Refund policy

Return, refund and warranty policy

- Warranty Policy

Thank you for your interest in Vacu Vin products. Here you will find everything you need to know about the warranty on our products and how to claim it.

5-year warranty (unless otherwise indicated in the product manual)

To feel reassured in your everyday use, each product has a 5-year warranty against manufacturing defects that is valid from the day of purchase. To ensure the quality of our products, we check all our products, thus long-term use can be guaranteed.

If any manufacturing defect is found, we are more than happy to repair or replace your product. To claim the 5-year warranty a proof of purchase must be provided in order to validate these claims. Make sure a clear date from an authorized retailer is visible.

Returning products

How to invoke the warranty when manufacturing defects are found on your Vacu Vin product.

Contact us via the Customer Service form. To receive a quick and efficient response with your query, please add the following information to your email:

  • Proof of purchase.
  • Photo of the product with the defective area clearly in frame.
  • Clear description of the issue, with details on when the issue arises and was first noted.

If we are not able to identify the problem based on the given description and the product needs to be repaired, we may ask you to return the product back to us. Do not send the product in advance, as we will not cover the cost of returned products that are sent back on own initiative.

Manufacturing defect

A manufacturing defect is only valid when it’s caused by material or operational defects.

Damages caused by the following actions are not seen as manufacturing defects and are not covered by our warranty policy:

  • Accidental damage
  • Acceptable wear & tear traces
  • Abuse or negligence
  • Melting caused by overheating
  • Food stains caused by coloured food or spices
  • Scoring of cutting boards

Please use the instructions manual that is provided with the purchased product to prevent any form of abuse. We highly recommend not to perform any repairs to the product on own initiative. If a situation like this occurs, the product will no longer have a warranty.

Article 1 - Definitions

In these terms and conditions, the following definitions apply:

  1. Return period: the period during which the consumer can exercise their return rights.
  2. Consumer: a natural person not acting for purposes related to their trade, business, craft, or profession.
  3. Day: a calendar day.
  4. Digital content: data produced and supplied in digital form.
  5. Durable medium: any means, including email, that allows the consumer or trader to store information personally addressed to them in a way that makes future reference or use possible for a period of time suited to the purpose of the information, and that allows unchanged reproduction of the stored information.
  6. Return rights: the consumer’s option to cancel a distance contract within the return period.
  7. Vacu Vin: Vacu Vin B.V.
  8. Distance contract: a contract between Vacu Vin and the consumer concluded under an organized system for the distance sale of products, whereby, up to and including the conclusion of the contract, exclusive or partial use is made of one or more means of distance communication.
  9. Model withdrawal form: the European model withdrawal form available on the Vacu Vin website.
  10. Means of distance communication: a tool that can be used to conclude a contract without the consumer and Vacu Vin having to be in the same space at the same time.

Article 2 - Identity of Vacu Vin

Vacu Vin BV
Groothandelsweg 1, 2645 EH, Delfgauw
Phone: +31 (0)15 26 26 926 (Monday - Thursday 08:00 – 17:00 | Friday 08:00 – 15:00 CET)
Email: sales@vacuvin.com
Chamber of Commerce number: 27177905
VAT identification number: NL807738554B01

Article 3 - Applicability

  1. These general terms and conditions apply to every offer from Vacu Vin and to every distance contract concluded between Vacu Vin and the consumer.
  2. If specific product terms apply in addition to these general terms and conditions, the second and third paragraphs shall apply accordingly, and the consumer can always invoke the most favorable provision in case of conflicting terms.

Article 4 - The Offer

  1. The offer includes a complete and accurate description of the products and is detailed enough to allow the consumer to make a proper assessment of the offer. If Vacu Vin uses images, they will be a true representation of the products offered. Obvious mistakes or errors in the offer do not bind Vacu Vin.
  2. If an offer is subject to a limited validity period or made under certain conditions, this will be explicitly stated in the offer.

