Refund policy

Right of withdrawal

You have 14 calendar days from receiving your order to withdraw from the purchase without having to give a reason.

Hygiene exception — important

VORL COOLDOWN is a cosmetic product applied to the skin. Under article 103.e of Spanish Royal Legislative Decree 1/2007 (which transposes the EU Consumer Rights Directive), sealed goods which are not suitable for return due to health protection or hygiene reasons and which were unsealed after delivery are excluded from the right of withdrawal.

In practice: if the container arrives unopened and with its seal intact, you can return it within the 14 days. If it has been opened or used, we cannot accept the return. This is not our policy: it is the rule that protects whoever buys after you.

How to start a return

Write to crew@vorl.store with your order number before sending anything. We will confirm the return address and the steps to follow.

Return shipping costs are at your expense, unless the product arrived faulty, damaged or wrong. We do not accept parcels sent without a prior return request.

Damaged, faulty or wrong product

Check your order when it arrives. If the product arrives damaged, faulty or is not the one you ordered, write to crew@vorl.store within the following 14 days, with a photo if possible. In these cases we cover the costs and send you a replacement or refund the full amount, whichever you prefer.

Legal guarantee

In addition to the right of withdrawal, you are covered by the legal guarantees of conformity provided for in Spanish and EU consumer law.

Refunds

Once the return has been received and inspected, we will confirm by email whether it is approved. If so, the refund is made to the same payment method you used, within a maximum of 14 calendar days from when we accept the return. How long it takes to appear in your account depends on your bank.

Order cancellation

If you want to cancel an order that has not shipped yet, write to crew@vorl.store as soon as possible. We prepare shipments within 24–48 business hours, so the sooner you let us know, the easier it is to stop it.