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Refusjonspolicy

Last updated: September 5, 2025

At Veltra, we want you to be completely satisfied with your purchase. This policy explains when returns and refunds are accepted, who covers the return shipping costs, and how to request them.

Quick Reference Table

Circumstance Return/Claim Period Who Pays Return Shipping? Refund Timeframe Refund Method
Change of Mind 60 days from delivery Customer Within 14 days after inspection Original payment method or store credit
Wrong Product Received 60 days from delivery Customer Within 14 days after inspection Original payment method or store credit
Damaged in Transit 7 days from delivery Customer Within 14 days after inspection Original payment method or store credit
Faulty Item (Manufacturing Defect) 60 days from delivery Customer Within 14 days after inspection Original payment method or store credit
Item Never Arrived 14 business days after expected delivery N/A Within 14 days of resolution Original payment method or store credit
Cancellation After Ordering Not accepted N/A N/A N/A

  1. How to Request a Return or Refund

To start a return or refund request, email us at info@veltra-shop.com with:

  • Your order number

  • Reason for return

  • Photos (if applicable)

We’ll confirm if your request is eligible and provide step-by-step return instructions.

For all returns, the customer is responsible for covering return shipping costs. A trackable service must be used.

  1. Circumstances Covered

Change of Mind

  • Accepted within 60 days of delivery

  • Item must be unused, in original packaging, and in the same condition as received

  • Customer pays return shipping

Wrong Product Received

  • Accepted within 60 days of delivery

  • "Wrong product" means you received a different model, type, or color than ordered

  • Minor variations due to lighting, photography, or batch differences are not considered incorrect

  • Customer pays return shipping. Once received, Veltra will send the correct item or issue a refund

Damaged in Transit

  • Must be reported within 7 days of delivery

  • Include clear photos of both the item and packaging

  • Customer pays return shipping. A replacement or refund will be issued once inspected

Faulty Item (Manufacturing Defect)

  • Accepted within 60 days of delivery

  • Send clear photos or video showing the issue

  • Customer pays return shipping. A replacement or refund will be issued once inspected

Item Never Arrived

  • Must be reported within 14 business days after the expected delivery date

  • We will investigate with the courier

  • Once confirmed, you may choose a replacement or full refund

Cancellation After Ordering

  • Orders cannot be cancelled once placed, as processing begins immediately.

  • If you no longer want the item, you may return it under the Change of Mind policy after delivery.

  1. Refund Processing

  • Refunds are issued within 14 days after we receive and inspect your return, or after resolving a lost shipment case.

  • Refunds are processed to the original payment method unless you request store credit.

  • Store credit is issued as a gift card or discount code for use at veltra-shop.com.

  1. Items Not Eligible for Return

We cannot accept returns for:

  • Custom-made or personalised items

  • Products sealed for hygiene reasons if opened (e.g., certain personal care items)

  • Gift cards

  1. Exchanges

We do not offer direct exchanges.
Please return the item for a refund or store credit and place a new order.

  1. UK Customers – Online Dispute Resolution (ODR)

If you are a UK customer, you may use the European Commission’s ODR platform to resolve disputes:
https://ec.europa.eu/consumers/odr

Our contact email for ODR: info@veltra-shop.com
We are not obliged and do not participate in consumer arbitration unless required by law.

  1. Contact

For any questions regarding returns or refunds, contact us at:
Email: info@veltra-shop.com