Article 5 - The Agreement

  1. The contract is concluded, subject to the provisions of paragraph 4, at the moment the consumer accepts the offer and fulfills the stipulated conditions.
  2. If the consumer has accepted the offer electronically, Vacu Vin will promptly confirm the receipt of acceptance electronically. As long as this acceptance is not confirmed, the consumer may dissolve the agreement.
  3. If the contract is concluded electronically, Vacu Vin will take appropriate technical and organizational measures to secure the electronic transmission of data and ensure a safe web environment. If the consumer can pay electronically, Vacu Vin will take appropriate safety precautions.
  4. Upon delivery of the product, Vacu Vin will provide the following information in writing or in a way that the consumer can store on a durable medium: a. The physical address of Vacu Vin's business location where the consumer can file complaints; b. The conditions under which, and the method by which, the consumer can exercise their return rights, or a clear statement if the return rights are excluded; c. Information on warranties and existing after-purchase service; d. The price, including all taxes, of the product, the cost of delivery if applicable, and the method of payment, delivery, or execution of the distance contract; e. If the consumer has return rights, the model withdrawal form.

Article 6 - Return Rights

  1. The consumer may terminate a contract for the purchase of a product within a return period of at least 14 days without giving any reason. Vacu Vin may ask the consumer for the reason for returning the product, but may not obligate the consumer to provide any reason(s).
  2. The return period mentioned in paragraph 1 starts the day after the consumer, or a third party designated by the consumer who is not the carrier, has received the product, or: a. If the consumer ordered multiple products in one order: the day the consumer or a designated third party receives the last product; b. If the delivery of a product consists of several shipments or parts: the day the consumer or a designated third party receives the final shipment or part; c. For contracts for regular delivery of products during a specific period: the day the consumer or a designated third party receives the first product.

Article 7 - Consumer Obligations During the Return Period

  1. During the return period, the consumer must handle the product and its packaging with care. The consumer may only unpack or use the product to the extent necessary to determine the nature, characteristics, and functioning of the product, as they would in a physical store.
  2. The consumer is only liable for any diminished value of the product resulting from handling beyond what is permitted in paragraph 1.
  3. The consumer is not liable for any diminished value of the product if Vacu Vin has not provided all legally required information about the return rights before or at the time of the contract.

Article 8 - Exercising the Return Rights and Associated Costs

  1. If the consumer exercises their return rights, they must notify Vacu Vin within the return period by using the model withdrawal form or by other unambiguous means.
  2. As soon as possible, but no later than 14 days after the day the consumer has informed Vacu Vin, the consumer must return the product or hand it over to Vacu Vin (or an authorized representative). The consumer meets the return deadline if they return the product before the return period has expired.
  3. The consumer must return the product with all supplied accessories, in its original condition and packaging if reasonably possible, and according to Vacu Vin’s reasonable and clear instructions.
  4. The consumer bears the risk and burden of proof for the correct and timely exercise of the return rights.
  5. The consumer bears the direct costs of returning the product unless Vacu Vin has failed to inform them of these costs.
  6. The consumer does not bear the costs of returning the product if Vacu Vin did not provide all legally required information about the return rights, cost reimbursements, or the withdrawal form.

Article 9 - Obligations of Vacu Vin in Case of Returns

  1. If Vacu Vin facilitates the electronic return notification, they must promptly send a confirmation of receipt.
  2. Vacu Vin will reimburse all payments from the consumer, including any delivery costs charged by Vacu Vin for the returned product, promptly but no later than 14 days after the day the consumer has informed Vacu Vin of the return. Unless Vacu Vin offers to collect the product itself, it may wait to refund until it has received the product or until the consumer provides proof of return, whichever occurs first.
  3. Vacu Vin will use the same payment method for reimbursement that the consumer used unless the consumer agrees to a different method. The reimbursement is free of charge for the consumer.
  4. If the consumer opted for a more expensive delivery method than the cheapest standard delivery, Vacu Vin is not required to refund the additional costs.

Article 10 - Exclusion of Return Rights

  1. Vacu Vin can exclude the following products from the return rights, but only if Vacu Vin clearly indicated this in the offer, or at least before the contract was concluded: a. Products made to the consumer’s specifications, which are not prefabricated and made based on an individual choice or decision by the consumer, or products clearly intended for a specific person; b. Sealed products that, for reasons of health protection or hygiene, are not suitable for return and whose seal has been broken after delivery.