Refund policy
Return and Cancellation Policy
1 Scope and eligibility
1.1 This policy applies only to consumers purchasing for personal use.
1.2 Purchases made for business, commercial, or resale purposes are excluded.
1.3 Nothing in this policy limits mandatory statutory consumer rights that cannot be excluded by contract.
2 Right of withdrawal
2.1 You have the right to withdraw from the purchase contract within fourteen days without giving any reason.
2.2 The withdrawal period expires after fourteen days from the day you, or a third party designated by you other than the carrier, acquires physical possession of the goods.
3 How to withdraw
3.1 To exercise the right of withdrawal, you must inform us of your decision by a clear statement.
3.2 You may send your withdrawal notice by email or by mail using the contact details in section 11.
3.3 A withdrawal notice is timely if it is sent before the fourteen day period ends.
3.4 The customer is responsible for ensuring the withdrawal notice is sent to the correct contact address and is deliverable.
4 Effects of withdrawal and returns
4.1 If you withdraw, you must return the goods without undue delay and in any event no later than fourteen days from the day you communicate your withdrawal.
4.2 The deadline is met if you hand the goods to the carrier before the fourteen day period expires.
4.3 Do not ship your return until we confirm the current return address in writing. Returns are processed through our international warehouse in China.
4.4 If you ship a return without our written address confirmation and the parcel is misrouted, undeliverable, or returned by the carrier, the return remains at your risk and does not constitute a completed return.
5 Refunds
5.1 If you withdraw, we will refund the price paid and the cost of our standard delivery option.
5.2 We do not refund any additional costs resulting from your choice of a faster or special delivery method.
5.3 Refunds are issued without undue delay and no later than fourteen days after we receive your withdrawal notice.
5.4 We may withhold reimbursement until we have received the returned goods or you provide evidence that you have sent the goods, whichever occurs first.
5.5 Refunds are made to the original payment method, unless expressly agreed otherwise.
6 Return shipping costs and risk
6.1 You bear the direct cost of return shipping. We do not provide prepaid return labels.
6.2 You are responsible for the goods until they are received at our warehouse.
6.3 You must use a tracked shipping service and keep proof of postage and tracking details.
6.4 We do not accept freight collect shipments.
7 Condition of returned items
7.1 You are responsible for any diminished value resulting from handling beyond what is necessary to check the nature, characteristics, and functioning of the goods.
8 No cancellation after handover to the carrier
8.1 If an order has been handed over to the carrier, it can no longer be canceled or intercepted.
8.2 In this situation, withdrawal remains possible only by following the withdrawal and return procedure after delivery.
9 Payment disputes and chargebacks
9.1 A chargeback, payment dispute, or third party claim does not constitute a valid withdrawal notice and does not replace the requirement to withdraw directly with the merchant within the withdrawal period.
9.2 If a payment dispute results in funds being reversed to the customer while the goods have been delivered or are retained by the customer, the customer must, upon our written request, either return the goods to the confirmed return address without undue delay or reimburse the value of the goods and any direct costs that are legally recoverable.
9.3 We reserve all contractual and statutory rights and remedies in relation to delivered goods, including claims for payment, restitution, and unjust enrichment where applicable.
9.4 We may provide relevant documentation to payment providers to evidence delivery, the applicable policy terms, and the absence of a valid withdrawal request.
10 Evidence and communication
10.1 Customers must contact us using the contact details in section 11 for any withdrawal, return, refund request, or delivery issue.
10.2 Notices sent to third parties, carriers, or unrelated addresses do not constitute valid notice to the merchant.
11 Contact
11.1 Email: contact@velorashop.net
11.2 Phone: available on request
12 Model withdrawal form
12.1 You may copy and email the following text to contact@velorashop.net, but it is not required.
12.2 “I hereby give notice that I withdraw from my contract of sale of the following goods. Ordered on [date], received on [date]. Name, address, email used for the order, order reference, date.”