Return and refund policy
PLEASE NOTE: WE DO NOT OFFER FREE RETURNS. RETURNS INCUR ADDITIONAL CHARGES.
Can I return my order?
Yes, it is possible. If you are not satisfied with the items you ordered, you have the option to return them within 30 days of receiving them.
Returns Conditions
To be eligible for a refund, your return must meet the following conditions:
- Completeness: The order must contain all original parts and components, and the packaging must be exactly as it arrived.
- Product Condition: The product must have been handled normally. Damage caused by misuse is excluded. Customers are responsible for return shipping costs unless the item is defective or not as described.
- Hygiene: Products where hygiene is essential must be thoroughly cleaned before starting the return process.
- Immediate Defects: The product was deemed defective upon receipt.
- Shipping Costs: We reserve the right to charge the customer for shipping costs.
- Refund: Once your return has arrived at our warehouse and the conditions have been met, you will receive your refund within 7 working days.
Important: We reserve the right to refuse returned items if we suspect they have been used or damaged through no fault of our own.
How can I return my order?
If your order meets the above conditions, please follow the steps below to initiate the return process:
Step 1: Send an email
Send an email to: info@veluaro.com
Step 2: Provide the following information
- Order number
- Reason for return
- Product photo (in case of damage/breakage)
- Customer's full name
- Customer's address
Step 3: Wait for our response
Our customer service team will provide you with the correct return instructions.
Please note: Never send returns to the sender address on the package. We will provide the correct return address upon request. The customer is solely responsible for all return shipping costs to our central warehouse in Asia.
Right of Withdrawal
The consumer has the right of withdrawal in accordance with the following provision, provided the consumer is a natural person performing a legal act for purposes not primarily related to their commercial or professional activity:
A. CONDITIONS FOR WITHDRAWAL
Withdrawal Period
The withdrawal period is 30 days from the day on which you, or a third party designated by you (other than the carrier), received or took possession of the last goods.
Automatic Ordering System
Because we use a fully automated system, orders are processed immediately after being placed. Therefore, we cannot interrupt the shipping process once it has started. You must wait until the goods are delivered before initiating a return.
Exercising the Right of Withdrawal
To exercise your right of withdrawal, you must inform veluaro of your decision by means of an explicit declaration (e.g., by email). The withdrawal is effective upon our receipt of the returned goods. The buyer is responsible for all costs of returning the goods.
Shipments in Transit
Since our goods are shipped from Asia, transit times may be longer and are beyond our control. If the goods are already on their way to you, the order cannot be cancelled. Please wait until you receive the goods and then return them to us. To ensure the fastest possible refund, we ask you to send us a shipping confirmation of your return.
Consequences of Withdrawal
If you withdraw from this contract, we will reimburse all payments received from you, excluding delivery costs. This refund will be processed at the latest within fourteen days from the day on which we receive notification of your withdrawal and have received the returned goods.
We will use the same means of payment used for the original transaction for this refund, unless otherwise agreed. You will not be charged any additional fees for this refund.
ALL RETURNS MUST BE SHIPPED AT THE CUSTOMER'S EXPENSE TO OUR CENTRAL WAREHOUSE IN ASIA.
Website Name : www.veluaro.com
Company Name : Djbstore
Address : Jerome Kernplantsoen 21, Utrecht, 3543DH, Netherlands
Email : info@veluaro.com
Telephone : 0639232324
Company number : 93821158
VAT number : NL005046136B55
Customer Service : Monday to Sunday, 9:00 am to 5:00 pm