Refund policy

Last updated: September 2026

At Velcrema, we want you to be satisfied with your purchase. If you change your mind or receive a damaged item, please review the following return policy.

1. 14-Day Return

You have 14 days from the date of delivery to request a return.

To be eligible for a return, the product should be returned in its original condition, including its original packaging and accessories where applicable.

After the 14-day return period has expired, returns due to a change of mind will generally not be accepted.

2. Damaged or Defective Items

If your item arrives damaged or defective, please contact us as soon as possible and provide photographs or other evidence of the issue.

We will review the issue and, where applicable, offer a replacement, repair or refund in accordance with applicable consumer law.

3. Refunds

Once we receive and inspect the returned item, we will notify you regarding the status of your refund.

If approved, the refund will be issued to the original payment method.

For returns based on the 14-day right of withdrawal, the refund will be handled in accordance with applicable EU consumer protection law.

4. Return Shipping

For a voluntary return due to a change of mind, the customer may be responsible for the return shipping costs, unless otherwise stated by Velcrema.

If the product is defective, damaged upon delivery, or otherwise covered by statutory consumer rights, return costs will be handled in accordance with applicable law.

5. After the 14-Day Period

After the 14-day withdrawal period, a change-of-mind return or refund is generally not available.

This does not affect any statutory rights you may have in relation to defective or non-conforming products.

6. Contact

For return or refund requests, please contact us through the contact details provided on our website and include your order number and a description of the issue.

Velcrema reserves the right to inspect returned products before approving a refund or replacement.