Refund policy
Exchanges and Returns
This return policy applies to the countries: Netherlands, Belgium, Germany, Italy, United Kingdom, Canada, France, Spain, and Switzerland
You have the right to return your order within 30 days of arrival.
Products can be easily returned. If you are not satisfied with your order, received the wrong product, or the product is defective or does not fit, you can contact our customer service via email at support@velanora.nl to help you return your product and get your money back.
To be eligible for return, your item must be unused and in the same condition as you received it. The product must also be in the original packaging.
Return costs: are the responsibility of the customer. The actual return costs are the customer's responsibility and must be paid to the shipping party. This applies to both unsatisfactory products and defective received products.
Return labels: you can download and print the return labels, email us at support@velanora.nl so we can send them to you digitally.
Refunds: Once we have received and approved your return, your refund will be processed and an amount will be automatically transferred to the payment method you used to place your order within 7 days.
Additional non-returnable items:
- Gift cards
- Some health and personal care items
Do not send your purchase back to the manufacturer.
There are certain situations in which only partial refunds are granted or refunds are denied.
- Any item that is not in its original condition or is damaged.
- Any item missing parts for reasons not due to our fault(s).
- Any item returned more than 30 days after delivery.
- Personalized items such as certain rings and jewelry are custom made once; therefore, a 25% return fee will be charged upon return.
Late or missing refunds
If you have not yet received a refund, first check your bank account again.
Then contact your credit card company or bank; it may take some time for your refund to be officially posted.
If you have done all this and have not yet received your refund, please contact us at support@velanora.nl
Exchanging
Unfortunately, we do not offer the option to exchange products. The fastest way to ensure you get what you want is to return the item you received, and once the return is accepted, place a new order for the desired item.
For more information, send an email to: support@velanora.nl
Send
Most packages include the return labels inside the box. If this is not the case, please email us at support@velanora.nl and we will send them digitally. You can then print them and add them to the return package.
You are responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
How do you submit a return request?
Follow these steps to return damaged or incorrect items:
(1) Contact our customer service via email support@velanora.nl
(2) Include a photo with a description of the damaged or incorrect item and the order number assigned to the item in question.
Once we have received your email and assessed the damage, we will contact you to determine the desired outcome. Please note that all damaged, defective, and incorrect items must be reported within 7 days of delivery.