Refund policy

Return policy
We offer a return period of 14 days. This means you have up to 14 days after receiving your item to request a return.

Cancelling your order before it has shipped
Has your order not been shipped yet? Then you can cancel it yourself through your order status page. You will receive a confirmation by email and the full amount will be refunded to your original payment method.

To be eligible for a return
Your item should be in as close to the same condition as when you received it, with tags and in the original packaging. You also need proof of purchase.

Please note: you may open the packaging and inspect the product, just as you would in a physical store. We prefer that you do so while keeping the original packaging intact. If that is not possible, or if you use the product beyond what is needed to assess it (for example by cutting, applying or damaging it), we may apply a reduction in value to your refund, because we can then no longer sell the item as new.

To start a return, go to this page (https://retour.innosend.eu/velida) and use your track and trace or order number. Through our portal you can buy a return label directly. Please note that returns must be sent to the following address:

Innostock Hoorn
De Factorij 19
1689AK, Zwaag

Please note: return shipping costs are at the customer's expense. Items returned to us without a prior return request cannot be processed. You can always contact us at info@velida.nl.

14-day right of withdrawal within the European Union
If your order is shipped to a country within the European Union, you have the right to withdraw from your purchase within 14 days, for any reason and without justification. This period starts on the day you receive the items.

You can submit your withdrawal in two ways:
- If your order has not yet been shipped, cancel it through your status page, as described above. You will then receive a full refund.
- If your order has already been delivered, request a return through your account or via the return page. After your request you will receive a confirmation by email.

After withdrawal, you return the items. You may have unpacked and inspected the product. If you have used it beyond what was needed to assess it, we may offset a reduction in value against your refund. Return shipping costs are at your expense.

Damage and issues
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged, or if you received the wrong item, so that we can assess and resolve the issue.

Exceptions and non-returnable items
Certain items cannot be returned, such as custom products (special orders or personalised items). Please contact us if you have questions or concerns about a specific item. Gift cards also cannot be returned.

Exchanges
The fastest way to get what you want is to contact customer service. We will then send you a return label, and once your return has been delivered to our warehouse, we will send out the correct product.

Refunds
We will notify you once we have received and inspected your return, and let you know whether the refund has been approved. For a cancellation before shipping, the refund is processed automatically and in full. For an approved return, the amount will be refunded to your original payment method within 2 working days. Please note that it may take some time before your bank or credit card company processes the refund. Because we rely on a third party that handles our logistics and approves returns, processing returns may sometimes take longer than usual. If more than 20 working days have passed since your return was sent, please contact us at info@velida.nl.