Returns & Refunds

RETURNS & REFUNDS

We want you to be happy with your VELDOREN order. If something isn’t right, we’re here to help.

14-DAY RIGHT OF WITHDRAWAL

If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 14 days without giving a reason.

The withdrawal period begins on the day you, or a person designated by you, receives the goods.

To exercise your right of withdrawal, please contact us within the 14-day period and clearly inform us of your decision to withdraw from the purchase.

RETURN CONDITIONS

Returned items should be handled with reasonable care. You may inspect the product as you would in a physical store. You may be responsible for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

RETURN SHIPPING

Unless otherwise required by law or the product is defective, damaged or incorrect, the customer may be responsible for the direct cost of returning the item. Please contact us before sending a return so we can provide the appropriate return instructions.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective or you receive the wrong item, please contact us as soon as possible.

Please include your order number and clear photos of the item and packaging where applicable. We will review the issue and provide an appropriate solution.

Your statutory rights regarding defective goods remain unaffected.

REFUNDS

If you validly exercise your right of withdrawal, we will refund the payments covered by the withdrawal in accordance with applicable law, including the standard delivery costs where legally required.

Refunds will generally be made using the same payment method used for the original purchase unless otherwise agreed.

Additional costs resulting from choosing a more expensive delivery method than our standard delivery option are generally not refundable.

PERSONALIZED PRODUCTS

The statutory right of withdrawal may not apply to goods that are made to your specifications or are clearly personalized.

This exception does not automatically apply merely because an item is produced after an order is placed. Your statutory rights regarding defective or incorrectly supplied products remain unaffected.

HOW TO START A RETURN

Please contact us through our Contact page before returning an item.

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