You have 14 days to render items you don't like and get a refund.
How to make a return?

Access your reserved area :
"Select order history and details"
Locate the order, if you have placed more than one, then click on "Details"

A screen similar to this will open with all the articles contained in the order.

Then move to the section highlighted in the photo above.
Select one or more items for which you are requesting a refund or withdrawal.

The refund will take place within the established terms and times. Please consult the appropriate section.

Returns without authorization are not accepted.
Remember that returns are only possible within the indicated times. </ strong>

In the event that the Customer receives defective goods, or that there are errors in shipments by Vitrex Mosaici, it is required to follow the same instructions as above.

Vitrex Mosaici reserves the right to request photographic evidence before authorizing returns for defective goods. In this case, the shipment will be paid by Vitrex Mosaici.

Once the return request has been received , Vitrex Mosaici will send the Customer a communication containing the authorization to return.

Vitrex Mosaici reserves the right to refuse unauthorized returns. However, the acceptance of these returns involves a charge equal to 10% of the value of the returned goods.

Vitrex Mosaici will not accept the returned goods if the return does not comply with all the terms and conditions set out in the Terms of made.

In these cases, the goods will be returned to the sender at the original shipping address.

In the "Product return" section
You can instead view the status of the return authorization, and print the documentation to be included in the package.

Once the return request has been made, the statuses can be:

  • Awaiting confirmation.
    In this phase we are evaluating your return request.

  • Authorized Return: Awaiting the package.
    You can proceed with the return.
    We await the goods to proceed with the refund

  • Parcel Received.
    We have received the goods, we are checking them

  • Return Refused.
    Your request was not accepted.

  • Return Completed.
    The return process is closed.

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