Refund policy
EXCHANGES, RETURNS AND CANCELLATIONS
How can I exchange an item?
1) Open our contact form. Select the subject “cambio” (exchange), and provide your order number, the item to exchange, the collection address, and your preferred collection day and time slot.
2) Pack your order. We recommend using the original shipping box.
3) For orders in Spain, we will arrange collection by the courier. No label is required. For the rest of Europe, attach the label we email you and leave your parcel at your nearest DHL Service Point.
4) Once we receive it, we will notify you by email and send the replacement size.
* Product availability is subject to stock.
* The first exchange is free.
Shipping charges are not refunded for returns under our commercial returns policy outside the statutory withdrawal period. For statutory withdrawal, see the cancellation and refunds section.
How can I return an item?
1) Open our contact form. Select the subject “cambio” (exchange), and provide your order number, the item, the collection address, and your preferred collection day and time slot.
2) Pack your order. We recommend using the original shipping box.
3) For orders in Spain, we will arrange collection by the courier. No label is required. For the rest of Europe, attach the label we email you and leave your parcel at your nearest DHL Service Point.
4) Once we receive it, we will notify you by email and refund the item.
The refund will be made within 2–5 business days after receipt at our warehouse, using the payment method used for the order, without prejudice to the statutory time limits and rights set out below.
Commercial returns within 30 days
If you are not satisfied with the products received or have simply changed your mind, you can return or exchange them within 30 calendar days after delivery, provided you return them in the same condition in which you received them.
For a full refund, products must be in their original condition and show no signs of wear. We recommend trying shoes on indoors until you are sure about your purchase.
The requirements for original condition and no signs of use apply to the extended commercial returns policy. Commercial returns that do not meet these conditions may be refused, without limiting the statutory right of withdrawal or rights relating to defective or non-conforming products.
ORDER CANCELLATION POLICY
Requesting cancellation before dispatch
To cancel your purchase, contact VAZVA as soon as possible at info@vazva.com or through our contact form. State “Order cancellation”, your order number, the name used for the purchase, and whether you wish to cancel the entire order or specific items. You do not need to provide card details or passwords.
We will check the order status and try to stop preparation and dispatch. If it has already been sent or cannot be stopped, we will explain how to return it. This does not limit your statutory right of withdrawal. Once the cancellation has been processed, we will send confirmation and arrange a refund to the original payment method.
Statutory withdrawal and refunds
If you buy as a consumer, you may withdraw without giving a reason within 14 calendar days after receiving the goods, subject to applicable statutory exceptions. Simply communicate your clear decision using the methods above within that period. You must return the goods within 14 days of communicating your decision, unless we offer to collect them.
We will refund payments within a maximum of 14 days after receiving your withdrawal notice, using the original payment method and without fees. If you withdraw from the entire purchase, we will include the cost of standard delivery, but not the supplement for a more expensive delivery option you chose. If we do not offer to collect the goods, we may withhold the refund until we receive them or evidence that they have been returned, whichever occurs first.
You may examine products as you would in a shop. You are only responsible for any diminished value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. The commercial requirement that goods show no signs of use does not automatically exclude statutory withdrawal.
VAZVA’s commercial returns period
VAZVA maintains a commercial period of 30 calendar days after delivery for exchanges and returns, subject to the conditions above. This extension does not reduce consumers’ statutory rights. To arrange collection or return delivery, follow the returns procedure in this policy.