Terms and Conditions

VOX WOOLF PRIVATE COMPANY

TERMS AND CONDITIONS (T&Cs)

(ref: VW-5633 rev 0)

1. GENERAL

1.1 The website www.voxwoolf.com is an official website of VOX WOOLF PRIVATE COMPANY, headquartered at 28 Amarousiou Avenue, Neo Iraklio 14123 Attica, Greece with Hellenic tax registration number EL 802085049. The website (website or site or electronic pages, web server, server, servers or other similar meaning, hereafter called the “Site”) serves as the official website and online store (e-store or e-shop) of the company (Company or Vox Woolf, us, we, our, ours, hereafter called the Company or We). 

1.2 The terms and conditions presented below (terms and conditions or terms and conditions of use or terms or conditions or other similar meaning, hereafter called “T&C”) apply to You (you, your, the user, client, customer, final consumer, visitor, visitor to the Site) by virtue of your electronic use of the Site and the information herein. Use of any of the electronic pages and services of the Site implies your full agreement and consent to all the T&C applicable for the entire content or parts of the Site. You should read all the T&C and ensure you understand them before proceeding to use the Site. If you do not agree with any one of the T&C you are required to leave the Site and not use any of its content and services. Moreover, before you complete any “Purchase” (purchase individual items, products, subscriptions or services by placing an order, making payment and setting up shipping and delivery instructions), create or modify your personal account or other similar services on the Site, you will be asked to confirm your agreement with the T&C that are in effect at the time of your Purchase. Your continuing use of the Site implies your unconditional acceptance and agreement with the T&C.

1.3 The T&C, in part or in whole, can be modified by us from time to time, at our discretion. The new T&C are in effect from the moment they are uploaded on the Site. When you click to complete a Purchase you will be asked to confirm your agreement with the T&C that are in effect at that time. By clicking the “I Agree” button (or similar) you confirm that you have read and accept all the T&C in effect at the time. We suggest that you review those T&C periodically as those changes may affect our relationship with you, the information on the Site or the use of information by us.

1.4 You (the “Customer”) are the final consumer of the products and services of the Site. Final consumer has the meaning that you make Purchases for purposes not related to a business, to commercial or professional activity, nor for resale, exchange for commercial gain, loan or borrowing to other individuals, companies or organizations. If you are not a final consumer, you are required to leave the Site immediately. For any further use of the Site, you are required to contact the Company directly via phone, email or in person. If you are not the final consumer in the meaning stated above, we reserve the right not to respond or fulfil your Purchases.

2. PRIVACY POLICIES – USE OF COOKIES – PERSONAL INFORMATION – SECURITY

2.1 In order to complete a Purchase, we will request that you provide us with Personal Information (some or all of your title, name, company name, user name, user ID, password, physical address, registered address, shipping address, billing address, tax ID number, electronic address, electronic identification, contact information, phone number, date of birth, age, gender, affiliation, billing information, images, credit card, debit card or electronic wallet information). This information is processed as needed by us and/or by third parties (such as warehouse, supplier, fulfillment and shipping, credit card authorization platform, financial institution) in order to complete a Purchase. The information is processed in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) and is not disclosed, published or sold to any unrelated party without your explicit consent, except under provisions of N. 2225/1994 and obligations under directive 24/2006. Under certain circumstances required by law, we may be compelled by competent authorities, court orders or legal proceedings to disclose some of this information. We will make all reasonable effort to restrict such disclosures to what our legal obligations define at the time.

2.2 We use the personal information you provide us to complete a Purchase. This includes confirming your order, processing payment, registering your order, fulfilling and shipping your order. We may also use the information to communicate with you about your order, to make suggestions about alternative or related products or services, or to communicate news about us and our affiliates. You can choose not to receive such communications from us by sending an email request to customercare@voxwoolf.com or simply by clicking Unsubscribe at our Newsletters or Events Invitations or at any other form of email you receive from our party. Also, all personal information you opted in at any of our retail sales points, shop-in-shops, stands, promotional events, displays and exhibits, may be used to send you newsletters, events Invitations and get in touch with you if necessary. If you do not wish to receive emails anymore you simply click Unsubscribe at the bottom of the email.

