Returns & Refunds

1. Right of withdrawal — 14 days

In accordance with Directive 2011/83/EU on consumer rights, you have 14 calendar days from the day you (or a third party you name) physically receive the goods to exercise your right of withdrawal, without giving any reason and without penalty.

For an order of multiple goods delivered separately, the period runs from receipt of the last item.

2. How to withdraw

Before the 14-day period ends, inform us of your decision by an unambiguous statement: by email to contact@veloro-store.com, or using the model withdrawal form below. We will send you an acknowledgement of your withdrawal without delay.

You must then return the goods, in their original condition and packaging, without undue delay and no later than 14 days after notifying us of your decision.

3. Return costs

The direct cost of returning the goods is borne by you, unless the product is defective, non-compliant, or the error is ours (in which case we cover the return). This information is provided here, before any purchase, as required by law.

4. Refund — within 14 days

We refund all payments received, including standard delivery costs, no later than 14 days from the day we are informed of your withdrawal. If you chose a delivery method more expensive than our standard option, we only refund the cost of standard delivery.

We may withhold the refund until we receive the returned goods, or until you provide proof of dispatch. The refund is made using the same payment method used for the order, at no cost to you.

5. Condition of the product

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

6. Exceptions to the right of withdrawal

By law, certain goods cannot be returned: sealed goods that cannot be returned for health or hygiene reasons once unsealed, custom-made personalised goods, or unsealed audio/video recordings or software.

7. Legal warranty

Independently of the right of withdrawal, all our products come with the 2-year legal guarantee of conformity (Directive (EU) 2019/771). In case of defect, contact us: repair, replacement or refund will be offered at no charge.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract (send by email to contact@veloro-store.com):

To VELORO (Ultras-Sites) — contact@veloro-store.com:
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods:
— Ordered on (*) / received on (*): ____________
— Order number: ____________
— Name of consumer(s): ____________
— Address of consumer(s): ____________
— Date: ____________
— Signature (only if this form is notified on paper)
(*) Delete as appropriate.