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Privacy Policy Refund and Returns VA logo Black

Refund and Returns Policy

Refund and Returns Policy

Last updated: January 16, 2025

Welcome to VilaAlcantara.com. Your satisfaction is important to us, and we want you to be completely happy with your purchase. Please read the following policy to understand how we handle returns, refunds, and exchanges.


1. Overview

Our refund and returns policy lasts 30 days from the date of your purchase. If more than 30 days have passed since your purchase, we regret that we cannot offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.


2. Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (e.g., food, flowers, newspapers, or magazines)
  • Intimate or sanitary goods
  • Hazardous materials
  • Flammable liquids or gases
  • Gift cards
  • Downloadable software products
  • Certain health and personal care items

To process your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.


3. Obtaining an RMA Number

Before returning any item or requesting a replacement, you must first obtain an RMA (Return Material Authorization) number from us.

  • Send an email to support@vilaalcantara.com to request your RMA number.
  • Please include your order number and details about the product you wish to return or exchange.

Note: We may not be able to process returns or exchanges without an RMA number.


4. Partial Refunds

In certain situations, only partial refunds are granted:

  • Items with obvious signs of use (e.g., books, CDs, DVDs, software, video games, cassette tapes, or vinyl records that have been opened).
  • Any item not in its original condition, is damaged, or has missing parts for reasons not due to our error.
  • Any item returned more than 30 days after delivery.

5. Refunds

Once your return is received and inspected, we will notify you by email. We will inform you of the approval or rejection of your refund.

5.1 Approved Refunds

If approved, your refund will be processed, and a credit will be applied to your original method of payment within a certain number of days.

5.2 Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank account or credit card statement.
  2. Contact your credit card company; it may take some time before your refund is officially posted.
  3. Check with your bank; there is often a processing period before a refund is posted.

If you’ve done all of this and still have not received your refund, please contact us at support@vilaalcantara.com.


6. Sale Items

Only regular-priced items may be refunded. Sale items cannot be refunded.


7. Exchanges

We only replace items if they are defective or damaged.

If you need an exchange for the same item:

VilaAlcantara.com
RMA#: [Your RMA Number]
61 B Place des Guinettes, 74210 Doussard – France


8. Gifts

  • If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once we receive the returned item, a gift certificate will be emailed to you.
  • If the item wasn’t marked as a gift or was shipped to the gift giver, we will send a refund to the original purchaser.

9. Shipping Returns

To return your product, follow these steps:

  1. Obtain an RMA number by emailing support@vilaalcantara.com.
  2. Once you have your RMA number, mail your product to:

VilaAlcantara.com
RMA#: [Your RMA Number]
61 B Place des Guinettes, 74210 Doussard – France

Important Notes:

  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted.
  • Depending on where you live, the time it takes for your exchanged product to reach you may vary.
  • For expensive items, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

10. Need Help?

If you have any questions about our refund and returns policy, or if you need assistance obtaining an RMA number, please contact us at:

support@vilaalcantara.com

We appreciate your business and thank you for shopping at VilaAlcantara.com!


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