2.3 If you connect with our Site through our affiliates or through social media such as Facebook, Twitter, LinkedIn, Instagram, Whatsapp and the like, we may receive information about you from those sites according to their privacy policies and according to the settings you have accepted from them. We do not have any control over them and their policies, so please ensure you have acted accordingly. 

2.4 Each time you connect to our Site, we may collect information that pertains to your IP (internet protocol) address, your location, your device type, the browser you are using, your network provider, the time zone and country, language preferences, Site pages you have visited, error and download reports. Our IT systems may collect this information automatically and may use it to facilitate your visit and improve our services. Some of this information is collected by “cookies” (defined below). When visiting our physical stores, you may also use our Wi-Fi services and you may provide similar information to our systems. You can prevent this from happening by turning off the Wi-Fi enabling function of your device.

2.5 Cookies are short electronic software scripts sent automatically among our Site, your browser and your electronic equipment (which may be your computer, your mobile or other device or other means you have used to access our Site). Cookies function to communicate more efficiently between you and our Site and improve your experience with our Site.

2.5.1 Cookies are either temporary (deleted at the end of each session/visit to our Site) or enduring (stored and used over multiple sessions). Some of the cookies are necessary for the proper functioning of the Site and your session (such as remembering your log-in information, or the items in your shopping basket). You cannot navigate the Site without allowing such cookies. Other cookies are optional (such language preferences, country, location, size, colors) and improve the functionality of the Site and allow us to customize our services to you. Other cookies are used by us for data analytics purposes and convert information into non-personalized statistical data for diagnostics and related business decisions. 

2.5.2 You can block certain types of cookies by following your browser’s instructions, which should identify the files and locations of those cookies and how to block them or delete them. We do not control the policies and settings of your browser. Blocking or deleting cookies may not allow you to use some of the features of our Site. You can get information about blocking, controlling and deleting cookies from www.aboutcookies.org or www.youronlinechoices.eu 

2.5.3 Note that various social media sites, such as Facebook and Instagram may also use cookies during your session in our Site, if you have allowed or accepted them to do so. We do not control those cookies and the respective policies of the social media. Please, refer to their policies and set their settings according to your preferences.

2.6 Unless you inform us otherwise, as described above, you consent to the deployment of cookies and the information you provide to us for the authorized use by our current employees and related parties to complete Purchases and improve our services to you. We take a number of reasonable and appropriate steps to inform and require our employees and related parties to adhere to the prevailing European Union and Greek regulations in the use and storage of such information. As part of those steps, and as reasonably possible, we use encryption technology for transmission and storage of information, we do not store details of your credit card information beyond what is needed to complete specific transactions, and we ask you to use a secure password to access your account on our Site. We regularly monitor the traffic on our Site to detect vulnerabilities and possible breaches. Nonetheless, you should be aware that any information transmitted over the internet or stored in digital form is not completely secure and we cannot complete guarantee the security of your personal data transmitted to us through the internet. You accept the risk of any such transmission.

2.7 Under Greek and European Union regulations you have various legal rights to review the personal information we hold on you, to dispute and request corrections about inaccuracies of your personal information. Please, contact us via email at customercare@voxwoolf.com or by writing to us at Vox Woolf P.C., Attention: Vox Woolf EShop, 28 Amarousiou Avenue, Neo Iraklio 14123 Attica, Greece, to convey your reasonable request about the specific information and corrections. Such communication can be in either the English, or Greek language. 

2.8 For purposes of completing a Purchase or other services, we may transfer and store some personal information to a destination outside the European Economic Area (EEA), such as the United States of America (USA). We may also process information through suppliers and partners located outside the EEA. In such cases, we will take reasonable steps to ensure your personal information is treated in accordance with the EU regulations that apply in such situations.

2.9 You may be accessing our Site from a location outside the European Union, or from countries that have different personal information laws, or via and through browsers with different levels of protection than those that apply in the EU. You explicitly accept that those provisions may be lower or different than what we provide here, and that we cannot guarantee the protection of personal information we receive from and through them nor can we comply with the range and possible contradictory statures of different jurisdictions. You accept that by using our Site, our relationship with you is governed by European and Hellenic laws as appropriate.

