Refund policy

Returns and refunds

We want every Vemio piece to be received with joy. If something isn't right, we'll make it right.

Damaged, faulty or incorrect items
If your order arrives damaged or faulty, or isn't what you ordered (including a mistake in personalization made by us), email us at hello@vemio.com within 14 days of delivery. Include your order number and a photo of the item and packaging. We'll send a free replacement or give you a full refund, including shipping. We may ask you to return the item; if so, we'll cover the cost.

Personalized items
Personalized pieces (for example, items with a name, date, initials, photo or custom message) are made especially for you. For this reason we can't accept returns or exchanges of personalized items for change of mind, incorrect sizing chosen by you, or spelling and details entered by you at checkout. Please check your personalization carefully before you place your order.

Non-personalized items: 30-day returns
You can return non-personalized items within 30 days of delivery if they are unused, in their original condition and packaging, with any card or box they came with.
1. Email hello@vemio.com with your order number before sending anything. We'll reply with the return address and instructions.
2. Return shipping is paid by you, unless the item was damaged, faulty or incorrect. We recommend a tracked service, as we can't be responsible for returns lost in transit.
3. Once we receive and inspect your return, we'll refund the item price to your original payment method. Original shipping charges are not refundable.

Customers in the European Union and the United Kingdom
If you live in the EU or the UK, you also have the legal right to cancel your purchase within 14 days of receiving it without giving a reason. To do so, send us a clear statement by email to hello@vemio.com. This right does not apply to goods made to your specifications or clearly personalized. We'll refund you within 14 days of receiving the goods back (or proof that you have sent them), using the same payment method you used.

Refund timing
Approved refunds are processed within 10 business days. Depending on your bank or card issuer, it may take a further 5–10 business days for the money to appear in your account.

Cancellations
Because pieces are made to order, we can only cancel an order if it has not yet gone into production. Email us as soon as possible and we'll do our best.

Your legal rights
Nothing in this policy limits any rights you have under the consumer protection laws of the country or state where you live.

Contact
Martin Procházka, sole trader, Business ID (IČO) 08683450, Bačalky 69, 507 23 Bačalky, Czech Republic
Email: hello@vemio.com