Refund policy

LAST UPDATED · JULY 9, 2026

This Refund Policy explains how returns and refunds work when you order from TresVera. "We", "us" and "our" refer to Pacurro, trading as TresVera. It should be read alongside our Terms of Service.

Nothing here limits your statutory rights as an EU consumer. Where anything in this policy reads as narrower than what the law gives you, the law wins.

Your 14-day right to cancel

If you're a consumer in the European Union, you can cancel your order within 14 days of receiving it, for any reason and without needing to explain yourself. You're welcome to unpack and examine the item as you would in a shop before deciding, and that alone doesn't affect your right to cancel. The only exception is facial-care tools supplied with an individual hygiene seal, covered under Hygiene exception below.

You can exercise this right in either of two ways: through the cancellation option on your order status page or account, or by emailing info@tres-vera.com with your order number. Either way, once you've told us, you then have a further 14 days to send the item back.

How to start a return

Whichever way you cancel, email us at info@tres-vera.com with your order number and the reason for the return, if you haven't already done so through the cancellation option. Because our products ship from different fulfilment partners around the world, the correct return address depends on the item and your location, so we'll reply within one business day with the instructions for your case.

Please don't ship anything back before we've confirmed. Items sent without prior approval can't be tracked, refunded, or returned to you.

Faster resolution for low-value items

For some orders, the cost of shipping an item back is higher than the item itself is worth. In those cases we'll simply approve a full refund without asking you to send it back, and confirm this with you in writing.

Damages, defects and your legal guarantee

Please check your order as soon as it arrives. If something is defective, damaged, or not what you ordered, email a photo to info@tres-vera.com within 7 days of delivery, and we'll arrange a replacement or refund without asking for the item back.

That 7-day window is a fast-track for your convenience, and it doesn't limit your statutory rights. Under EU consumer-guarantee law, you remain entitled to a remedy for goods that are faulty, damaged, incomplete, or not as described for up to two years from delivery, and for the first year, it's on us to show a defect wasn't there from the start, not on you.

Hygiene exception for facial-care tools

Certain facial-care tools are supplied with an individual hygiene seal, such as a sealed pouch, protective film, or tamper-evident sticker placed around the product or its inner packaging. This is stated clearly on the product page before you buy.

For health and hygiene reasons, once that individual seal has been removed, opened, or broken, the item can no longer be returned, and your right to cancel under Section 01 no longer applies to it. A tool made for direct contact with skin can't be verified as unused and hygienically safe once unsealed.

Opening the outer shipping box makes no difference here. Only the individual hygiene seal on the product itself matters.

And this exception never applies if the item arrives faulty, damaged, incomplete, or not as described: those cases are always covered under Damages, defects and your legal guarantee above, seal or no seal.

Exchanges

The fastest way to get the item you actually want is to request a refund and place a new order for the replacement.

Refunds and return shipping

Once your cancellation is confirmed, we refund the purchase price to your original payment method within 14 days of being told of your decision to cancel. We may wait until the item is back with us, or until you've shown proof of posting it, whichever comes first.

Your bank may need a few extra days to show the funds on your end. If more than 15 business days have passed since we confirmed your refund, email info@tres-vera.com.

Return shipping is at your own cost, except where the item was faulty, damaged, or wrong, in which case we cover it in full.

Complaints and dispute resolution

If something isn't right, email us first at info@tres-vera.com, since most things are resolved faster this way than through any formal process.

The European Commission's Online Dispute Resolution platform closed permanently in July 2025 and no longer accepts cases. If we can't resolve a complaint together, EU consumers can still turn to their national consumer dispute-resolution body, and the Commission keeps an updated directory at consumer-redress.ec.europa.eu.