2.10 In case of change of ownership or control of the Company in a lawful way, such as merger, acquisition, sale, transfer or reorganization, we can transfer, sell or concede the information collected by our Site to the relevant parties. Such transfer will be announced on our Site and will be in effect as prescribed by law.

3. INTELLECTUAL PROPERTY – COPYRIGHT – TRADEMARKS

3.1 All elements of the Site, such as design, text, video, audio, graphics, logos, button icons, images, layout and arrangements (together commonly referred to as the Content) belong to the Company and are protected under copyright laws of the EU and pertinent international statures. The images and text, videos, and audio clips, including but not limited to descriptions of products and features that are provided to us by our suppliers and used in the Site, are protected under their copyright provisions and are used here with permission of their rightful owners. You are permitted to visit the Site, view the Content and download a limited amount of copyrighted material for your own temporary and personal use, as a final consumer. You are not authorized to use any copyright material for commercial or professional purposes. You must not systematically extract or use Content in any commercial or professional capacity. You must not extract by physical or electronic means (such as data mining), whether once or multiple times, any of the Content of the Site for commercial or professional use either for direct or indirect, financial or other benefit. You must not re-utilize or extract any parts of the Content of the Site without our prior written consent.

3.2 You are permitted to provide electronic links to our Site subject to prevailing legal and customary norms. Such links must be presented in such ways and under specific representations that do not damage our reputation or take advantage of our identity or to imply any endorsement by us or any affiliation between us and other linked websites. We reserve the right to withdraw such permission at any time and for any reason we deem appropriate. You are required to remove the link without any delay.

3.3 Wherever the Site contains links to other websites (for example websites of our suppliers, publications, social media or blogs) such links are provided to you for information only and in no way represent any endorsement, truthfulness, reliability, secure access or affiliation with us. We do not control nor monitor the content of those websites and we cannot be held responsible for any information provided or for any loss or damage you might incur from your use of such websites.

4. LIABILITY

4.1 We continuously attempt to present products, product images and descriptions, events and individuals in the most accurate way possible; however, you accept that often our abilities to check the Content are limited, many presentations and descriptions are provided to us by third parties, images may not be accurately depicted, colors may be distorted between different devices, and information may change without our knowledge or our capacity to include the new information in our Site. We cannot guarantee that all information and details are always accurate and free of errors and omissions. You are encouraged to contact us directly if you want more accurate information than what you can find from time to time on the Site. We cannot be held liable for any loss or damage you may suffer from incomplete, inaccurate or distorted information on our Site.

4.2 We are responsible for any loss or damage you suffer in relation to visiting our Site and avail of our services that is an obvious consequence of our negligence, fraudulent misrepresentation on our part or other liability that cannot be limited by law. We are not responsible for any loss or damage, injury or death that is not foreseeable or beyond our control.

4.3 We assume no liability toward you if you do not meet the minimum age requirement (currently 18 years of age) or mental and financial capacities as prescribed by law. We have no reasonable way to check your age or capacities; by using the Site you declare that you meet appropriate legal requirements. If you do not meet those requirements, we have the right to demand reparations from your legal guardian or representative.

4.4 Since you are a final consumer and our services and Purchases are supplied for your domestic and private use, we do not accept any liability for any commercial, business, or professional loss, damage, business interruption, or missed business opportunity.

4.5 We will not be held liable for any loss or damage related to the use or inability to use the Site. We will not be held liable for any loss or damage you may incur from representations you may make with respect to use of the Site. We will not be held liable for reliance by you or third parties on specific Content except that for which we explicitly state otherwise. The Content of the Site is provided for general non-commercial information only. Content may be out of date at any given time. Content may be provided to us by third parties we do not control. Content is not intended to be used as advice on which you should rely on and we make no representations, whether expressed or implied, that the Content is accurate, up to date, complete and free from errors and omissions. If you seek advice or clarification with respect to any specific elements of the Content, you are asked to contact us directly with specific requests.

