This page is a practical summary. Statutory rights and the complete rules are set out in the Terms and Conditions. In the event of a conflict, the law and the Terms and Conditions prevail.
30-day returns
Essentials Vault gives consumers a total of 30 days from receipt of the goods to return them. The rules are divided into two periods:
- Days 1.–14.: the statutory right to withdraw from the contract without giving a reason. You may try on the goods to the same extent as in a physical store. The conditions of the voluntary extension below do not limit your statutory rights.
- Days 15.–30.: a voluntary extension provided by HofMark s.r.o. We will accept the goods only if they are unworn apart from normal trying on, unwashed, clean, undamaged, and free from stains, odor, cosmetics, and animal hair, with the original tags still attached, all accessories included, and the original product packaging intact. The voluntary extension does not apply to made-to-order goods, sealed hygiene goods after the seal has been broken, gift vouchers, or items expressly identified before purchase as excluded from the voluntary extension. Statutory rights are not affected.
Notice exercising the statutory right of withdrawal or voluntary return must be sent no later than the final day of the relevant period.
Statutory withdrawal during the first 14 days
If you are a consumer, you may notify us within 14 days of receipt that you are withdrawing from the contract. You do not need to give a reason.
Procedure
- Email support@essentialsvault.eu and state the order number and the items being returned. This channel may be used for both statutory withdrawal and voluntary returns.
- Send the goods to: HofMark s.r.o., Nové sady 988/2, Staré Brno, 602 00 Brno. For statutory withdrawal, send them no later than 14 days after giving notice. For a voluntary return during days 15.–30., send them without undue delay in accordance with the instructions provided.
- Pack the goods securely. Do not send cash-on-delivery parcels.
- Keep proof of postage.
The customer bears the direct return costs. We do not currently provide a return label. Send the parcel using a carrier of your choice to the address above.
Condition of returned goods
You may try on clothing with care, as you would in a physical store. We recommend returning it unworn, unwashed, clean, and free from odor, cosmetics, and hair, with the tags and accessories undamaged. Protect the original packaging and do not use it as shipping packaging.
Damage to the packaging or removal of a tag does not automatically cancel the right to withdraw. However, if you have handled the goods beyond what was necessary to try them on, you are liable for the specific reduction in their value. We will assess and substantiate this individually. We do not charge a flat-rate restocking fee.
Refunds
We will refund the payment, including the cost of the least expensive standard initial delivery method offered, no later than 14 days after withdrawal. We may wait until we receive the goods or you provide proof that they have been sent. We will issue the refund using the same payment method unless otherwise agreed.
If only part of an order is returned, the initial shipping cost is generally not refunded if it would have been the same without the returned item. We refund the price actually paid for that item after allocating any discount applied.
Size exchanges
We offer direct exchanges only as a voluntary service and subject to current availability. The fastest and most reliable procedure is to return the original item and place a new order. This does not affect the statutory right of withdrawal.
Complaints about defects
A return within 14 days is not a complaint. A complaint concerns a defect in the goods.
How to make a complaint
- Contact us at support@essentialsvault.eu and state the order number, describe the defect and when it appeared, and specify the requested remedy.
- Attach photographs if they can be taken. They will speed up the assessment but are not always required for a complaint.
- We will tell you whether the goods need to be sent to HofMark s.r.o., Nové sady 988/2, Staré Brno, 602 00 Brno and what reasonable shipping method to use.
We will issue confirmation that the complaint has been submitted. We will resolve the complaint and inform you as soon as possible, no later than 30 days, unless we agree otherwise in the particular case.
Your rights
For a defect, you may request repair or replacement unless the chosen option is impossible or disproportionately costly. A discount or withdrawal may be available in particular if we refuse to remedy the defect, fail to remedy it properly and on time, the defect recurs or is material, or it is clear that a remedy cannot be provided without significant inconvenience. You may not withdraw for an insignificant defect.
A consumer may raise a defect that becomes apparent within two years of receipt. If it becomes apparent within one year, it is presumed to have existed on receipt unless the nature of the item or defect precludes that presumption.
What is not a defect
Normal wear and tear, damage caused by improper use, washing or maintenance, mechanical damage caused by the customer, or a characteristic expressly disclosed before purchase does not constitute a defect. We always assess the specific product, its description, and the circumstances.
If the complaint is justified, we will reimburse reasonably incurred costs. We recommend agreeing the shipping method in advance. This does not limit the statutory right to reimbursement.
Model withdrawal notice
I hereby give notice that I withdraw from the purchase contract for the goods [goods], order [number], ordered/received on [date].
Name: [name]
Address: [address]
Date: [date]
Signature only for a paper submission.