Refund policy

Refund Policy

This Refund Policy applies to all purchases made on the Velaris website. By placing an order on our website, you agree to the conditions described below.

1. Right of Withdrawal

In accordance with applicable distance selling regulations within the European Union and the United Kingdom, you have the right to withdraw from your purchase within 14 calendar days from the date of receiving your order, without providing any reason.

To exercise this right, you must notify us of your decision in writing at: service@velaris.com.

After notifying us of your withdrawal, you have an additional 14 days to return the relevant item(s).

2. Return Conditions

To be eligible for a return, the item must:

Be returned in a condition suitable for resale
Not have been used beyond what is necessary to inspect its nature, characteristics and proper functioning
Be returned, where possible, in its original packaging
Be accompanied by valid proof of purchase

We reserve the right to refuse any refund if the above conditions are not met or if the depreciation of the product results from handling beyond what is normally permitted for distance purchases.

3. Non-Returnable Items

In accordance with applicable regulations, certain products cannot be returned or withdrawn from, unless they are defective or non-compliant.

This includes in particular:

Goods made to the customer’s specifications or clearly personalised
Goods liable to deteriorate or expire rapidly
Sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed after delivery
Certain personal care or hygiene products opened after delivery

4. Defective, Damaged or Incorrect Products

If you receive a defective, damaged or incorrect item, please contact us as soon as possible at: service@velaris.com, including clear photographs of the issue.

Depending on the situation, we may offer:

A replacement product
A full refund
A partial refund where justified

This policy does not affect your statutory rights regarding faulty or non-conforming goods under applicable law.

5. Return Shipping Costs

Return shipping costs are the responsibility of the customer, except where:

The product is defective
The product was received damaged
The delivered product does not match the order

We strongly recommend using a tracked shipping service, as we cannot be held responsible for returned parcels lost in transit if proof of postage cannot be provided.

6. Refund Processing

Once we receive and inspect the returned product, we will inform you whether your refund request has been approved or rejected.

If approved, the refund will be issued using the same payment method used for the order, within a maximum of 14 days from the date we receive the returned goods or proof of shipment, whichever comes first.

Original delivery costs may be refunded in accordance with applicable legal provisions when the withdrawal right is validly exercised.

However, any additional costs arising from choosing a more expensive delivery method than the standard option offered are non-refundable.