Retourbeleid

Return Policy

If for any reason you are not satisfied with the received order, please contact us. At Velvos, we strive to ensure that our customers are 100% satisfied with the products purchased from our suppliers. If you are not satisfied, do not hesitate to reach out to us so our team can assist you immediately.

How to Return (Part of) Your Order

If you decide to return products within the 14-day reflection period, we will refund the full order amount within five working days after receiving the returned product. Please note that we cannot reimburse the return shipping costs.

Follow these steps to return your product(s):

  1. Send an email to infovelvos@gmail.com indicating that you wish to return your order or part of it.
  2. Wait for a response from our customer service to confirm whether we can accept your return.
  3. If your return is accepted, please package the product carefully and securely, preferably in the original packaging.
  4. Send the package to the return address provided by our customer service.
  5. Inform our customer service of the Track & Trace code.
  6. Once the package is received and checked, we will refund the order amount of the returned products via the original payment method.

Exceptions to Returns

Unfortunately, the following products cannot be returned:

  • Sealed products with broken seals.
  • Customized products made according to consumer specifications.
  • Personal items.
  • Products that cannot be returned due to their nature.
  • Due to COVID-19 hygiene measures, products in the "Beauty," "Kids & Baby," and "Sport" categories cannot be returned.

Return Address

The return address comes from our supplier. Returns should be sent to:

Pinasplein 7A
3028XT Rotterdam

Order Cancellation

Unfortunately, it is not possible to cancel your order. Our orders are processed directly in the system, making cancellation no longer possible.

Damaged Products Upon Receipt

We regret to hear that your product may have been damaged during transport. If you received a damaged or incorrect product, please contact us within 14 days of receipt. After this period, the possibility of returning the item expires.

To resolve the issue as quickly as possible, please send an email with a photo showing the damaged part of the item clearly. The best photos show the damaged part on a flat surface, with the label and damage clearly visible. We use this information to assist you and prevent such errors in the future.

For damaged products, we offer a one-time replacement package and unfortunately cannot provide a refund. If the product is damaged again during a second delivery, we will refund the full purchase amount.

For questions regarding damaged products upon receipt, please contact us at infovelvos@gmail.com.

Incorrect Products Delivered

We do our utmost to process all orders correctly. However, mistakes can occasionally happen, and we may inadvertently deliver the wrong product to you. Of course, we will resolve this issue and send you the correct order at no cost.

For questions regarding the delivery of incorrect products, please contact us at infovelvos@gmail.com.