
To qualify for a return or exchange, all physical products must be returned in their original, unused condition with clean, unmarked packaging. This includes all accessories, labels, free gifts, bonus items, manuals, and any other documentation originally included with the product.
Return Shipping Costs
Customer-Initiated Returns
If you return an item because it does not fit or you no longer like it (a return initiated by you), the original shipping cost is non-refundable. In addition, you will be responsible for both the initial shipping cost and the return shipping cost.
Defective or Incorrect Items
If the item is defective or was sent by mistake, we will refund the full amount, including both the initial shipping and return shipping costs.
Important Notes
- • Incorrect Customer Details: If a package is returned to us because of incorrect details provided by you (such as address, phone number, first or last name, or missing apartment/building number) or if delivery fails due to reasons attributable to you, neither the initial nor the return shipping costs will be refunded
- • Import Duties/Taxes: Any import duties and taxes (for non-EU countries) are non-refundable
Inspection and Approval of Returns
Receipt and Inspection
Once your returned article is received, we will inspect it and send you an email notifying you whether your refund is approved or refused.
Processing Timeline
If approved, your refund will be processed within 14 calendar days, with the refund credited to your original payment method.
Additional Terms
Governing Law
These terms and conditions are governed by the laws of European Union. Any disputes arising from these terms shall be resolved in accordance with the applicable legal provisions.
Changes to Terms
We reserve the right to update or modify these terms and conditions at any time without prior notice. The most current version will be posted on our website.
Acceptance of Terms
By placing an order on Vetka.shop, you agree to be bound by these terms and conditions.
Important: If you later decide to return the goods and you choose the carrier or shipping method, you remain fully responsible for the parcel — including any loss or damage — until it is received at our warehouse. We strongly recommend using an insured, trackable service. Should the parcel be lost or damaged while in your custody or while in transit back to us, the resulting loss is yours.
This applies only to voluntary returns under the 14‑day withdrawal right. Returns due to our error, late delivery or lack of conformity remain at our risk and expense.
Delayed or Lost Shipments
Delivery Window
All orders are dispatched with a traceable tracking number. Delivery normally takes 10 calendar days in EU after dispatch, depending on destination and customs.
In any case—pursuant to EU Consumer Rights Directive 2011/83/EU—we undertake to deliver the goods no later than 30 calendar days from order confirmation.
Contact Us After 14 Days
If you have not received any tracking update or delivery attempt within 14 calendar days of dispatch, please email us at info@vetka.eu so that we can open an official investigation with the postal operator as early as possible.
Your Right to Withdraw While the Parcel Is in Transit
- • If the parcel reaches you within 30 days of order confirmation and you decide to exercise the 14‑day right of withdrawal for any reason, the return‑shipping costs are borne by you, provided that we have clearly informed you of this obligation
- • If the parcel is not delivered within 30 days of order confirmation, it is deemed delayed. You may then either (a) grant us a reasonable additional period (minimum 7 days) to complete delivery or (b) cancel the contract and request a full refund. In that case all return costs (if the parcel eventually arrives and must be sent back) are paid by us
Refund Timing
Any refund resulting from a delayed or lost shipment will be processed within 14 calendar days of your cancellation notice, to the original payment method, in accordance with Article 14 of Directive 2011/83/EU.
Parcel Located After Refund
If a refund has already been issued and the parcel is subsequently delivered, you agree to:
- • (a) refuse the delivery or
- • (b) accept the parcel and, at our expense, return it to us or
- • (c) keep the parcel and repay the original purchase price upon our request
We may withhold the refund until we have either received the returned goods or proof of dispatch, whichever is earlier.
Need help with a return or have questions about our policy?