Refund policy

Returns & Refunds Policy

Right of Withdrawal

In accordance with applicable European consumer protection legislation, you have the right of withdrawal, which allows you to return any item purchased within 14 calendar days from the delivery of the last item included in your order, without giving any reason.

To exercise this right, you must notify us by sending a clear statement by email to contacto@vitaromana.es, including your order number.

Claims for items damaged during transport must be reported within 24 hours of receiving the order.

DAMAGE DURING TRANSPORT

If, upon delivery, you notice that the outer packaging is damaged, please inform the courier and ask them to note "package damaged" on their delivery record. Take photographs of the package before opening it.

If the outer packaging appears to be in good condition but the product is damaged (hidden damage), please send the following information to contacto@vitaromana.es within 24 hours of delivery so that we can file a claim with the carrier:

  • Photos of all sides of the package, with the shipping label clearly visible.
  • A photo of the inside of the package before removing the product, showing the protective packaging.
  • A close-up photo of the damage and another showing the complete item.
  • A short video (10–20 seconds) of the packaging and the damaged product.

Please keep the box and all packaging materials for 7 days in case the carrier requests an inspection.

Once we receive this information, we will open a claim with the carrier and offer you the most appropriate solution.

Important: Failure to provide the requested documentation or to report the damage within the specified time may prevent the carrier from accepting the claim.

RETURNS FOR PERSONAL REASONS

If you are not completely satisfied with your purchase, you may request a return by emailing contacto@vitaromana.es and providing your order number. If you wish, you may also let us know the reason for the return to help us improve our products and services.

Returned items must:

a) Be in their original condition, together with all accessories, and must not have been used beyond what is necessary to establish their nature, characteristics and functioning.

b) Be returned in their original packaging whenever possible.

The customer is responsible for the return shipping costs unless the item is defective or the return is due to an error on the part of Vita Romana. Returns sent freight collect will not be accepted.

We recommend returning the item using a tracked or registered shipping service and keeping proof of postage.

Important: Until the returned item reaches our warehouse, it remains the customer's responsibility.

Once we have received the returned item and verified its condition, we will issue the refund using the same payment method used for the original purchase, unless another method has been expressly agreed. The refund will be processed within 14 calendar days from the date we receive the returned goods or, where applicable, from the date you provide proof that the goods have been sent back, whichever occurs first.

  • If you have benefited from a free shipping promotion, discounted shipping or a free gift, and your return means that the conditions of the promotion are no longer met, the value of the promotional shipping discount or the free gift will be deducted from the refund, where applicable.
  • If the customer refuses delivery of the parcel or requests its return after dispatch, the original shipping costs and the return shipping costs incurred will be deducted from the refund.

EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

In accordance with applicable European consumer protection legislation, the right of withdrawal does not apply, among other cases, to goods made to the consumer's specifications or clearly personalised, as well as in any other cases provided for by applicable law.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please email us at contacto@vitaromana.es and send your item to:

Vita Romana
C/ Major de Masricart nº 11, 2º-3ª
43110 La Canonja (Tarragona)
Spain

If you have any questions, please do not hesitate to contact us. We will be happy to help.