Refund policy

Last updated: August 2026

At VAÍAA SKIN, we take pride in the quality of our products and want you to shop with confidence. If for any reason you are not satisfied with your purchase, please review our returns and refund policy below.

Right of Withdrawal (EU Customers)

If you are purchasing as a consumer within the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.

To exercise your right of withdrawal, please contact us by email at:

info@itbach.com

Please include your order number and let us know which item(s) you wish to return. After notifying us, you have an additional 14 days to return the product.

Return Conditions

To qualify for a refund, products must:

  • Be unused and unopened.
  • Be returned in their original packaging.
  • Be in resalable condition.
  • Include any original accessories or inserts.

For hygiene and safety reasons, we cannot accept returns of skincare products that have been opened, used, or had their protective seal removed, unless the product is faulty or supplied incorrectly.

Damaged, Defective or Incorrect Products

Please inspect your order as soon as it arrives.

If your order is damaged during delivery, defective, or you receive the wrong product, please contact us within 48 hours of delivery.

Email:

info@itbach.com

Please include:

  • Your order number
  • A brief description of the issue
  • Clear photographs of the product and packaging

Once we have reviewed your request, we will arrange an appropriate solution, which may include a replacement or refund.

Refunds

Once we have received and inspected your returned product, we will notify you of the outcome.

If your return is approved, your refund will be processed to your original payment method.

Please allow 1–10 business days for your payment provider to complete the refund.

Original shipping costs are only refunded if:

  • The wrong product was delivered.
  • The product was damaged during transport.
  • The product is confirmed to be defective.

In certain circumstances, a restocking fee of up to 25% of the purchase price may apply to eligible returns to cover inspection, handling, repackaging, or other processing costs where permitted by applicable law. Any applicable fee will be communicated to you before your refund is processed.

No restocking fee will be charged for products that are incorrect, defective, or damaged upon arrival.

Return Shipping Costs

If you are returning a product under your statutory right of withdrawal, the cost of return shipping is your responsibility.

If the return is due to our error or a faulty product, VAÍAA SKIN will cover the return shipping costs.

Exchanges

We currently do not offer direct exchanges.

If you would like a different product, please place a new order after your return has been processed.

Return Address

Please do not send products back without contacting us first.

Returns should be sent to:

VAÍAA SKIN
Koninginneweg 167
1211 AR Hilversum
The Netherlands

Contact

If you have any questions regarding your order or our returns policy, we’re happy to help.

Email: info@itbach.com

We aim to respond to all enquiries within 1–2 business days.