Return Policy and Right of Withdrawal

General Information

Return Process:
Once you send the first email to Customer Service regarding your return, it will be processed. Due to the volume of requests, immediate responses may not always be possible. Please avoid sending multiple emails as this will not expedite the process. Rest assured that we will handle your return as promptly as possible.

Customer Satisfaction:
If you are not completely satisfied with your order, please contact us via our Contact Us page. Moda Vibe is dedicated to ensuring that our customers are 100% satisfied with their purchases. If you experience any issues with shipping or the product, please reach out to us, and our team will assist you promptly.

Right of Withdrawal

If you are not satisfied with your purchase for any reason, you have the right to cancel your order up to 30 days after receiving it, without providing a reason. Following cancellation, you have an additional 30 days to return the product. You will receive a full refund, including shipping costs, provided that the product is returned in its original condition with all accessories and packaging, if reasonably possible. The cost of returning the product is your responsibility and is approximately EUR 13.78 per package. For exact prices, please refer to your carrier’s website.

Refund Processing:
We will process your refund within 14 days of receiving your return, provided the product is returned in good condition. If the product or its packaging is damaged beyond what is necessary to inspect the item, we may deduct a portion of the refund to account for the reduction in value.

Exceptions to the Right of Withdrawal:

• Sealed products that have been opened.
• Products made according to the consumer's specifications or clearly personalized.
• Items that cannot be returned due to their nature.

Damaged Products Upon Arrival

We apologize for any inconvenience if your product arrives damaged. Please contact us within 30 days of receiving the damaged product. For the fastest resolution, send an email with a photo showing the damaged part of the item on a flat surface, clearly displaying the label and defect. We will use this information to assist you and prevent future errors.

If a product arrives damaged twice, we will refund the full purchase amount. For any questions about defects after use, please contact our customer service team.

Delivery of Incorrect Products

We strive to process all orders correctly. If you receive an incorrect product, please contact us. We will promptly send you the correct item at no additional cost.

Frequently Asked Questions

How long is the return period?
You have 30 days from receiving your order to return the product.

How long does it take to get my refund?
Once we receive and inspect the returned products, we will issue a full refund to your original payment method. Most financial institutions require 3-5 business days to process refunds.

Do I have to pay for return shipping?
Yes, customers are responsible for return shipping costs. We recommend using a trackable shipping method as we cannot be responsible for lost returns.

Can I return my product without contacting you?
No, you must contact us before returning a product as the return address may differ from the original shipping address.

How can I contact you?
You can reach us through our Contact Us page. Our customer service team is available Monday to Friday, 9 a.m. to 6 p.m. We guarantee a response within 3 working days.

My order is damaged, what should I do?
Please send a photo of the damaged product on a flat surface, clearly showing the defect and label. Contact us within 30 days of receiving the damaged item. After this period, returns are not accepted.

Can I exchange a product?
Yes, you can exchange your product by contacting us via the Contact Us page. Please note that you will be responsible for the cost of returning the product.

I entered an incorrect delivery address.
If you entered the wrong delivery address, please contact us as soon as possible. We will do our best to update your order.

Summary of the Return Policy

• Return Period: 30 days after receipt to initiate a return.
• Refund: Full refund, including shipping costs. Return shipping costs are the customer's responsibility (approx. EUR 13.78).
• Product Condition: Items must be returned in their original condition and packaging.

Special Conditions

• Damaged or Incorrect Products: Contact us within 30 days with a photo of the defect.
• Exclusion from Exchange: Applies to sealed products, customized items, and personal items.

Contact Information

• Company Name: Moda Vibe
• Physical Address: 193 Mountain Way Drive, Orem, UT, USA
• Contact: Visit our Contact Us page for assistance. Our team is available Monday to Friday, 9 a.m. to 6 p.m.

If you have any questions, feel free to reach out to us. We are happy to assist!