4.6 We will not be held liable for any loss or damage caused by a virus, malware, or other technologically harmful material that may infect your device, electronic software, or your information due to your use of the Site or downloading of any Content or from any other website linked to the Site. You are solely responsible to activate and maintain up to date appropriate electronic protection before you participate in any internet activity including accessing the Site. 

4.7 Force Majeure. We will not be held liable for any loss or damage, nor for failure to perform, nor for any delay in performing any of our obligations if such loss, damage, failure or delay, is caused by an event outside of our control. Events outside of our control may be such events as acts of God, wars, terrorist attacks, civic strife, riots, pandemics, labor disruptions, strikes, transportation interruptions, natural disasters, earthquakes, fires, floods, severe weather, government action or failure, interruption of telecommunication and transportation networks. In the case of any such event occurring and affecting our operations, we will contact you as soon as it is reasonably possible to notify you about the implications of the event on our service and we will arrange for an alternative after the event is over and when an alternative is reasonably available.

5. USE OF THE SITE

5.1 Whether you visit the Site to Purchase or browse, compare information about products, follow electronic links or communicate with us, you agree to adhere to the T&C. If you do not agree to the T&C, you should leave the Site immediately.

5.2 Access to the Site is made available to you and is without a charge. You are responsible to make all necessary arrangements to access the Site and we cannot be held responsible for any charges you may incur by your network provider or browser for accessing our Site.

5.3 You are responsible for any and all individuals that access our Site through your internet connection and through your account with us. You are responsible that they are aware, understand and comply with the T&C of the Site. You are responsible for any electronic communication and information sent from your device to us and in your account with us. 

5.4 You must use the Site for lawful purposes only. You are responsible not to use the Site for any unlawful purpose, or any purpose that violates local, national, European and international law. Accordingly, any use that is illegal, offensive, abusive, obscene, inflammatory, injurious to third parties, defamatory, violates copyright or privacy laws, or can cause harm to others is strictly prohibited.

5.5 You are responsible to refrain from using the Site to send or use material that includes business and commercial soliciting, political campaigning, software viruses, mass mailings, spam, or other material that may cause inconvenience annoyance or harm to any person. 

5.6 You may not use the Site in any way that may cause or is likely to cause interruption, damage or impaired its use by others.

5.7 We will report any violation of any of the terms of use in this Article of T&C that constitutes a criminal offense. We will report such violation to the relevant law enforcement authorities, and we will disclose your personal information and identity to them for purposes of legal proceedings.

5.8 Access to the Site is temporary and for personal purposes. Access at one time does not in any way imply permission to access it at any other time.

5.9 We may modify the Content of the Site at any time and we are under no obligation to notify you about changes and modifications.

5.10 Solely at our discretion, we may restrict access to certain parts of the Site or block access by certain individuals either temporarily or permanently. 

5.11 Breach of any of the T&C will automatically and without prejudice for further action, result in you indemnifying us in full against all costs, liabilities, losses, damages, fees and expenses incurred or paid by us in relations to, as a result of or in consequence to your breach.

5.12 All transactions made through the Site are governed by the pertinent Greek, European and international laws that regulate issues relating to electronic commerce as well as consumer protection legislation N. 2251/1994 that regulates issues relating to remote sales.

6. PRODUCTS

6.1 Items, products, merchandise, and services listed on the Site are normally available for Purchase. Their images, descriptions, features, characteristics, specifications, colors, sizes and availability (collectively the Information) are accurate to the best of our efforts but we are not liable for any Information that may be incomplete, in error or out of date. Wherever or whenever you may be in doubt about specific Information or it does not seem normal or reasonable, please contact us before completing a Purchase. 

7. PRICES – CHARGES – FEES

7.1 Prices listed on the Site are quoted in Euros and are exclusive of VAT as specified by applicable laws. They exclude processing fees, shipping costs and other charges. Those fees, costs and charges will be calculated when you place an order and you will be informed of them before you complete your Purchase.

7.2 In some cases, and at its own discretion, Vox Woolf provides free shipping for online purchases.

7.3 For Purchases with a delivery address outside the European Union, the price will be adjusted to exclude applicable VAT.  You will be able to review the adjusted price before completing your Purchase.

