Refund and Returns Policy

Return Policy

1. Return Policy

Our return policy is governed by Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Protection of Consumers and Users, as well as by Law 7/1996 on Retail Trade Regulation, modified by Law 47/2002 to adapt it to European Directive 97/7/EC.

In this framework, customers of retroboxvt-as.com have a period of 14 days to exercise their right of withdrawal by making an unequivocal statement indicating their decision to cancel their purchases.

2. How to make a return?

To offer the best user experience, the usual way to make returns at retroboxvt-as.com is through our online portal at www.retroboxvt-as.com.

To process a return, please access the returns section on our online store. Here you can search for your orders and select the products you wish to return.

Once the return request has been made on the website, you must prepare the package in the same condition and packaging as received. After receiving our confirmation, the package will be collected within approximately 48/72 hours by a courier who will go to the same address indicated in the order.

Within a maximum of 7 working days after proper receipt in our warehouse, the refund will be processed using the same payment method used for the original order.

Please note that if the refund is to a credit/debit card, depending on the specific bank used, it may take up to 30 days to become effective.

The customer assumes the return shipping costs, which will depend on the weight and volume. If the package fits in a shoebox and weighs no more than 2 kg, XX€ will be deducted directly from the refund.

EXCEPTIONS: If the package exceeds 2 kg, the return costs deducted from the refund will vary according to the courier’s fees, regardless of whether free shipping was applied at the time of purchase.

Once the refund is finalized, you will receive an email confirmation along with a link to download the credit note.

3. Are there any products that CANNOT be returned?

According to the current legislation cited at the beginning of this page, the following returns CANNOT be accepted:

Items that are not suitable for resale: They must be returned in the same condition as received, with their original individual packaging and all labels in perfect condition. Used items will not be accepted.
Items identified as custom-made or personalized: Made exclusively to order for the customer.
Imported items: Ordered by special request.
Items that come into contact with the body: For hygiene reasons, these items cannot be returned or exchanged. Examples include tights, underwear. Returns will only be accepted if the product is unopened, in its original packaging, and with all intact labels.

4. Order cancellations

Orders can be canceled at any time, as long as they have not yet entered the preparation or shipping phase. If the order includes one or more custom-made or personalized items, it cannot be canceled or returned, unless the cancellation is communicated within the first 24 hours from the initial order date.

An order may be canceled in the event of a delay in the delivery date, if it differs from the one provided at the time of purchase.

retroboxvt-as.com reserves the right to cancel an order in the following cases:

Stock error: Occasionally, although not common, there may be a synchronization and stock update lapse due to two or more simultaneous purchases of the same item. This can happen with high-demand items or aggressive promotions. In such cases, we cannot guarantee the product’s delivery dates, and we reserve the right to inform you, cancel the order, and refund the amount immediately.
System error: If errors occur in the order due to system failures, this is considered a force majeure case in which we reserve the right to cancel the order to ensure the best customer service.