Damaged, incomplete or lost orders
At Vintense, we are committed to ensuring that each order is carefully packaged and dispatched in the best possible condition to guarantee the quality of our products when they arrive. However, given the heavy and fragile nature of our products, there is a risk that some packages may be damaged in transit, arrive incomplete or be lost.
If, despite our best efforts, you receive a broken or damaged product, please inform us within 5 days of receiving your parcel. To do this, please send us a clear, precise photo of the product(s) concerned by e-mail to info@vintense.be. Once we have checked your request, we will offer you either a replacement for the damaged product or a full refund of its value.
Please note that any complaint sent after the 5 days following receipt of your order cannot be processed. In this case, we will not be able to refund you or return the products.
Product returns
If you wish to return an ordered product, please follow the steps below to ensure that your request is processed efficiently:
- Notification of return: Notify us of your wish to return a product by e-mail to info@vintense.be within 7 working days of receiving your order.
- Return conditions: Products must be :
- Returned in their original packaging.
- With all labels and cards intact.
- Brand new, unopened and in perfect condition.
- Return time : Products must be returned within 7 working days of notification of your return.
- Return costs : You are entirely responsible for return shipping costs. We recommend that you use a recorded delivery service and provide us with the tracking number.
- Refunds: You will only be refunded the purchase price if all the above conditions are met.
If you have any questions about delivery or returns, please contact us at info@vintense.be.