7.4 For Purchases with a delivery address outside the Hellenic Republic, You are considered the importer of the purchased items, and any applicable customs brokerage fees, import duties and taxes are your sole responsibility.

7.5 We reserve the right to change prices on the Site at any point to reflect market conditions. We cannot be held liable for changes in the prices listed on the Site or for any loss or damage you may incur by not completing an order and then be presented with a different price at a later time. We are under no obligation to inform you of any changes in prices on the Site.

7.6 Prices are normally aligned between the Site and physical Vox Woolf stores. Price differences may on occasion occur and it is at our discretion to retain or eliminate the differences. We reserve the right from time to time to include special discounted prices in either the Site or the physical stores without matching those prices in the alternative format. 

8. ORDERS

8.1 You can use the Site to place an order and complete a Purchase. By placing an order you confirm that you are over 18 years of age and that you are not restricted by law from entering into a contract.

8.2 By placing an order, you accept unconditionally all the T&C, especially those that refer to the collection and use of personal data.

8.3 An order placed through the Site constitutes a distant/remote sales contract governed by the legal framework of law 2251/1994, amendment 131/2003, and Directive 2011/83 of the European Parliament as adapted by Greek legislation. 

8.4 In order to make Purchases you must create an account on the Site to save your personal information, billing details, and delivery details to be used for your orders. You will be given a unique user ID (username) and asked to set your own password for increasing security in the use of the account. Upon creating the account, you agree to keep the password and all other information confidential and not to disclose them to any third parties. You are responsible for any misuse of your account. Any purchase made through your account will be assumed to have been made by you. In case of loss, theft or unauthorized use of your account, you agree to inform us immediately and to seize using your account until we investigate and resolve the issue and we explicitly communicate with you that you can resume using your account.

8.5 You can create more than one billing profile on the Site and choose which profile you wish to use for each Purchase you make.

8.6 General step-by-step process for placing an order (which may change from-time-to-time):

(1) At any point during your visit of the Site, you can select an item and click on the “Add to Cart” button; the Site will automatically place one unit of the item in your shopping list.

(2) You can select more items by continuing to browse the Site and clicking on their corresponding “Add to Shopping Bag” buttons.

(3) When you finish browsing you can proceed to complete your purchase by clicking on the “Checkout” button.

(4) You can check the list of selected items at any time by clicking on “View Cart” button.

(5) You can change the quantity ordered for each item on your shopping bag by changing the number of units on the list.

(6) You can remove an item from the list by changing the ordered quantity to zero (0), or by clicking the “Delete Item” button next to the particular item and then “Update Cart”.

(7) We invite you to thoroughly check the accuracy of your selections and all the elements of your order before proceeding to payment. You are responsible for all the elements in your order, such as particular items selected, quantities, sizes, colors and the like.

(8) When you are ready to confirm your order and proceed with payment, we ask you to click on “Proceed to Checkout”.

(9) To complete an order, you must provide us with accurate information about your name or company name, phone number, email address, billing address and shipping address and tax ID number. Inaccurate or incomplete information may result in incorrect, delay, or cancellation of your order.

8.7 Once your order is completed and payment is successfully processed, your order will be advanced to fulfillment. Orders for items that are in-stock are usually dispatched within 2-4 business days upon payment of order. You may be able to cancel or modify an order by contacting our Customer Care using email. In response, we will inform you about the status of your order and the steps necessary to accommodate your desired changes.

8.8 We reserve the right not to accept or to cancel an order from a specific Customer for reasons such as an ongoing dispute between us and the Customer regarding a previous order, when we reasonably believe that the Customer is not a final consumer, the Customer has violated some of the T&C, the item is out of stock and not in backorder, is withdrawn or recalled, payment authorization is compromised, you do not meet eligibility criteria, or for other legitimate reason. You have the right to contest our decision not to process or to cancel an order by contacting our Customer Care and we will review your request. Nonetheless, you agree that accepting and fulfilling a specific order is entirely at our discretion. Moreover, you agree that we cannot be held liable for any loss or damage you might incur as a result of a cancellation of an order.

8.9 At checkout, you will be asked to review all the T&C of the Site. We recommend that you read all the T&C and ensure you understand them before clicking the button “I’ve read and accept the terms & conditions”. By clicking this button, you agree to all the T&C presented here.

