Refusionspolitik

Right of Withdrawal (14 Days)

If you are a consumer residing in the EU, you have the right to withdraw from your purchase within 14 days from the day you receive your order — no questions asked.

To exercise your right of withdrawal, please email us at support@veltoliving.com and include:

  • Your order number

  • Name and address

  • A clear statement that you wish to withdraw from the purchase

We will confirm receipt of your request and provide return instructions.

Return Conditions

To be eligible for a return:

  • Items must be unused, undamaged, and preferably in their original packaging.

  • You may handle the product only to determine its nature, characteristics, and functioning — as you would in a physical store.

  • Returns must be sent to the address provided in your return confirmation email.

We recommend using trackable shipping for returns. You are responsible for the return shipping cost unless the item is defective or incorrect.

Refunds

Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund.

  • Approved refunds will be processed within 3–5 business days and returned to your original payment method.

  • If your returned item is damaged, incomplete, or shows signs of excessive use, we may deduct an amount to reflect its reduced value.

  • If you cancel before shipment, we will issue a full refund.

Defective or Incorrect Products

If you receive a damaged, defective, or incorrect item, please contact us immediately at support@veltoliving.com within 14 days of delivery and include:

  • Clear photos or videos showing the issue

  • Your order number and contact details

Depending on the issue, we will offer one of the following solutions:

  • A replacement (free of charge)

  • A partial refund if only part of the item is affected

  • A full refund if replacement is not possible

We cover all return shipping costs for verified product faults or fulfillment errors.

Warranty (2 Years)

Under Danish law, you have a 2-year right to complain about manufacturing defects or non-conformities (per the Danish Sale of Goods Act – Købeloven).

If a defect occurs within this period, please contact us at support@veltoliving.com with photos and details.
We may repair, replace, or refund the item depending on the case.

This warranty does not cover damage caused by misuse, neglect, or normal wear and tear.

Exemptions (Non-Returnable Items)

The following items cannot be returned under the 14-day right of withdrawal:

  • Sealed goods not suitable for return due to health or hygiene reasons (e.g., pillows, cushions, bedding) once unsealed.

  • Custom or personalized products made specifically for you.

  • Digital goods or downloads after access has been granted.

If a product falls into one of these categories, this will be clearly stated on the product page.

Orders Not Received or Delayed

If your order has not arrived within the estimated timeframe:

  • Standard delay window: 60 days from dispatch (45 days for USA, 110 days for Brazil, 100 days for QSPacket Liquid Line).

  • You may request a refund or resend after this period.

However, we cannot refund orders if:

  • Tracking shows “delivered” to your address.

  • The address provided was incorrect or incomplete.

  • The order was unclaimed or rejected at delivery.

  • Delays were caused by customs or force majeure (e.g., natural disasters, wars, pandemics).

Order Cancellations

Orders may be canceled before processing in the warehouse for a full refund.
Once the order is confirmed and shipped, it can only be canceled under the 14-day right of withdrawal.

Custom-made or pre-ordered products cannot be canceled once payment has been completed.

Dispute Policy

Disputes must be submitted directly to VeltoLiving within 14 days after an issue arises.
We aim to respond within 24–48 hours on business days.

If a disagreement cannot be resolved, consumers in Denmark or the EU may submit a complaint to:

Center for Klageløsning
Nævnenes Hus, Toldboden 2, 8800 Viborg, Denmark
Website: www.forbrug.dk

You may also use the EU Online Dispute Resolution (ODR) platform:
https://ec.europa.eu/consumers/odr

Force Majeure

VeltoLiving is not liable for delays or damages caused by circumstances beyond our control, such as natural disasters, wars, strikes, or transport disruptions.

Contact Information

For any questions or refund requests, contact us at:

Velto Living
CVR: 45942864
Address: Persillehaven 40, 2730 Herlev, Denmark
Email: support@veltoliving.com