Refund policy

Refund and Return Policy

Last Updated: September 3, 2026

Thank you for shopping with Vinissense.

This Refund and Return Policy explains the conditions under which you may request a return, exchange, replacement, or refund for products purchased through www.vinissense.com.

By placing an order with us, you acknowledge and agree to the terms of this policy, subject always to any mandatory consumer rights that apply to you under the laws of your country or region.

1. 14-Day Return Period

We generally accept eligible return requests made within 14 days after the date you receive your order.

To be eligible for a return, the product should generally:

Be unused and in its original condition;
Remain in its original packaging;
Have all original labels, seals, and accessories where applicable;
Not have been damaged, altered, or contaminated after delivery;
Be accompanied by reasonable proof of purchase or order information.

Products that do not meet these conditions may be refused or may be subject to a reduced refund where permitted by applicable law.

2. Products That Cannot Be Returned

For health, hygiene, and safety reasons, certain products may not be eligible for return after they have been opened, unsealed, used, or otherwise handled in a manner that makes resale inappropriate.

This may include beauty, skincare, cosmetic, or personal-care products where the original hygiene seal or protective packaging has been opened.

This restriction does not affect any mandatory consumer rights you may have under applicable law, including rights relating to defective, damaged, or incorrectly supplied products.

3. Damaged, Defective, or Incorrect Products

Please contact us as soon as reasonably possible if:

Your order arrives damaged;
You receive the wrong product;
A product is defective or materially different from its description; or
Items are missing from your order.

To help us investigate the issue, we may request:

Your order number;
A description of the issue;
Photographs or videos showing the product and packaging;
Other reasonable information necessary to verify the claim.

After reviewing the circumstances, we may offer an appropriate remedy, which may include a replacement, partial refund, full refund, or other remedy required by applicable law.

4. Change-of-Mind Returns

If you simply change your mind about your purchase, you may request a return within the applicable 14-day period, provided the product meets the eligibility requirements described above.

Unless applicable law requires otherwise, the cost of returning an item due to a change of mind is the customer's responsibility.

The original shipping charge, if any, may also be non-refundable where permitted by applicable law.

5. How to Request a Return

Before sending anything back, please contact us at:

Email: official@vinissense.com

Please include:

Subject: Return Request – [Order Number]

Please provide:

Order number;
Name used when placing the order;
Product(s) you wish to return;
Reason for the return;
Relevant photographs or other supporting information, if applicable.

We will review your request and provide return instructions when appropriate.

Please do not send products to the company address shown on this page unless we have specifically instructed you to do so.

The return address may vary depending on the fulfillment or return arrangements applicable to your order.

6. Return Shipping

For returns resulting from a change of mind, incorrect purchase, or other reasons not caused by us, the customer may be responsible for the return shipping cost, unless applicable law provides otherwise.

If the product is confirmed to be defective, damaged upon arrival, incorrectly supplied, or otherwise subject to a remedy for which we are responsible, we will determine an appropriate solution in accordance with applicable law and the circumstances of the case.

We are not responsible for return shipments that are lost, stolen, or damaged while being returned to us where the customer has selected or arranged the return shipment, unless otherwise required by applicable law.

We recommend using a shipping service that provides tracking when returning an item.

7. Refunds

Once we receive and review an eligible returned product, we will process the applicable refund.

Approved refunds will generally be issued to the original payment method used for the purchase.

The time required for the refund to appear in your account may depend on your payment provider, bank, or card issuer.

We do not control the processing time of third-party payment providers or financial institutions.

8. Partial Refunds

In certain circumstances, a full refund may not be available where permitted by applicable law.

For example, a reduction may apply where a returned product has been used, damaged, altered, or handled beyond what is reasonably necessary to inspect the product.

Any applicable reduction will be assessed based on the condition of the returned product and the requirements of applicable law.

9. Missing, Lost, or Undelivered Orders

If your order has not arrived within the expected delivery period, please contact us so that we can investigate the shipment.

We may request reasonable information necessary to investigate the delivery status, including your order number and shipping information.

Depending on the circumstances, we may contact the relevant shipping or logistics provider to investigate the shipment.

If an order is confirmed to have been lost in transit, we will determine an appropriate solution in accordance with the applicable circumstances and applicable law.

10. Refused or Incorrectly Provided Delivery Information

Customers are responsible for providing accurate and complete delivery information when placing an order.

If an order is returned to us because:

The shipping address was incorrect;
The recipient was unavailable;
The package was refused;
Required delivery information was incomplete; or
The customer otherwise failed to accept delivery,

additional shipping costs may apply to reship the order, where permitted by applicable law.

If the order is returned and a refund is requested, any refund will be handled in accordance with this policy and applicable law.

11. Exchanges

We may offer product exchanges depending on product availability and the circumstances of the request.

If the requested replacement product is unavailable, we may instead offer an appropriate refund or alternative remedy where applicable.

For hygiene and safety reasons, opened or used beauty and personal-care products may not be eligible for exchange unless the product is defective, damaged, incorrectly supplied, or otherwise protected by mandatory consumer law.

12. Promotions and Free Gifts

If an order was placed using a promotional discount, bundle offer, free gift, or other special promotion, the refund amount may be adjusted to reflect the applicable promotional terms.

Where a free gift or promotional item was provided as part of an order, we may require the promotional item to be returned together with the qualifying products where permitted by applicable law.

13. Duties, Taxes, and International Charges

For international orders, customs duties, import taxes, brokerage fees, or other charges imposed by the destination country may apply.

Unless otherwise stated or required by applicable law, such charges are not controlled by Vinissense.

Where permitted by applicable law, customs duties, import taxes, and similar charges that have already been paid may not be refundable by us.

14. Statutory Consumer Rights

Nothing in this Refund and Return Policy is intended to exclude, restrict, or replace any consumer rights that cannot legally be excluded or restricted under the laws applicable to you.

If applicable consumer protection laws provide you with rights that are more favorable than those described in this policy, those mandatory rights will apply.

For customers in the European Economic Area, the United Kingdom, or other jurisdictions with mandatory consumer protection rules, applicable statutory rights will be respected.

15. Fraudulent or Abusive Return Requests

We reserve the right, to the extent permitted by applicable law, to investigate return or refund requests where there are reasonable indications of:

Fraudulent activity;
Repeated abusive refund requests;
False claims concerning damaged or missing products;
Unauthorized payment activity;
Intentional product damage;
Misuse of promotional offers; or
Other misuse of our return or refund procedures.

This does not affect any legitimate statutory consumer rights.

16. Changes to This Policy

We may update this Refund and Return Policy from time to time to reflect changes in our business practices, products, services, or applicable legal requirements.

The latest version will be published on this Website with the applicable “Last Updated” date.