Niederkasseler Lohweg 189, Düsseldorf, Germany
Return Policy
We want you to be completely satisfied with your purchase from VAROLO. However, if for any reason you're not completely satisfied, there are a few important things to keep in mind when returning a product you purchased online from VAROLO:
1. Eligibility for Returns
You have 30 calendar days from the date of delivery to request a return, and needs to be returned to us before the 30-day return window expires.
To be eligible for a return, the product must be returned in its original, unused condition, with all accessories, manuals and original packaging. Any product that is damaged, worn or shows signs of use will not be eligible for a return. Pack it with care like we do. VAROLO reserves the right, at our sole discretion, to determine whether a returned product is in original condition.
You will also need the receipt or proof of purchase.
Only items purchased directly from varologear.com can be returned to VAROLO. VAROLO products purchased through other retailers must be returned in accordance with their respective returns and refund policies.
Free gifts or promotional items are not returnable.
If a return is lost and our return label was not used, the customer is responsible for the loss.
Important: For products with rechargeable batteries (e.g., helmets), please ensure that they are fully charged before returning. Charge the item for at least 4 hours prior to sending it to the warehouse. Failure to do so may affect the eligibility of your return, as uncharged items may be incorrectly classified as defective.
2. Return Process
To start a return, please contact our customer service department at support@varologear.com. Please provide your order number, and the email address used to place the order and reason for return. Items sent back to us without first requesting a return and receiving return instructions will not be accepted.
3. Return Shipping
Upon approval of your request, we will provide you with a return label or specific instructions for returning the product to our warehouse. Return costs are at the customer's expense, except in the case of a defective product or error on our part. VAROLO does not cover return shipping costs and any damage that might occur on the way back.
Once we have received the returned product, we will examine it. Processing your return request will take approximately 7 to 14 working days. You will be informed by email once your request has been processed.
It is the customer's responsibility to find out about import duties and taxes applicable in their country. In the event of refusal to pay customs duties or import VAT, and if the parcel is returned to VAROLO, the return costs will be deducted from the refund of the order.
Please note: Please use a trackable shipping method and retain your shipping receipt. We are not responsible for lost or damaged returns in transit.
4. Refunds
Your refund will be applied to your original method of payment.
Please note: Original shipping charges and taxes are non-refundable.
5. Damaged or Defective Items
If an item is defective, damaged or received the wrong item, please contact us immediately. You can reach our Customer Support team at support@varologear.com. Please provide your order number and photos of the damage or defect. We will work with you to resolve the issue as quickly as possible.