8.10 At checkout, we recommend that you check each item of your order, the quantity and the prices to ensure you understand what you are about to purchase before you click the button “Place Order”. By clicking this button, you confirm the details of your order and surrender your right to dispute any part of your order.

8.11 After completing the billing details, shipping instructions and payment, you will receive an email confirmation of your Purchase, subject to payment confirmation by your financial institution. Normally, such confirmation should go out to you automatically, within an hour of processing your order. If you do not receive such confirmation within thirty-six (36) hours, it is your responsibility to inform us. The case may be that the contact information you have provided us is incorrect or incomplete. We are not responsible to identify such errors or omissions and it is not always possible for us to correct them or to communicate with you; it is your responsibility to follow up with us in case you do not receive the email confirmation of your order.

8.12 When some of the items in your order are not available at the time of shipment, we will contact you by email to explain the matter and provide you with alternative options. Normally, you can choose to have partial shipment of your order delivered at no extra cost to you, or to ask us to retain the order until all items are available and complete it in one shipment.

9. SHIPPING DETAILS – ARRANGEMENTS

9.1 Items are shipped to the delivery address indicated by you at the time of placing your order. You are prompted to enter a delivery address when you click “Ship to a different address?” otherwise items are shipped to the billing details provided. Shipping fees, where applicable, are calculated automatically; the amount depends on the products ordered, the delivery destination and the shipping option selected. 

9.2 Delivery times are estimates based on information provided to us by you and the shipping provider and we are not able to guarantee them. Delivery times will vary according to destination, and Vox Woolf shall have no liability on the performance of the courier/delivery services, or any delays that may be attributed to inspections, or customs clearances. 

9.3 You can normally follow your order from dispatch to delivery on the shipping provider’s website. You have a range of options for delivery of your order:

9.3.1 For domestic shipments, we select and use a shipping provider at our discretion depending on conditions and availability. Shipping time for this option is normally 2 to 7 days.

9.3.2 For international shipments (whether within the European Union or beyond) we normally select and use either DHL, FEDEX, UPS, or any other reputable shipping provider. We select a shipping provider at our discretion depending on conditions and availability. Shipping time for this option is normally 7 to 15 days.

9.4 Customs, import, processing and expediting or any other fees incurred in the destination country are the responsibility of the recipient. We cannot know those fees and we cannot advice you on their existence or the amount. You are responsible to check and understand any and all such fees and whether they would apply in the case of shipping your order to a country outside the European Union before completing your order. These fees will not be part of the payment calculation of your order and their existence is not a valid reason for subsequently cancelling an order, after it has been shipped. You should note that many of those fees cannot be reimbursed or refunded even if an order is legitimately returned back to us in Greece. 

9.5 In some cases, you may be provided the option for “Local Pick-Up from our Store” and pick your order in person during store hours from a Vox Woolf physical store or affiliated sales point. In such case, instructions will be provided to you. The pick-up option shall only be available during store working hours and in no case sooner than twenty-four (24) hours from the time of purchase. You will need to provide certain documents at the time of pick-up including but not limited to copy of your order and the payment receipt, and a valid personal photo ID. Pick-up orders not picked up within fourteen (14) days will be considered abandoned and a refund will be issued using the same method of payment as on the original order, and the amount of the refund will be calculated as the amount of the original order minus a handling fee not to exceed ten percent (10%) of the amount of the order.

9.6 A request for a change of delivery address may only be arranged before the order has been dispatched, and at the sole discretion of Vox Woolf. Such requests should be directed to Customer Care at email customercare@voxwoolf.com.

9.7 If delivery is prolonged and taking longer than expected, please contact our Customer Care so that we can conduct an investigation and determine more information regarding the reason for the delay and any further or corrective action that may be needed.

9.8 Vox Woolf may have more than one warehouse facility for the dispatch of its products. Where able and practical, Vox Woolf will dispatch items purchased from warehouse facilities closest to the Customer delivery destination. If there is no product availability at the closest warehouse facility, then The Company may choose at its sole discretion, to dispatch the items from the next nearest warehouse facility or sales point, even if this results in an international shipment. 

