Vera Valor warranties
Returns and cancellations
The prices of our coins are variable based on a price chart and are therefore not fixed. Because of this, and in accordance with Article L221-28 of the Consumer Code, we are unable to accept returns on gold and silver coins..
For accessories that you can purchase on our site, you have up to 14 days after receipt to return them to us.
Types of return
1. For gold and silver coins
As indicated above, coins cannot be returned. However, if despite all of our quality checks that we carry out when preparing your order a coin is damaged when you receive it, you can contact our customer service team so that we can arrange an exchange.
In this particular case, because we're only human and mistakes can happen, we will cover the costs of returning the product.
You have 72 hours from receipt of the package to lodge your complaint. Our customer service team will respond to you as soon as possible and will help to arrange an exchange of the damaged items.
2. For accessories
If you're not happy with your accessory or you'd like to exchange it for a different item (not including gold and silver coins), you have up to 14 days from receipt of the item to contact our customer service team. You will be responsible for the cost of returning the item.
Rules for returns
In order to meet your requirements and accept the return of your item, please check that the following conditions are met:
- the accessory is in perfect condition and has not been used.
- the return parcel has been appropriately packaged to protect the product being returned.
- the product has been returned within 14 days after reception, as evidenced by the date on the postmark.
If all of these conditions are met, we will notify you of our decision within 14 days and where a refund has been requested, we will credit the account that was used when the order was placed. Generally, the decision is made 2 to 3 days after we receive your returned parcel, to give us time to check the products.
You can notify us of your intention to return a product directly within your customer account area. To do this, go to the "Order history and details" section, select the order in question and then in the "Add a message" section, you can contact our service team.
If you need any support for this process, you can contact one of our advisers by phone on +33 1 8088 4695, or by email at the following address: [email protected].