Returns and Claims

Term and conditions for claims

The customer has the right to claim for any non-conformity of the goods with the agreed - both upon initial inspection after delivery and upon proper storage and use of the product. A claim can be made regardless of whether the manufacturer or Vanesa Boutique have provided a commercial guarantee.

In the event of a complaint, the customer may request:

• refund of the amount paid;

• replacing the product with another one corresponding to the purchase contract;

• price discount;

• free repairs (if applicable).

In order for the claim to be accepted, the customer must attach documents certifying the purchase:

• receipt, invoice or bill of lading;

• other documents proving the basis and amount of the claim.

Complaints are accepted during business hours by contacting our team at the communication channels listed on the website.

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Right of withdrawal for online purchases

Each customer has the right to return the ordered product within 14 days of receipt, provided that:

• the product is in commercial condition - without damaged packaging, labels and protective film;

• no traces of use, washing or treatment with cosmetics and perfumes;

• не са махнати предпазните етикети и хигиенните ленти

In the event of non-compliance with these conditions, Vanesa Boutique has the right to refuse the return or charge a restocking fee.

The cost of return is borne by the customer, who chooses the courier company for the return delivery.

Products made to individual order or modified to customer requirements are non-returnable.

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Hygiene considerations

For reasons of hygiene and safety the return or replacement of extensions and tails that have already been used or fitted is not permitted.

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Refunds

Refunds on returned products by bank transfer only within 7 working days after the goods have been received and checked by our team.

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Refusal of complaint

Vanesa Boutique may refuse a claim in the following cases:

• changes in the condition of the product caused by improper use (tearing, burning, discoloration, damage caused by heat treatment at high temperatures, etc.);

• traces of dyeing or chemical treatment resulting in a change in the colour or quality of the fibre;

• no proof of purchase from Vanesa Boutique.

After receipt of the product, the customer is fully responsible for its maintenance and duration of use.