Refund policy
Returns, Refunds and Warranty Policy
This policy is part of the general terms and conditions of sale. Mandatory consumer protection rules prevail when applicable.
How to start a request
Returns are processed through the returns portal. Warranty claims for defects or faults are processed through the warranty portal. The portal validates the order, the eligible products and the applicable conditions.
Returns
- Consumers in the EU, first 14 calendar days: may withdraw without justification. The product must be shipped within the applicable legal period.
- Days 15 to 30: outside the general legal withdrawal period, only the commercial courtesy provided in the conditions may be offered, if the product is new, unused, complete and in its original packaging.
- Excluded or ineligible products: the portal displays the corresponding rule. A non-returnable product may still be covered by warranty if its warranty policy allows it.
Transport for a return
From Spain: when a physical return is authorized, Germany Vic Shop LLC provides a return label according to the RMA instructions.
From outside Spain: the customer arranges and pays for tracked shipping. The product must be properly packaged and the transport company, tracking number, proof or receipt and invoice must be provided in the received link. The case may be closed administratively as “shipment not proven” if delivery to the carrier or its proof is not provided within 14 days, without prejudice to non-waivable legal rights.
Warranty
The warranty begins with a review of the description, photos or videos. Germany Vic Shop LLC accepts or rejects the request before the product is shipped; the rejection includes a reason communicated in the customer's language. Only after acceptance are address, instructions and accreditation link provided.
Under warranty the customer always arranges and advances the transport costs, including from Spain. No prepaid label or collection is generated. The shipment must be well packaged, have tracking and be evidenced with carrier, tracking number, proof or receipt and invoice. If not evidenced within 30 days, the case may be archived administratively; archiving does not extinguish legal warranty nor prevent reviewing a new request within the applicable period.
Loss, damage, insurance and carriage reimbursement
When the customer arranges the transport, they must claim any loss or damage with the carrier and keep the documentation until resolution. Insurance is optional, at the customer's expense and is not reimbursed, without prejudice to non-waivable legal rights.
If the warranty is covered, or when Germany Vic Shop LLC must assume the return due to error or legal obligation, only the necessary and reasonable standard transport is reimbursed after receiving and resolving the case. The invoice and at least three equivalent services are audited and the lesser amount is paid between the eligible invoice base and the median of those references. Optional insurance, extras and avoidable overweight or volume due to incorrect packaging are excluded.
Product refund
Refunds are made to the original payment method to the extent required by law and after receiving the product or sufficient proof of shipment when legally applicable. Germany Vic Shop LLC may inspect condition, completeness, accessories and packaging before closing the case.
Holder: Germany Vic Shop LLC · New Mexico, USA (Filing #0002483163) · EIN 32-0781975 · 99 Wall Street #2188, New York, NY 10005, USA · [email protected] · +1 646 760 5349 (calls only).
