Returns and Refunds Policy

1. Identification of the owner

Owner: Rotorcat2019 S.L.
NIF: B55353643
Trading name: Vanco Studio
Address: Camí del Puig de les Llagastes, 27, 17258 L’Estartit, Girona, Spain
Support email: info@vancostudio.com
Website: www.vancostudio.com

2. Scope

This policy applies to all purchases made through the website www.vancostudio.com, including:

• Standard physical products
• Personalised or custom-made physical products
• Downloadable digital files (STL, SVG, DXF or others)
• Design, manufacturing, consulting or other digital services

Vanco Studio ships physical products mainly to Spain and European Union countries, and offers digital downloads worldwide.

3. Right of withdrawal (consumers only)

In accordance with current regulations, consumers have the right to withdraw from an online purchase within 14 calendar days, without having to provide a reason.

3.1. Withdrawal period

• Physical products: 14 calendar days from receipt of the order.
• Services: 14 days from the date of purchase, provided the service has not been fully performed.

To exercise the right of withdrawal, the customer must notify us in writing at info@vancostudio.com, stating the order number.

4. Conditions of withdrawal

• The product must be returned in good condition, with no use beyond what is necessary to verify its nature and operation.
• The customer will be responsible for any depreciation resulting from improper handling.
• Return shipping costs are borne by the customer, unless the return is due to an error or defect attributable to Vanco Studio.

Vanco Studio may withhold the refund until the returned product is received or until the customer provides reliable proof of return.

5. Exceptions to the right of withdrawal

The right of withdrawal DOES NOT apply in the following cases:

5.1. Personalised or custom-made products

Returns under the right of withdrawal are not accepted for products manufactured according to the customer’s specifications (dimensions, names, personalised designs, custom commissions).

5.2. Downloadable digital products

For digital files:

• Returns or refunds are not accepted once the download or access has begun.
• The customer expressly accepts immediate delivery of the digital content and acknowledges the loss of the right of withdrawal.

“I request immediate delivery of the digital content and acknowledge that, once the download or access begins, I lose my right of withdrawal.”

5.3. Services already performed

If the customer authorises the start of a service within the legal period and it is performed in whole or in part, the right of withdrawal will not apply or may involve a proportional charge for work already carried out.

6. Prior authorisation for returns (RMA)

No return will be accepted without prior authorisation.
The customer must first contact info@vancostudio.com and wait for instructions.

Shipments received without authorisation may be refused or returned to the sender.

7. Defective, damaged or incorrect products

If the order arrives defective, damaged or incorrect, the customer must report it within a maximum of 7 calendar days from receipt, attaching:

• Photographs of the product
• Photographs of the outer and inner packaging
• Visible shipping label

Failure to provide photographic evidence of the packaging may prevent a claim from being made against the carrier.

In these cases, Vanco Studio will bear the costs and offer, as appropriate:

• Repair
• Replacement
• Full or partial refund

8. Incorrect address, failed delivery or non-collection

It is the customer’s responsibility to provide a correct and complete address.

If an order:

• Cannot be delivered because the address is incorrect or incomplete
• Is not collected
• Is refused for a reason not attributable to Vanco Studio

The customer must bear the reshipping costs.
If a refund is requested, only the product amount will be refunded, less the actual shipping, return and handling costs.

9. International shipping, taxes and customs

For shipments outside Spain, the customer is responsible for:

• Local charges
• Customs duties
• Import taxes
• Customs clearance fees

If the parcel is refused due to non-payment of charges, the provisions of the previous section will apply.

10. Refunds

• Refunds will be made using the same payment method used for the purchase.
• The maximum refund period will be 14 calendar days from acceptance of the request.

In the event of withdrawal:

• Only the standard shipping cost is refunded.
• Express or premium shipping will not be refunded.

11. Returns procedure

1. Contact info@vancostudio.com, stating:
   • Order number
   • Product or service
   • Reason (optional)
2. Wait for confirmation and return authorisation.
3. Send the product following the instructions received.

12. Contact

Vanco Studio – Rotorcat2019 S.L.
Camí del Puig de les Llagastes, 27, 17258 L’Estartit, Girona, Spain
info@vancostudio.com