Returns and Right of Withdrawal

Right of withdrawal (14 days)

In accordance with Directive (EU) 2011/83 on consumer rights, you have 14 calendar days from receipt of the product to withdraw from the purchase without needing to give a reason.

How to exercise it

Let us know unambiguously within the deadline by writing to ventas@veliaselect.com with your details and order number. After notifying us, you have 14 days to return the product in its original condition, with its packaging and accessories.

Costs and refund

The direct cost of returning the product is borne by the customer, unless otherwise stated in the promotion. We will refund the amount paid (including standard shipping) within a maximum of 14 days from the moment we are aware of the withdrawal, using the same payment method. We may withhold the refund until we receive the product or proof of its return.

Exceptions

The right of withdrawal does not apply in the cases set out in Directive (EU) 2011/83 (for example, sealed products that are not suitable for return on hygiene grounds once opened, or customised products).

Faulty products and guarantee

If the product is faulty or does not match the order, you are entitled to repair, replacement, a price reduction or a refund (2-year legal guarantee); in that case the return costs are borne by us.