Returns & Withdrawal

Why There Is No Consumer Withdrawal Right

Under German law (§ 312g BGB) and EU Directive 2011/83/EU, the right of withdrawal applies only to contracts concluded between a business and a consumer. VAITTO operates exclusively as a B2B platform. All registered accounts are verified business entities. Purchases made through VAITTO are commercial transactions between businesses and are therefore outside the scope of consumer protection withdrawal rights.

Returns for Defective or Incorrect Goods

Wholesale orders. We do not accept discretionary returns on wholesale orders — no change-of-mind returns, no returns for over-ordering. Goods that arrive defective, damaged in transit, or not as ordered are covered: report them in writing within 7 business days of receipt and we will replace, credit or refund following inspection.

Dropship orders. Returns are accepted within 14 days of delivery to the recipient, subject to prior authorisation and an RMA number. The goods must then reach us within a further 14 days, unused and in original condition with all tags, boxes, dust bags and packaging intact.

While there is no right of withdrawal, you are entitled to your statutory warranty rights as a business customer under §§ 434–445 BGB. We will accept returns in the following circumstances:

Returns Process

To initiate a return, follow these steps:

1. Contact us at returns@vaitto.com
2. Include your order number, a description of the issue, and photographic evidence where applicable
3. Wait for a Return Merchandise Authorisation (RMA) number from our team
4. Ship the item(s), in original packaging using a tracked service, to our warehouse in Hanau, Germany. The Retailer bears the cost of return shipping, except where the return results from an error on our part — incorrectly shipped item, goods damaged in transit, or goods materially not as described — in which case VAITTO issues a prepaid return label
5. Upon receipt and inspection, we will issue a replacement or credit note within 5 business days

Returns sent without prior authorisation (RMA number) will not be accepted.

Dropship Orders — End Customer Returns

For dropship orders, the contract with the end customer is between the Retailer and the end customer. The Retailer is solely responsible for managing end customer returns, complaints, and any applicable consumer rights in the end customer's jurisdiction.

If a dropship item is defective or incorrectly dispatched, the Retailer may raise a return claim with VAITTO following the process above within 14 days of the end customer notifying the Retailer.

Condition of Returned Goods

Returned goods must be in their original condition, unworn, unwashed, and with all tags attached. Items that show signs of use, damage caused by the Retailer, or missing packaging may be refused or subject to a restocking fee.

Contact

For all returns and warranty enquiries:
Email: returns@vaitto.com
Response time: within 2 business days