Widerrufsrecht

RETURN & REFUND POLICY

1. Order Information Responsibility

Customers are fully responsible for providing accurate and complete shipping information at checkout.

If a customer provides:

  • Incorrect name

  • Incorrect address

  • Missing apartment/unit number

  • Wrong postal code

  • Wrong phone/email

We are not responsible for lost, delayed, or misdelivered packages due to incorrect information submitted by the customer.

If a package is returned to us due to incorrect information:

  • The customer must pay reshipping fees.

  • Original shipping costs are non-refundable.

2. Damaged, Defective, or Non-Working Items

If your item arrives damaged or does not function properly, you must contact us within 48 hours of delivery.

To be eligible for a replacement or refund, customers MUST provide:

  • Clear video of unboxing the package (from sealed condition)

  • Clear video showing the issue while testing the product

  • Clear photos of the product and packaging

⚠️ Claims without video proof of unboxing and testing will not be accepted.

This policy protects both our customers and our business from fraudulent claims.

3. EU 14-Day Right of Withdrawal

In accordance with EU consumer law, customers may request a return within 14 days of delivery.

Conditions:

  • Item must be unused

  • In original packaging

  • In resellable condition

Return shipping costs are the responsibility of the customer unless the item is proven defective.

Refunds are processed after inspection.

4. Non-Returnable Situations

We do not accept returns or refunds for:

  • Items used, opened, or damaged after delivery

  • Products returned without prior authorization

  • Change of mind after product has been used

  • Minor packaging damage that does not affect product functionality

5. Chargeback & Payment Dispute Policy

By completing a purchase, the customer agrees to the following:

  • Customers must contact us first to resolve any issue before opening a chargeback.

  • Filing a false chargeback without attempting resolution may be considered fraudulent activity.

  • We reserve the right to submit all evidence (tracking, delivery confirmation, IP address, billing match, customer communication, unboxing policy) to payment providers in case of disputes.

  • Abusive refund or chargeback behavior may result in being permanently banned from future purchases.

    6. Delivery Confirmation & Lost/Stolen Packages

    Once tracking shows “Delivered”, the order is considered successfully fulfilled.

    We are not responsible for:

    • Packages stolen after delivery

    • Packages left unattended

    • Incorrect address provided by the customer

    • Delays caused by customs or carriers

    Lost Package Procedure

    If a package is marked as delivered but the customer claims it was not received, the customer must:

    1. Contact the shipping carrier directly and open a formal investigation.

    2. Obtain written confirmation from the carrier regarding the investigation result.

    3. File a police report for stolen property (if applicable).

    4. Provide us with a copy of the police report and carrier investigation confirmation.

    ⚠️ We cannot process refunds, replacements, or chargeback approvals without official documentation from the carrier and a police report in cases of alleged theft.

    Chargeback Protection Clause

    By completing a purchase, the customer agrees that:

    • They must first contact us and the shipping carrier to resolve delivery issues.

    • Opening a chargeback without following the required investigation steps may be considered a breach of our terms.

    • We reserve the right to submit delivery confirmation, tracking data, IP address, billing match, and customer communication history as evidence in payment disputes.

    • Fraudulent chargebacks will be reported to the payment provider.

      7. Refund Processing

      If approved:

      • Refunds are issued to the original payment method.

      • Processing time: 5–10 business days.

      • Original shipping fees are non-refundable unless required by law.

        Anti-Fraud & Abuse Policy

        At VELOURA™, we take fraud prevention seriously to protect our business and our customers.

        By placing an order on our website, you agree to the following terms.

        1. Order Verification

        We reserve the right to:

        • Request identity verification for high-value or suspicious orders

        • Request billing address confirmation

        • Request additional payment verification

        • Cancel any order that appears fraudulent or high risk

        Failure to provide requested verification may result in order cancellation.

        2. Incorrect Information Provided by Customer

        Customers are fully responsible for entering correct:

        • Shipping address

        • Email address

        • Phone number

        • Name

        If incorrect information is provided at checkout:

        • We are not responsible for lost packages.

        • We are not responsible for delivery to the wrong address.

        • We are not responsible for delays caused by incorrect details.

        • Refunds or replacements will not be guaranteed.

        It is the customer’s responsibility to verify all information before completing the purchase.

        3. Damaged or Defective Items

        If an item arrives damaged or not functioning properly:

        The customer must provide:

        1. A full unedited video of the unboxing process.

        2. Clear video proof showing the issue while testing the product.

        3. Photos of the packaging (including shipping label).

        Without video proof of unboxing and testing, we cannot approve refunds or replacements.

        This policy protects against false damage claims.

        4. Lost, Stolen, or Undelivered Packages

        If tracking shows “Delivered”:

        The customer must:

        1. Contact the shipping carrier and open an official investigation.

        2. Obtain written confirmation from the carrier.

        3. File a police report in case of theft.

        4. Provide us with official documentation.

        We do not issue refunds or replacements without carrier investigation confirmation and (if applicable) a police report.

        5. Chargeback & Payment Disputes

        By completing a purchase, the customer agrees to:

        • Contact us first before opening any payment dispute.

        • Attempt resolution directly with us and the shipping carrier.

        If a chargeback is opened without following our procedures:

        We reserve the right to submit:

        • Tracking confirmation

        • Delivery confirmation

        • IP address logs

        • Billing and shipping match records

        • Device and fraud detection data

        • Customer communication history

        Fraudulent disputes may be reported to payment processors.

        6. Abuse of Policy

        We reserve the right to:

        • Refuse service

        • Cancel future orders

        • Block accounts

        • Report repeated fraudulent behavior

        Policy abuse, false claims, and chargeback fraud will not be tolerated.