Refund policy

VANNUIT – REFUND & RECOVERY POLICY

1. GENERAL PROTOCOL

At VANNUIT, we engineer active, high-performance rejuvenation technologies designed for dedicated individuals who prioritize precise skin rituals. Because our systems drive deep biological interaction with the skin, our return, refund, and cancellation parameters are governed by strict medical, hygienic, and operational protocols.

By initiating a purchase on our storefront, you unconditionally accept and agree to the terms outlined below.

2. THE 14-DAY RIGHT OF WITHDRAWAL (EXCLUSIONS UNDER EU/UK LAW)

In strict accordance with Article 16(e) of the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Contracts Regulations, the statutory 14-day right of withdrawal without giving a reason does not apply to goods that are sealed for health protection or hygiene purposes if they become unsealed after delivery.

  • Hygienic Lock: Due to the active nature of the Zenelle™ device and the accompanying formulas within the Protocol bundle, returns are strictly and unconditionally rejected if the product packaging, factory security seal, or outer protective shrink-wrap has been opened, broken, or tampered with.

  • Eligible Returns: We only accept returns for items that remain completely unopened, pristine, unused, and in their original, undisturbed shipping condition.

  • Return Shipping Fees: All shipping costs, customs clearance, and administrative fees required to return an unopened item to our designated fulfillment facility are the sole responsibility of the customer. VANNUIT does not provide prepaid return labels for validation phases.

3. SUBJECTIVE PERFORMANCE VS. TECHNICAL DEFECTS

Skin transformation is a complex biological process. The VANNUIT ecosystem is an active alternative to passive skincare sticks and requires consistent application to yield clinical metrics.

  • The 28-Day Cellular Cycle: Natural human epidermal turnover requires a minimum of 28 days of uninterrupted cell generation. Expecting cosmetic correction before this biological timeframe is scientifically invalid.

  • Subjective Assessment: Claims based on personal aesthetic preferences, perceived lack of immediate cosmetic results, or a subjective feeling that the device "does not work for your face shape" do not constitute a product defect. * Warranty Limits: Our statutory warranty covers strictly verified hardware malfunctions, engineering defects, electrical failures (e.g., sonic vibration mechanism breakdown, cold-finish component failure), or physical damage incurred during transit. Subjective cosmetic dissatisfaction is explicitly excluded from any monetary refund.

4. MANUFACTURING DEFECTS & HARDWARE FAULTS

If your Zenelle™ device exhibits a legitimate technical defect or arrived damaged from transit, we will immediately initiate our replacement protocol.

  • Reporting Window: Any hardware anomalies or transit damage must be reported to our technical desk within 48 hours of delivery.

  • Contact Channel: To file an official claim, you must contact our operations desk strictly via email at: maison@vannuit.com. Claims submitted via other channels will not be registered.

  • Evidence Requirements: You must provide clear photographic and video evidence demonstrating the specific technical failure (e.g., showing the device failing to activate or the cooling finish failing to register) along with your original order number.

  • Resolution: Upon double-verification of the fault by our product desk, VANNUIT will issue a brand-new replacement unit at no cost to the customer. Monetary refunds for defective units are only processed if a replacement unit cannot be supplied due to manufacturing capacity constraints.

5. CANCELLATIONS & FULFILLMENT INTERCEPTIONS

To maintain our strict operational pace, all orders hit our automated direct DTC validation lane immediately upon checkout.

  • Once an order is processed by our fulfillment engine, it cannot be intercepted, amended, or cancelled.

  • If you wish to cancel an order after checkout, you must wait for the package to arrive, leave it entirely unopened (with all protective seals intact), and initiate a return process by contacting maison@vannuit.com in full compliance with Section 2 of this document.