Refund policy

Here is the professional, clean, and emoji-free English translation of your return policy, perfectly tailored for VELCYN:

Return and Refund Policy

At VELCYN, we want you to enjoy your shopping experience from the very first moment. If for any reason an item does not meet your expectations, we provide a clear, fair, and transparent return policy.

Right of Withdrawal (European Union Customers)

In accordance with Directive 2011/83/EU on consumer rights, customers residing within the European Union have the right to withdraw from this contract within 14 calendar days without giving any reason. The withdrawal period will expire 14 calendar days from the day on which the customer, or a third party indicated by the customer other than the carrier, acquires physical possession of the goods.

To exercise the right of withdrawal, you must inform us at velcynlux@gmail.com by means of an unequivocal statement of your decision to withdraw from the contract. In the event of withdrawal, we shall reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and, in any event, no later than 14 calendar days from the day on which we are informed of your decision to withdraw.

1. Timeframe to Request a Return

You have a period of 15 calendar days from the date of receiving your order to request a return. Once this period has elapsed, no refunds can be processed, except in cases of a defective product or a shipping error attributable to our brand.

2. Conditions for Return Acceptance

To process and accept a return, the item must strictly comply with the following requirements:

  • The product must be completely unused and in perfect condition.

  • It must retain its original, undamaged packaging.

  • It must include all accessories, components, or additional items received.

  • It must not show any signs of damage caused by improper use.

  • Presentation of the corresponding proof of purchase is mandatory.

3. How to Request a Return

To initiate the return process, you must contact our customer service team via email at: velcynlux@gmail.com

Please include the following information in your message:

  • Order number.

  • Detailed reason for the return.

  • Photographs of the product (mandatory in case of damage, defect, or error).

4. Return Shipping Costs

As a general rule, shipping costs arising from the return are the responsibility of the customer.

VELCYN will bear these costs exclusively in the following cases:

  • The product was received with a manufacturing defect or damage.

  • An error occurred during the preparation of the shipment on our part, and you received an incorrect item.

In either of these two exceptions, our team will provide you with the necessary instructions to arrange the collection or shipment at no cost to you.