10. PAYMENT

10.1 After completing the shipping information, the Site will prompt you to proceed to payment. You can choose any one of a number of payment options and the Site will prompt you for the appropriate information and necessary steps. The acceptable forms of payment are provided within this paragraph

10.2 All Charges are facilitated through a third-party payment processor. You represent and warrant that you are authorized to use the payment method you designate via the Site. You authorize us (and our designated third-party payment processors) to charge your designated payment method for the total amount of any fees you owe to Vox Woolf, including any applicable taxes and other charges. If the payment method cannot be verified, is invalid, or is otherwise not acceptable to us, your payment may be suspended or cancelled. We reserve the right to adjust, or to instruct our payment processors to make adjustments to a payment that has already been requested or received, in order to correct errors or mistakes, or to issue refunds, in accordance with our Payment Policies.

10.3 A Customer that uses the Site must comply with the terms and conditions of the third party provider of the applicable payment service used to make the payment. Vox Woolf does not provide those payment services, is not a party to your agreement with the applicable third-party provider, and will not be liable or responsible for your use of those third-party payment services.

10.4 Other than payment, we also use the payment processor analytics, and other business services. The payment processor collects identifying information about the devices that connect to its services. The payment processor may use this information to operate and improve the services it provides to you, including fraud detection. Please refer to the payment processor’s own privacy policy.

10.5 Subject to special arrangement for purchases in excess of €5.000,00 euros, instructions can be provided for electronic bank transfers.  Such transfers are accepted from most banks and into an account owned by us.  Our Customer Care agents will provide you with our particular bank account details and relevant instructions.  Please, retain a copy of your transfer payment receipt issued by your bank for your records and in case you need to communicate with us about your payment. Our financial institution will confirm the funds transfer and subsequently, we will send you an email confirmation of your order. If the payment is not confirmed within forty-eight (48) hours, the order will be automatically cancelled.

10.6  Import duties and taxes (if applicable) for international shipments, will be borne and cleared solely by the Customer. Any reasonable requests for supporting information or documentation for the purpose of customs clearance can be made to our Customer Support email. Any fees related to the customs clearance of items shipped internationally, including brokerage fees, holding fees, and processing fees, will be borne solely by the Customer.

11. FULFILMENT OF ORDERS – SHIPPING AND DELIVERY

11.1 Depending on the payment option selected, your order will be placed on standby until we receive confirmation from the financial institution that the payment has been completed. We are not responsible for delays imposed by yours or ours financial institution or when the funds are not immediately made available in our bank account.

11.2 When the order is ready for shipment, and depending on the option selected by you, we will send you an email notification, as soon as the shipping provider picks up your order from our designated warehouse facilities. In the notification, if relevant, you will also receive a tracking number that could allow you to track the progress of your shipment.

11.3 Delivery times and locations vary and shipping companies have their own rules and conditions regarding delivery to a person, delivery to a mailing address or post office box, signature required, redirecting a delivery, holding period, notifications and the like. We suggest that you check with the shipping provider about their rules and act accordingly to complete your delivery in the most efficient manner. 

11.4 We cannot be held liable for the implications of the rules of the shipping provider and for communications and arrangements between you and the shipping provider. While we will make our best effort to resolve issues between you and the shipping provider, you understand that it is a separate company over which we have no control.

11.5 Please note, that current shipping regulations prevent certain type of products such as liquids, flammable substances, sprays and aerosols, from being shipped across national borders. In addition, other restrictions or international regulations on the export of goods may prevent Vox Woolf from fulfilling your order. Vox Woolf respects such regulations and accordingly is unable to fulfill those orders. Before completing such an order, please, contact us at customercare@voxwoolf.com for the latest regulations and alternative means of delivery.

11.6 Notwithstanding qualified warranty claims, parcels are insured for loss and damage up to the value as stated by the shipping provider in their standard terms and conditions for carriage. If you would like to have increased or additional coverage during shipping, you must arrange for such coverage at your own expense. In some cases, and at its own discretion, Vox Woolf provides free insurance coverage during shipment for the entire value of the order placed by you.

