Refund policy

If you are not fully satisfied with your recent purchase, we’re here to help.

What is the deadline to ask for an exchange or return?

You can request an exchange or a return within 14 days after the order was delivered to the address provided.

Which are the conditions to return a product?

We have the right to refuse exchanges that are communicated or sent out of time or of products that are not in the same conditions they were shipped.

Exchanges and returns will not be accepted for items that show signs of usage or wash, nor if any components such as tags, cups, transportation bags, purchase cards, hygienic protection, or others are missing. Tags and hygienic protection must be attached and unviolated. The purchase invoice must be placed inside the return box.

Clients have to ensure that the products are intact and complete, that they were never used, manipulated, or damaged in any way, and return them in their original package with all the original labels and a copy of the invoice.

To the maximum extent allowed by law, if a received Product has a safety label, its return will not be accepted if the original safety label has been removed, broken, or damaged.

What are the return costs?

The return transportation costs will be borne by the customer and the shipping costs of the original order, if charged, are not refundable.

Our recycled transportation boxes are reusable! Detach the white band to close it back and use it to return the items to us.

When will I receive a refund?

As soon as we can verify the integrity of the returned products, the refund process is validated and subsequently performed. The assessment period for returned orders can last between 3 and 5 working days.

You will receive the refund amount through the same payment method used during the purchase within an estimated time of 1-3 working days after the refund process is validated.

How to request an exchange or refund?

Please, contact us through our email volz@volz.pt in case you have any doubt related to the product exchange or refund process.

Once done with this step, if necessary, you can carry out your exchange or return intent through the same email address that is presented in the preceding paragraph.

We preserve the right to not accept exchanges or returns that do not fullflill all the requirements above mentioned according to certain points present on the Terms & General Conditions document.