Widerrufsrecht

We understand that sometimes you may need more time to decide whether an item is right for you. That is why VILBERS offers an extended 60-day return period from the date you receive your order, in addition to any statutory rights available to you under applicable law.

To be eligible for a return, the item should be in its original condition and may only have been tried on or handled to the extent necessary to check its fit, nature and characteristics. Please return all original tags and packaging where possible.

Handling an item beyond what is reasonably necessary to inspect or try it on may result in a reduction of the refund if the value of the item has been diminished.

How to make a return

To request a return, contact us at vilbers@vilbers.com or submit a return request through your customer account. Returns should be sent to:

VILBERS SIA
Gaujas iela 18
Vangaži, Ropažu novads
LV-2136, Latvia

Please contact us before sending your return so we can provide the necessary return instructions. Return shipping costs are covered by the customer, unless the item is incorrect, damaged or otherwise non-conforming, or unless applicable law requires otherwise. VILBERS does not provide return labels for standard returns. If you are unsure about sizing, fit, materials or any other product details, we encourage you to contact us before ordering. We are happy to help you choose the right option.

Exchanges

If you need a different size or item, VILBERS offers one free exchange per order. Please contact us at vilbers@vilbers.com before sending anything back so we can confirm availability and provide exchange instructions. Any further exchanges may be subject to additional costs.

Damaged, incorrect or non-conforming items

Please inspect your order after receiving it and contact us as soon as possible if an item is damaged, defective, incorrect or otherwise does not conform to your order. We will assess the issue and provide an appropriate solution. Where the item is incorrect, damaged or non-conforming, VILBERS will cover the applicable return or replacement costs. This does not affect your statutory rights.

Personalised and non-returnable items

The right of withdrawal may not apply in cases provided by applicable law, including goods made according to the customer's individual specifications or clearly personalised for the customer. This does not mean that every made-to-order VILBERS product is automatically non-returnable. Products made in a standard size or configuration remain subject to this return policy unless they have been individually customised or personalised. The right of withdrawal may also not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once the seal has been opened after delivery. Gift cards and other items may also be non-refundable where permitted by applicable law. If you are unsure whether your item can be returned, please contact vilbers@vilbers.com before sending it back.

14-day right of withdrawal for EU consumers

If you are entitled to the statutory EU right of withdrawal, you may withdraw from an online purchase within 14 days of receiving the goods, without providing a reason, unless a statutory exception applies. To exercise this right, you must inform us of your decision within the 14-day period by contacting vilbers@vilbers.com. After notifying us, the goods must be returned without undue delay and no later than 14 days from the date on which you informed us of your withdrawal. The statutory 14-day right of withdrawal is separate from and does not limit VILBERS’ additional 60-day return policy.

Refunds

Once your returned item has been received and checked, we will notify you about the status of your refund. Approved refunds will be issued to the original payment method unless otherwise agreed. Your bank or payment provider may require additional time to process and display the refund. When you exercise the statutory EU right of withdrawal, we will refund payments as required by applicable law, including the cost of the least expensive standard delivery method offered by us. We may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.