Return and Cancellation Policy

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?

Please contact our Customer Support team to start the return process. Please include the following information:

Order number
Proof of purchase
Video or photo of the faulty product (if applicable)
Complete delivery address
Contact telephone number

In some cases, you may be required to include a video or photo of the defective product for proof in order to replace the product.

HOW DO I RETURN AN ITEM?

If you are not happy with your purchase and wish to return an item, please contact us within 14 days from receiving your order.

Please provide your order number as well as the reason for your return. Our customer service team will review the return request.

Only items purchased directly from Vero and Prisco will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

Returned items must be in original packaging, including any accessories, manuals, and documentation.

Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.

If the product received corresponds to the product purchased and there is no breakage or error in the product shipped, the costs of the transport company for which you decide to return the product will be paid by the customer.

Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

All items that may arrive broken or defective will be replaced by the same product in correct condition. In no case will the refund option be accepted before receiving the correct replacement product, this is our commitment.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.

HOW DO I CHANGE OR CANCEL MY ORDER?

If you want to cancel your order, you must do so within 3 hours of purchase.

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made.