Return policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at the following email: marisa.duarte@vicoustic.com. Please note that returns will need to be sent to the following address: Quality Dep., Av. do Pólo 3, Nr. 159, Carvalhosa, 4590-137 Paços de Ferreira, Portugal.

If your return is accepted, it is your responsibility to send the item back to the address mentioned above. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions: marisa.duarte@vicoustic.com.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union — 14-Day Right of Withdrawal

Notwithstanding the above, if you are a consumer and the goods are shipped to a country in the European Union, you have the right to withdraw from the contract within 14 days, for any reason and without having to provide a justification. This period begins on the day you take physical possession of the goods.

To exercise this right, you may use the available return form, indicating your name and the order reference. Once we receive your request, we will send you an email confirming receipt. You do not need to provide a reason for your decision.

To return an item, it must be in the same condition as when you received it—unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase. You are responsible for the direct costs of returning the goods, unless otherwise specified.

Certain items are excluded from the right of withdrawal under the law, specifically custom-made or clearly personalized goods.

Expected return timeline

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at the email: marisa.duarte@vicoustic.com.