Refund policy

 

At VISANA, we want you to fully enjoy your purchase. That’s why we offer a simple and clear process for exchanges and returns.

1. Exchanges

If you're not satisfied with your order, you can request an exchange within 14 days of receiving it.
It's important that the product is in perfect condition, with no signs of use or damage.

You must send the item to the following address:

Carrer de la Ciutat d'Asuncion, 16, Sant Andreu, 08030, Barcelona

To begin the exchange process, email us at visanaworldshop@gmail.com, and we’ll guide you through the next steps.

You can exchange your item for another available in our online store. If there’s a price difference, we will either provide a store credit or request the payment of the difference, as applicable.
The customer is responsible for shipping costs, except in cases where the item is defective.

Requirements for exchanges or returns:

  • Order number.

  • Items must be in perfect, unused condition.

  • Request must be submitted within 14 days.

VISANA reserves the right to reject exchanges or returns that do not meet these conditions.

2. Returns

You have 14 days from the date of receipt to request a return.
Please email us at visanaworld@gmail.com to begin the process. We will provide you with the necessary instructions.

In the case of a return, the customer is responsible for shipping costs, unless the item has manufacturing defects or an incorrect product was sent.
Returns are issued in the form of a gift card, with no expiration date, for future purchases in our store.

3. Refunds

Refunds are only issued in the case of an error on VISANA’s part, such as the purchase of an out-of-stock item.
The refund will be processed using the same payment method used at checkout, excluding shipping costs.
Please note that some banks may take a few extra days to reflect the refund in your account.

4. Non-Returnable Items

We do not accept returns for:

  • Items on sale or with applied discounts.

  • Gift cards.

5. Damages and Issues

Each item is inspected before shipping, but if you notice a defect, damage, or the wrong item upon delivery, you must contact us within 24 hours of receiving your order so we can provide a solution.

6. Contact

If you need more information or assistance with your order, you can reach us at:
visanaworld@gmail.com