Refund Policy
Our return policy is valid for 14 days. If more than 14 days have passed since your purchase, unfortunately, we cannot offer a refund or exchange.
The product being returned must be unused and in the same condition as when you received it. It must also be in its original packaging.
Products excluded from returns:
Consumables such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept personal or hygiene-related products, hazardous materials, or flammable liquids or gases for return.
Other non-returnable products include:
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Gift cards
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Downloadable software products
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Certain health and hygiene products
To process a return, we require a receipt or proof of purchase.
Do not return the product to the manufacturer.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received the returned product. We will also inform you whether the refund has been approved or rejected.
If the refund is approved, it will be processed, and the amount will be automatically applied to your credit card or original method of payment within a certain period.
Delayed or missing refunds
If you have not received your refund yet, please check your bank account again.
Then contact your credit card company; it may take some time before the refund is officially posted.
Next, contact your bank. It may take some time for the refund to be registered.
If you have done all this and still have not received your refund, please contact us via email at info@vellera.se.
Returns
If the product we sell has a problem, you will not have to pay any costs. If you cancel your order during the delivery period, you are responsible for all shipping costs. If the product has no issues and you choose to return it, you are responsible for all return shipping costs. Unless otherwise specified in the return policy, you will not have to pay any costs.
Exchanges
We only exchange defective or damaged products. If you want to exchange it for the same product, please email us at info@vellera.se.
If the product has a problem, you will not have to pay any costs. If you ordered the wrong product and want to exchange it for another, you are responsible for the return shipping costs. Unless otherwise specified in the return policy, you will not have to pay any costs.
Gifts
If the product was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of the returned product. Once the returned product is received, the gift card will be sent to you.
If the product was not marked as a gift when purchased, or if the gift giver ordered it for themselves to give to you, we will issue a refund to the gift giver, and they will be informed of your return.
Shipping
To return the product, send it to the following address:
Name: PATAC GMBH-LY-FXGJ
Address: Halskestraße 22-26 Halle A4+A5
City: Ratingen
Province: NRW
Postal Code: 40880
Country: Germany
Before returning, you must contact us via email at info@vellera.se to confirm the package status. Once the package is confirmed without any issues, it can be sent back according to instructions from customer service. Returning a package without confirmation is not allowed – such returns will not be refunded.
You are responsible for paying your own return shipping costs. Shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from your refund.
Depending on your location, the time it takes for the replacement product to reach you may vary.
If you are returning a product valued over £199, we recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive the returned product.