Returns & Exchanges
If there is any problem with a purchase, the client should contact us at , indicating the purchase reference and the items concerned.
1. Statutory withdrawal right
Where a statutory withdrawal right applies, namely in distance contracts with consumers, the consumer generally has 14 days to communicate the decision to withdraw from the contract without stating a reason.
That communication may be made by email to .
2. Condition of returned items
Returned items should be kept and returned with due care. Whenever possible, they should be returned in their original condition together with tags, accessories, boxes, dust bags, certificates or other items originally supplied.
The consumer may be liable for any depreciation resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
3. Return costs
JM VIP Plug bears the costs of returns in the situations covered by this policy, provided that the return is previously communicated to and accepted by our team.
4. Refunds
Where the statutory withdrawal right applies, refunds are made within the legally applicable timeframe and, as a rule, by the same payment method used for the original transaction, unless expressly agreed otherwise.
Where legally permitted, we may wait until the returned goods are received or until sufficient proof of their return is provided before issuing a refund.
5. Incorrect, damaged or non-conforming items
If the client receives an incorrect, damaged or non-conforming item, they should contact us at , indicating the purchase reference, a description of the situation and, where applicable, photographs of the item.
6. Exchanges
We allow size exchanges and certain other specific exchange situations, always subject to stock availability and case-by-case review by our team.
Where a direct exchange is not possible, it may be necessary to return the original item and place a new order.