What to do when I receive my order?
When you receive your order, you should always confirm that the products are in perfect conditions, without any manufacturing defects or other anomalies. If you find that the item is not as intended, you should contact us (using the contact form, e-mail or phone) as soon as possible, so we can proceed with the exchange of the product.
Returns are accepted within a maximum period of 30 days after delivery.
Christmas — Extended Return Policy: Orders placed from 12 November 2021 can be returned up until 31.01.2022.
How do I return my order?
To return your order, you have to start the return process on your account. Use a safe box (you can use Vein’s box — never tape the original packaging/box of the item), along with an order ID (the invoice or a note with the order details) and ship it to the following address:
Brands Leaders, SA
Parque Industrial Monte Rabadas
4720-608 Prozelo Amares
Returns are accepted if:
- The products are in original, unused, unaltered and unwashed condition;
- All the product’s labels are included;
- The original box is in perfect conditions;
- The products are in perfect conditions for sale.
Returns of Crep Protect articles and personal items are not accepted.
Shipping costs for returning the order are always the customer's responsibility. For this reason, you will have the flexibility to choose the carrier or postal service you want. It is not necessary to send the products on an express service.
How do I return a defective product?
To return a defective product, please contact our Customer Support. Then, you’ll have to send us the defective product with the respective invoice/order form (which you can find in your customer area) and a brief description of your complaint. If you prefer, you can also do this in one of our physical stores and file the complaint with the help of our employees.
The complaint will then be reported to the brand, and the maximum response time is 30 days.
If the brand accepts the complaint, the item may be replaced by a new one (it should be the same as the original, including color and size), by a refund of the value in a voucher or in the same method of payment (in case there is no more stock of the item in question). If the complaint is not accepted, the brand will return the product to be sent back to the customer.
Can I return my order at one of the Vein physical stores?
Yes, the return can be made at one of the Vein physical stores, and you must follow the conditions mentioned above.
How and when will I receive the refund for my return?
Refunds are made using the same payment method used to place the order. You will receive your refund within 14 days.