Refund policy

RETURN POLICY 

Pursuant to Article 52 of the Italian Legislative Decree 206/2005, as amended by Legislative Decree 21/2014, the Customer has the right to withdraw from the General Terms and, consequently, from the purchase contract for any reason, without the need to provide explanations or incur penalties, within 14 (fourteen) working days from the date of receipt of the products.

To exercise the right of withdrawal, the Customer must send a written communication to the email address customercare@elvaquero.it within the specified timeframe. Once the request is sent, the Customer must await explicit authorization from the company to proceed with the return.

 The products must be returned intact, complete with all their parts, and in their original packaging (bags and boxes). Products may only be used for the time strictly necessary to verify their nature, characteristics, and size.

Customized items, made-to-order products, or modified products are not eligible for return or exchange, as they are specifically created based on the Customer’s preferences.

Return or exchange shipping costs are borne by the Customer, unless the Customer purchased EV Care insurance at the time of order. EV Care is valid exclusively for size exchanges and therefore covers one free size exchange, offering greater flexibility at no additional cost to the Customer. In all other cases (returns for a refund or exchanges for a different model and/or color), shipping costs remain the Customer’s responsibility.

Returns for orders with the Domus Aura Promotion (complimentary gifts and promotional sets)
If the Order benefited from a Domus Aura promotion (including, by way of example, Founders Gift, Aura Set, Signature Look), the Customer acknowledges that if they return/withdraw even a single item from the Order, or if, as a result of the return/withdrawal, the requirements of the promotion are no longer met (including any spending thresholds in euros and/or US dollars), the Customer automatically loses the promotional benefit. In such case, the Customer must also return all complimentary gifts and/or items included on a promotional basis, intact and in the conditions required by this Return Policy.
If the Customer does not intend to return the complimentary gifts and/or promotional items, they may keep them by paying their full price (the list price applied on the Site at the time of the Order, unless otherwise stated). In such case, VGC may deduct and/or offset this amount against the refund due, or request payment of any remaining balance using the methods communicated to the Customer.

VGC will reimburse the Customer for the full amount already paid, minus the shipping costs, which vary by country and are indicated in the following section, within 14 (fourteen) days of the withdrawal. The refund will be processed using the same payment method used for the purchase unless otherwise agreed. The refund may be withheld until the returned product is received or until the Customer provides proof of having shipped it correctly.

In the case of Orders with Domus Aura promotions and/or complimentary gifts, the refund may be suspended until the complimentary gifts and/or promotional items are also returned, or it may be issued net of the amounts due for failure to return such items, as indicated above.

The right of withdrawal is subject to the following conditions:

• The return must pertain to the entire product; it is not possible to exercise the right of withdrawal on only part of the purchased product (e.g., accessories or components).
• The product must not show signs of wear or dirt and must be returned intact and in its original packaging, complete with all parts (including any documents and accessories such as labels, tags, seals, etc.).
  
• If the Order includes complimentary gifts and/or promotional items (including Domus Aura items), the return must also include such complimentary gifts/promotional items, unless the Customer chooses to keep them by paying their full price as provided above.
• The shipment is under the Customer's responsibility until the product is received at the following address:
  El Vaquero, Via Falciano 36 – 51011 Buggiano (PT) - Italy.
• In the event of damage to the product during transportation, VGC will inform the Customer to enable them to file a claim with the courier and obtain a refund. The product will then be made available to the Customer, and the withdrawal request will be canceled.
• VGC is not responsible for damages, theft, or loss occurring during the return shipment.

The Customer will lose the right of withdrawal if:

• The returned product and/or its accessories and/or packaging are not intact.
• The product lacks the original external and/or internal packaging.
• The product is missing essential elements and/or accessories (e.g., closures, laces, buckles, etc.).

In such cases, VGC will return the product to the Customer, charging the shipping costs and retaining the product price.

 

DETAILS AND RETURN COSTS BY GEOGRAPHIC AREA

Returns from Italy

1. The Customer may return the package to the following address:
   El Vaquero – Via Falciano 36 – 51011 Buggiano (PT), at their own expense, after receiving authorization from the company.
2. Alternatively, the Customer may use our return service at a cost of €20. In this case, the Customer will receive a return label to print and affix to the package. The company will then arrange for the package to be collected from the Customer's residence. Once the returned product is received, the company will proceed with the refund or send the replacement.
   
   

Returns from European Union Countries

1. The Customer may return the package to the following address:
   El Vaquero – Via Falciano 36 – 51011 Buggiano (PT), Italy, at their own expense, after receiving authorization from the company.
2. Alternatively, the Customer may use our return service at a cost of €30. In this case, the Customer will receive a return label to print and affix to the package. The company will then arrange for the package to be collected from the Customer's residence. Once the returned product is received, the company will proceed with the refund or send the replacement.

 

Returns from Switzerland

The return shipment is organized directly by the company once the request is sent to the email address customercare@elvaquero.it.
The Customer will receive a label to print and affix to the package. The company will then arrange for the package to be picked up from the Customer's residence. Once the returned product is received, the company will process the refund or ship the exchange. The return cost is 70€.

 

Returns from United Kingdom

The return shipment is organized directly by the company once the request is sent to the email address customercare@elvaquero.it.
The Customer will receive a label to print and affix to the package. The company will then arrange for the package to be picked up from the Customer's residence. Once the returned product is received, the company will process the refund or ship the exchange. The return cost is 70£.

 

Returns from the United States

The return shipment is organized directly by the company once the request is sent to the email address customercare@elvaquero.it.
The Customer will receive a label to print and affix to the package. The company will then arrange for the package to be picked up from the Customer's residence. Once the returned product is received, the company will process the refund or ship the exchange. The return cost is 100$.

 

Returns from Non-EU Countries

The return shipment is organized directly by the company once the request is sent to the email address customercare@elvaquero.it.
The Customer will receive a label to print and affix to the package. The company will then arrange for the package to be picked up from the Customer's residence. Once the returned product is received, the company will process the refund or ship the exchange. The return cost is 100€.

 

For any questions or clarifications, our customer service team is available at customercare@elvaquero.it.