Refund policy
VBF Tech Austria GmbH – Online Shop:
Return Policy and Right of Withdrawal
We have a 14-day return policy, following the EU regulation. This means you have 14 days from receipt of your goods to request a return.
To be eligible for a return, your item must be in the same condition that you received it – unworn or unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase. For used or damaged items, we may deduct an appropriate amount for the loss in value (§15 FAGG).
To initiate a return, please contact us at:
Austria: Email: service@at.vivo.com / 0800 24 04 73
Germany: Email: service@de.vivo.com / 0800 180 16 31
Hungary: Email: support@hu.vivo.com / +36 190 10 668
Once your return request has been approved, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without prior return authorization will not be accepted. You will bear the cost of the return unless the reason for the return is an error on our part (e.g., incorrect item sent).
If you have any questions regarding returns, you can contact us at any time.
Damages and Problems
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess and resolve the issue. In the case of defects, your statutory warranty rights apply (24 months from receipt, § 922 ABGB).
Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as perishable goods (e.g., food, flowers, or plants), custom-made products (such as special orders or personalized items), and personal care products (like beauty items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not offer direct exchange.
Statutory Right of Withdrawal in the European Union
Notwithstanding the foregoing, you have the right to withdraw from your order within 14 calendar days without giving any reason and cancel the concluded contract. The withdrawal period expires 14 days after the day on which you, or a third party named by you (other than the carrier), acquire physical possession of the goods. In the case of partial shipments, the period begins upon receipt of the last part.
To exercise your right of withdrawal, you must inform us (VBF Tech Austria GmbH, Donau-City-Straße 7/27.Stock, 1220 Vienna, Austria) of your decision to withdraw from this contract by means of a clear written statement (e.g., a letter sent by email or post). You may use the model withdrawal form below, but it is not mandatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of Withdrawal
If you withdraw from this purchase contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the cheapest standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earliest.
You must send back or hand over the goods to us without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will only be liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.
Sample withdrawal form
(If you wish to withdraw from the contract, please complete this form and return it.)
— To VBF Tech Austria GmbH
— I/we (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*)
— Ordered on (*) / received on (*)
— Name of consumer(s)
— Address of consumer(s)
— Signature of consumer(s) (only if this form is notified on paper)
— Date (*)
(*) Delete as appropriate or fill in as applicable.
Refunds
We will notify you once we have received and inspected your return and let you know if the refund was approved. If approved, the amount will be automatically refunded to your original payment method within 10 business days. By law, the refund will be made no later than 14 days after receipt of your withdrawal declaration and the goods. Please note that it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at:
Austria: Email: service@at.vivo.com / 0800 24 04 73
Germany: Email: service@de.vivo.com / 0800 180 16 31
Hungary: Email: support@hu.vivo.com / +36 190 10 668