Refund policy

Return Period

We offer a 14-day return window. This means you have 14 days from the date of delivery to request a return.

Conditions for a Return

To be eligible for a return, your item must be in the same condition as you received it: unused, with tags, and in the original packaging. Proof of purchase is also required.

Note: You may open the packaging to inspect the product, just like you would in a physical store. However, we require that the original packaging is included in the return and that the product is undamaged.

Returns without original packaging cannot be accepted, as the item cannot be resold.

How to start a return

To initiate a return, contact us at info@velida.nl or use this page (https://retour.innosend.eu/velida) and use your track & trace code or order number. Returns must be sent to the following address:

Innostock Hoorn
De Factorij 19
1689AK, Zwaag
The Netherlands

Please note: Return shipping costs are the responsibility of the customer.

If your return is accepted, we’ll send you a return label and instructions on how and where to send your package. Items returned without prior authorization will not be accepted.

You can always contact us at info@velida.nl with any questions regarding returns.

Damages & Issues

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

Exceptions / Non-returnable Items

Certain items cannot be returned, including:

• Custom products (e.g. special orders or personalized items)
  Please reach out if you have questions about a specific item.

We unfortunately do not accept returns on sale items or gift cards.

Exchanges

The fastest way to get the item you want is to return the one you have and place a new order once the return is approved.

14-Day Right of Withdrawal (EU)

For orders shipped within the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As stated above, items must be in the same condition: unused, with tags, and in their original packaging. A receipt or proof of purchase is required.

Refunds

We’ll notify you once we’ve received and inspected your return 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 remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at info@velida.nl.