Refund policy

Refund and Returns Policy

Refund Requests

We have a 30-day refund policy, which means you have 30 days after receiving your item to request a refund.

To be eligible for a refund, you must contact us with your order number and proof of purchase. Please note that we do not accept physical returns of items. Instead, if your refund request is approved, we will issue your refund without requiring you to send the item back to us.

To start a refund request, contact us at velorihaus@gmail.com.

You can always contact us with any questions about refunds at velorihaus@gmail.com.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right — whether through a refund or a replacement.

To help us process your claim quickly, please include clear photos (and a video, if possible) showing the damage, defect, or incorrect item, along with your order number. Claims submitted without supporting evidence may take longer to resolve.

Exceptions

Certain types of issues or requests may not qualify for a refund, including:

  • Change-of-mind requests made after the 30-day window
  • Items damaged due to misuse after delivery
  • Sale items or gift cards (unless defective or faulty)

Please get in touch if you have questions or concerns about your specific order — we review requests on a case-by-case basis.

European Union 14-Day Cooling-Off Period

If your order is shipped into the European Union, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification. To exercise this right, contact us at velorihaus@gmail.com within the 14-day period. As this is a refund-only policy, you will not be required to send the item back; once your cancellation request is confirmed, we will process your refund.

Refunds

We will notify you once we've reviewed your request and let you know if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please note it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at velorihaus@gmail.com.