Refund & Return Policy

We want you to be happy with your purchase from Vinovo. Please read our return policy below to understand which items can be returned and how returns are handled.

30-Day Return Policy

We offer a 30-day return policy for eligible non-personalized products. This means you have 30 days after receiving your item to request a return.

To be eligible for a return, the item must be in the same condition in which you received it, unused and in its original packaging. You will also need your order number, receipt, or other proof of purchase.

Personalized, engraved, custom-made, or made-to-order products are excluded from our voluntary 30-day return policy unless they arrive damaged, defective, or incorrect.

To request a return, please contact us at vinovogifts@outlook.com before sending your item back.

Approved returns must be sent to:

Vinovo VOF
Groeneweg 26
2661 KX Bergschenhoek
The Netherlands

Items returned to us without first requesting a return may not be accepted.

Return Shipping Costs

For standard returns where you have changed your mind, the customer is responsible for the return shipping costs.

If your return is approved, we may provide you with a return shipping label and instructions on how to return your package. The cost of the return shipping label may be deducted from your refund.

If the return is required because the product arrived damaged, defective, incorrect, or because we made an error with your order, Vinovo will cover the reasonable return shipping costs.

Please contact us before returning any damaged or incorrect item so that we can provide the appropriate instructions.

Personalized and Custom Products

Because personalized and engraved products are created specifically for you, they cannot normally be returned or exchanged because you have changed your mind.

This includes, but is not limited to:

• Personalized wine boxes

• Engraved wine boxes

• Personalized champagne boxes

• Personalized whiskey boxes

• Custom engravings

• Products containing names, dates, messages, photographs, logos, or other customer-requested designs

• Other products made or modified specifically according to your instructions

This does not affect your rights if your personalized product is damaged, defective, incorrectly produced, or materially different from what you ordered.

If there is a problem with a personalized item, please contact us at vinovogifts@outlook.com and include your order number and clear photographs of the issue.

Order Changes and Cancellations

We begin preparing personalized orders as quickly as possible.

If you would like to change or cancel a personalized order, please contact us as soon as possible at vinovogifts@outlook.com.

Changes or cancellations may be possible if production has not yet started.

Once personalization, engraving, or production has started, we cannot guarantee that your order can be changed or cancelled.

Damages, Defects and Incorrect Orders

Please inspect your order as soon as it arrives.

Contact us immediately if:

• Your item arrives damaged

• Your item is defective

• You received the wrong product

• The personalization or engraving does not match the information you provided with your order

Please send your order number together with clear photographs showing the problem to vinovogifts@outlook.com.

We will review the issue and, where appropriate, arrange a replacement, repair, refund, or another suitable solution at no additional cost to you.

Customer-Provided Personalization Information

Customers are responsible for checking all personalization information before placing an order, including names, dates, spelling, punctuation, photographs, logos, and other information supplied for engraving.

We cannot normally offer a free replacement or refund where the product has been correctly produced according to the personalization information submitted by the customer.

If we make an error compared with the personalization information provided in your order, please contact us and we will make it right.

Sale Items

Non-personalized sale items may be returned if they otherwise meet the conditions of our return policy.

Personalized or custom-made sale items cannot normally be returned because you have changed your mind.

Any statutory consumer rights that apply to your purchase remain unaffected.

Gift Cards

Gift cards cannot normally be returned or exchanged for cash, except where required by applicable law.

Exchanges

If you would like a different eligible non-personalized product, the fastest option is to request a return of your original item and, once your return has been accepted, place a new order for the product you would like.

Personalized products cannot normally be exchanged unless there is a defect, damage, production error, or another issue for which Vinovo is responsible.

European Union Right of Withdrawal

Consumers in the European Union generally have the right to withdraw from an online purchase within 14 days after receiving the goods without giving a reason.

However, this statutory right of withdrawal does not generally apply to goods that are made to the consumer's specifications or are clearly personalized.

Therefore, personalized, engraved, or custom-made Vinovo products are generally excluded from the 14-day right of withdrawal.

For eligible non-personalized products, EU customers may exercise their statutory right of withdrawal within 14 days after receiving the product.

To exercise this right, contact us at vinovogifts@outlook.com with a clear statement that you wish to withdraw from your purchase.

Unless otherwise required by law or agreed by Vinovo, the customer is responsible for the direct cost of returning an eligible product.

Where the statutory EU right of withdrawal applies, we will refund the purchase price and the cost of the least expensive standard delivery method offered for the original order. Additional costs resulting from choosing a more expensive delivery method, such as express delivery, are not refundable unless required by law.

We may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, where permitted by applicable law.

Customers may inspect an eligible product as reasonably necessary to establish its nature, characteristics, and functioning. A reduction in the refund may apply where the product has lost value because it has been handled beyond what is reasonably necessary.

Nothing in this policy limits your statutory rights relating to faulty, defective, damaged, or incorrectly supplied goods.

Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

For returns under our voluntary 30-day return policy, we aim to process approved refunds within 10 business days after receiving and inspecting the returned product.

Depending on your bank, credit card provider, or payment provider, it may take additional time for the refund to appear in your account.

Where mandatory consumer law provides a different reimbursement deadline, the legally required deadline will apply.

If more than 15 business days have passed since we confirmed that your refund was processed, please contact us at vinovogifts@outlook.com.

Contact

For questions about returns, refunds, damaged products, or cancellations, please contact:

Vinovo VOF
Groeneweg 26
2661 KX Bergschenhoek
The Netherlands

Email: vinovogifts@outlook.com