Refund policy

Last updated: 19 July 2026

We want you to be happy with your purchase. This policy explains how returns, refunds and our money-back guarantee work, and what your legal rights are depending on where you live.

60-day money-back guarantee

Vitroswell products are covered by a 60-day money-back guarantee. If you have used the product and you are not satisfied with the results, contact us at vitroswell@gmail.com within 60 days of the delivery date and we will refund what you paid for the product.

You do not need to send the product back to claim this guarantee. Return shipping on international parcels often costs more than the product itself, so we do not ask you to pay it. We will simply ask you a few questions about how you used the product, so that we can improve.

The guarantee covers one order per customer. Refunds are issued to the original payment method, normally within 5–10 business days of approval. Original shipping charges, where they were paid, are not refunded under this guarantee.

Damaged, faulty or incorrect items

If your order arrives damaged, leaking, incomplete or is not what you ordered, email vitroswell@gmail.com within 30 days of delivery with your order number and a photograph of the item and packaging. We will send a replacement or issue a full refund, including shipping. You will not be asked to return the item.

Orders that never arrive

If your order has not arrived 30 days after the end of the estimated delivery window, contact us and we will either resend the order or refund it in full, at your choice.

Cancelling an order

Orders are passed to our fulfilment partner quickly. If you email us within 12 hours of placing your order we will usually be able to cancel it and refund you in full. After that we may not be able to stop the shipment, but you are still covered by the guarantee and by the withdrawal rights described below.

Right of withdrawal — customers in the EU and the UK

If you live in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within 14 days of receiving it, without giving any reason. This right exists in addition to, and independently of, the guarantee described above.

To exercise it, tell us clearly that you are withdrawing — an email to vitroswell@gmail.com is enough. You may use the model withdrawal form, but you are not required to.

If you withdraw, we will reimburse all payments received from you, including the standard delivery cost, without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold reimbursement until we have received the goods back or you have supplied proof that you have sent them back, whichever is earliest.

Returning the goods: if you withdraw under this section you must send the product back to us. We will give you the return address when you contact us. Please note that our fulfilment partner is located in Asia, so return postage can be expensive — often more than the product cost — and you bear that direct cost. For this reason, most customers find our 60-day money-back guarantee, which requires no return at all, to be the better option. You are free to choose either.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Customers in the United States and elsewhere

Our 60-day money-back guarantee applies to you and, in practice, is more generous than a standard return window. Nothing in this policy limits any rights you may have under the consumer law of your own country or state.

How to contact us

Email vitroswell@gmail.com with your order number. We aim to reply within 2 business days.

Vitroswell — Jaén, Spain.