Refund policy

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

Cancelling your order before it has shipped
Has your order not been shipped yet? Then you can cancel it yourself via 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 must be in as close to the same condition as when you received it, with tags and in the original packaging. You will also need proof of purchase.

Please note: you may open the packaging and inspect the product, just as you would in a physical shop. We prefer that you do this while keeping the original packaging. If that is not possible, or if you use the product more than needed to assess it (for example by cutting into it, sticking it up 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 right away. Please note that returns must be sent to the following address:

Innostock Hoorn
De Factorij 19
1689AK, Zwaag

Please note: the cost of return shipping is at the customer's expense. We cannot process items that are sent back to us without a prior return request. 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 giving a reason. This period starts on the day you receive the items.

You can notify us of your withdrawal in two ways:
- If your order has not been shipped yet, cancel it via your status page, as described above. You will then receive the full amount back.
- If your order has already been delivered, request a return via your account or via the returns 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 more than was needed to assess it, we may offset a reduction in value against your refund. The cost of return shipping is at your expense.

Damage and problems
Please check your order as soon as you receive it and contact us immediately if the item is faulty or damaged, or if you have received the wrong item, so that we can assess and resolve the problem.

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

Exchanges
The fastest way to get what you want is to contact customer service. We will then send you a return label, and as soon as your return arrives at our warehouse we will send out the correct product.

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