12. RETURNS – CANCELLATIONS – EXCHANGES

12.1 Purchased items may be cancelled, returned, repaired or exchanged for any of the following reasons:

(1) Cancellation for any reason whatsoever requested in writing prior to dispatch of the order.

(2) Return or exchange due to change of mind (acceptable only within fourteen (14) days of delivery).

(3) Return or exchange due to damage caused by shipping (if evidenced and properly verified).

(4) Repair or exchange due to defects covered under Vox Woolf’s limited international warranty.

12.2 If you change your mind at any time before the order has been dispatched, we are able to accept cancellations and refund you the full value of the cancelled purchase. Partial cancellations will also be accepted under the same terms, with the exception of any shipping charges that may still apply to the remaining order. Cancellation should be made in writing to Vox Woolf Customer Care at customercare@voxwoolf.com.

12.3 Even upon receiving your order, if you are not satisfied with an item you have purchased from us for any reason whatsoever, you can exchange it for another product or ask to return it back to us for a refund. You have fourteen (14) days to exercise this option from the day of receipt (delivery) of the item(s).  Exchange requests for other Vox Woolf products will be subject to stock availability, and Vox Woolf reserves the right at its sole discretion to decline an exchange, and instead provide a refund. Any applicable shipping costs and other related fees will be deducted from the refund. In the case of an approved exchange, Vox Woolf will charge or reimburse the difference in cost of the initially purchased items and the exchange product chosen.  Request for return or exchange under these terms should be made in writing to Vox Woolf Customer Care at customercare@voxwoolf.com.

12.4 If a shipment is received in damaged condition from the Shipping Provider, the Customer should first try to reject delivery from the Shipping Provider making such refusal to accept directly to the Shipping Provider. If the delivery is discovered in damaged condition following acceptance of the shipment, then the Customer should retain and not throw away both the external shipping box and product box(es). In either case, the Customer must notify Vox Woolf Customer Care within three (3) days of delivery and provide photographic evidence. We will process a replacement as soon as the Shipping Provider completes their investigation into the claim, and will endeavor to keep this no longer than five (5) working days. Prior to the dispatch of any replacement item(s), the damaged shipment must be returned and received by Vox Woolf, which will reimburse the Customer for any shipping costs charged for the return. Replacement item(s) will be dispatched promptly after receipt of the damaged shipment subject to stock availability and the Customer shall not bear any shipping costs associated with the replacement shipment. If there is no stock availability, and the dispatch is expected to take longer than thirty (30) days, the Customer may choose to request a refund on the replacement item(s) instead.

12.5 Except for any claim under warranty or for items damaged during shipment, in order for us to accept a return or exchange request, all items returned must be in the same condition as received, sealed and unopened, and not used or worn in any way, with original  packaging and with all the parts, labels and instructions in place. Items damaged during shipment shall be returned in the condition received, including original packaging and all parts, labels and instructions received at delivery. Items returned under warranty due to qualifying defects need only be returned in a suitable manner which does not cause damage during shipment, taking consideration as to the delicacy of the product.

12.6 If a shipment is unreasonably delayed, and is subsequently determined with the Shipping Provider to be considered lost and untraceable, Vox Woolf will immediately process a replacement order subject to stock availability, at no additional cost to the Customer. If there is no stock availability, and the dispatch is expected to take longer than thirty (30) days, the Customer may choose to request a refund on the replacement item(s) instead. In such case, the Customer shall receive a full refund including any taxes and shipping costs charged.

12.7 Before returning an item for any reason, you must first contact our Customer Care agents at customercare@voxwoolf.com and request a “Return Authorization Number” (RAN) specific to a particular return. The RAN will be sent to you in the designated email we have on your order and will contain information about preparing and shipping your return, and the address for the return

12.8 The following items cannot be returned, exchanged or refunded:

(1) Items damaged or lost during return.

(2) Returns without original packaging, all parts, labels and instructions.

(3) Items on final sale (Items discounted 40% or more to original retail price, or marked as final)

(4) Products where the price of precious metals, precious stones, and the like, have fluctuated significantly between the time of purchase and the time of return (more than fifteen percent (15%)).