Refund policy

Return & Refund Policy
Last updated: 04/02/2025

At Vatou Soa, each piece is crafted with care. If, however, your order does not meet your expectations, the following return conditions apply:

1. Return period
You have 14 days from the date of receipt to request a return or exchange.

2. Return conditions
To be eligible for a return, the item must:

  • Be in its original condition (unused and unworn)

  • Be returned in its original packaging, with any tags still attached

  • Be accompanied by proof of purchase (receipt or order number)

Items that are damaged, worn, or incomplete will not be accepted.

For hygiene reasons, earrings are not eligible for return by default. However, each request is considered on a case-by-case basis, with care and understanding.

3. Personalized products
In accordance with Article L221-28 of the French Consumer Code, custom-made creations (tailor-made bracelets, intuitive pieces, or items made to your specifications) cannot be returned or exchanged.

4. How to return an item
To initiate a return, please email us at: contact@vatousoa.com
Once your request is approved, you’ll be given the return address.

Returns must be sent with tracking.
Return shipping costs are the responsibility of the customer.

Once we receive your return in acceptable condition, we will process a refund or exchange within 14 days.

5. Damaged or faulty products
If your order is faulty or was damaged during shipping, please contact us as soon as you receive it at: contact@vatousoa.com
Be sure to include a photo of the item and a clear description of the issue.

If the request is approved, we’ll provide a return label or another suitable solution.

6. Non-returnable items

  • Gift cards

  • Earrings (returns considered on a case-by-case basis)

  • Personalized or custom-made items

7. Reshipping fees
If a package is returned due to “unclaimed,” “address unknown,” or “incomplete address,” we will contact you to arrange reshipment.
Reshipping costs will be at your expense.

8. Delivery issues
If the tracking indicates your package has been “delivered” but you have not received it, you must file a claim directly with the carrier.

Once you send us a copy of the claim by email, we will review the situation and may offer a refund or a replacement.

9. Exchanges
To exchange an item, we recommend following the standard return process and placing a new order once your return has been approved.

10. EU Right of Withdrawal
If you reside within the European Union, you have a legal 14-day withdrawal right from the date of receipt, with no need to justify the return.
This right does not apply to personalized items.

The returned item must be in perfect condition, unused, complete, and in its original packaging.

11. Refunds
You will be notified once we have received and inspected your return.
If the return is approved, your refund will be issued to your original payment method within 10 business days.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact us at: contact@vatousoa.com