Refund policy

RETURN & REFUND POLICY — 
Effective: April 2026 | Compliant with EU Directive 2011/83/EU & Italian Codice del Consumo

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1. SCOPE
This policy applies to all purchases through FBB Group's sales channels (online store, live sales, private sales). It covers B2C (consumer) and B2B (wholesale) purchases separately.

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B2C — CONSUMER RETURN POLICY

2. RETURN WINDOW & CONDITIONS
- Return window: 14 calendar days from delivery
- Initiation deadline: Submit your return request within 10 days of delivery
- Condition: Unworn, unwashed, unaltered. Original tags, packaging, dustbag, and box must be intact
- No justification required
- Partial returns (individual items from an order) are accepted

Items returned with signs of wear, washing, or missing tags will not be refunded and will be sent back to the customer.

3. HOW TO REQUEST A RETURN
Contact us at returns@vaultstock.co with: order number, item(s) to return, and reason (optional for standard returns; required with photos for defect claims). We will confirm within 2 business days.

4. RETURN SHIPPING & COSTS
- Change of mind: Customer pays return shipping. Use DHL, UPS, or FedEx with tracking. Standard postal services not accepted.
- Defective or wrong item: FBB Group covers return shipping.
- Customs duties on returns (non-EU): customer's responsibility.

5. REFUND PROCESS
- Refund issued within 14 calendar days of receiving and approving the return
- Refund via same payment method as original purchase
- Cancelled orders (pre-shipment): full refund within 5 business days
- All returns subject to quality inspection on arrival

6. EXCLUSIONS
- Preloved / second-hand items: not eligible (EU rights apply to new products only)
- Items marked final sale at time of purchase
- Worn, washed, or altered items
- Items missing original tags or packaging

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B2B — WHOLESALE / BUSINESS RETURN POLICY

7. B2B RETURN & DEFECT CLAIMS
The EU 14-day right of withdrawal does not apply to B2B transactions. All wholesale orders are final once dispatched unless a confirmed defect is present.

- Defect/wrong item claims: within 7 days of delivery, with photographic evidence
- Resolution: replacement, credit note, or refund by bank transfer within 5 business days of approval
- Return shipping: use DHL, UPS, or FedEx with tracking
- Preloved / clearance stock: sold as-is, no returns unless materially misrepresented

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LEGAL GUARANTEE (Consumers)

8. All new products sold to consumers carry a 2-year legal conformity guarantee from delivery, in line with EU law and the Italian Consumer Code. Rights include repair, replacement, price reduction, or full refund for defective or non-conforming products.

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CONTACT & DISPUTES
Email: returns@vaultstock.co
General: info@vaultstock.co
EU ODR Platform: ec.europa.eu/consumers/odr
Governing law: Italian law. Jurisdiction: Piacenza, Italy

Last updated: April 2026