Return policy
If you are not satisfied with your purchase and wish to return an item, please contact us at info@carolinavigo.com, indicating the order number and the reason for your return. Please note that you have a period of 14 days from the receipt of your order to return, after this time, your product will not be accepted for return. If you decide to return an order, you will bear the shipping costs. Our customer service team will review the return request and send further instructions if the return is approved. Returned items must be in their original packaging, including any accessories, manuals, and documentation. Returned items must be unused, in the same condition we shipped them to, and in their original packaging. Stains and deformed objects will not be accepted. If the condition of the product sent back to us is not in acceptable condition, we reserve the right not to return or exchange it. Non-returnable items include incorrect products purchased and products damaged due to mishandling by customers. Carolina Vigo reserves the right to deny any return.
WHAT CAN I DO IF THE PRODUCT RECEIVED IS DAMAGED OR INCORRECT?
Please contact our customer service team at info@carolinavigo.com to start the return process. Please include the following information:
Order number
Proof of purchase
Video or photo of the product to be returned (if applicable)
Full shipping address
Phone number
In some cases, you may be required to include a video or photo of the defective product as evidence in order to refund or replace the product.
HOW LONG DOES THIS PROCESS TAKE?
Processing returns can take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed. For returned items, a full refund will be credited for the returned products. For non-defective items, the refund excludes all shipping and handling charges.
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 14 business days of receipt of the returned item or cancellation request. Contact the card issuing bank if you have any questions about when the credit will be credited to your account. If you haven't received a credit for your return yet, here's what to do: Contact your bank or credit card company. It may take some time before the refund is credited to your account.
HOW CAN I CHANGE OR CANCEL AN ORDER?
We allow you to modify the data of an order or cancel it within 12 hours of purchase. To do this, send an email to our address info@carolinavigo.com indicating your order number and your purpose, our service will be happy to help you.