Overview
At Vetrahouse, we place great importance on reliable and transparent shipping. Below you will find all the important information regarding delivery, shipping costs, and returns.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Shipping
We currently ship to Germany and selected countries within the European Union.
Processing Time
Orders are generally processed and shipped within 1–3 business days.
Delivery Time
- Germany: approx. 2–5 business days
- European Union: approx. 4–10 business days
Please note that delivery times may be slightly longer during public holidays or due to unforeseen circumstances.
Shipping Costs
Shipping costs are clearly displayed during the checkout process before you complete your order.
Order Tracking
Once your order has been shipped, you will receive a shipping confirmation by email. Where available, this email will include a tracking number, allowing you to track the status of your delivery at any time.
Returns
You have the right to withdraw from your order within the statutory withdrawal period of 14 days.
The goods should be returned unused, undamaged and, where possible, in their original packaging.
Please contact us before returning any items at:
Email: info@vetrahouse.com
We will then provide you with the return address and further information on the return process.
Vetrahouse will cover the return shipping costs, provided that the returned items are undamaged, complete and in a condition that does not indicate any use beyond what is necessary to inspect their nature, characteristics and functionality.
If the items show damage or signs of use beyond what is necessary for such an inspection, we reserve the right to claim reasonable compensation for any loss in value in accordance with the applicable statutory provisions.
Refunds
After receiving and inspecting the returned goods, the refund will be issued within 14 days using the same payment method that was used for the original order.
If the goods show signs of use beyond what is necessary for a customary inspection, we reserve the right to claim reasonable compensation for any loss in value in accordance with the applicable statutory provisions.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.
Damaged or Defective Items
If your order arrives damaged or has a defect, please contact us immediately at:
Please include your order number and, if possible, photos of the damage so that we can process your request as quickly as possible.
Need help?
Contact us at {email} for questions related to refunds and returns.