Refund Policy

In accordance with the General Law for the Defense of Consumers and Users, the customer shall have the right to return all or part of the order within 14 calendar days without providing any justification, except in cases of legal exception.
 
The withdrawal period will expire 14 calendar days from the date of receipt of the order by the customer. To exercise the right of withdrawal, the customer must notify their decision to withdraw from the contract through an unequivocal statement sent by email to: theveliobrand@gmail.com. The email must include the following information: an unequivocal statement of withdrawal, order reference or number, products to be returned, name, address, and payment method. No return will be considered valid if it is not requested in the manner indicated and through this email address.
 
THE VELIO BRAND will acknowledge receipt of the request and provide instructions to proceed with the partial or total return of the order.
 
THE VELIO BRAND will refund all payments received from the customer, excluding delivery costs where applicable, without undue delay and in any case no later than 14 calendar days from the date the returned order is received at the address provided to the customer in the return instructions. The refund will be made using the same payment method used by the customer for the initial transaction.

For the return to be valid and for the refund to be issued, the product must meet the following conditions:

Be in perfect condition, unused, and in its original packaging, inside a protective bag or box, with no signs of use, odors, or washing.

Include labels, accessories, and any other elements originally sent.

No return will be accepted if the item has been used beyond simple unpacking, has suffered damage, or has any odor (including perfume or detergents). Items must be returned in the same condition in which they were sent: unused, unwashed, and with all labels. If the product is not returned in perfect condition, the customer will bear the shipping costs to retrieve it.

The withdrawal period shall be deemed met if the customer returns the goods before the 14-day period expires. The customer shall bear the direct costs of returning the order, and may send the item by post or any carrier of their choice, with postage prepaid, to the address provided by email once the required information has been received. Until the return shipment is received by THE VELIO BRAND, the customer is responsible for the goods and their condition.

The customer shall be liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, or functioning.

THE VELIO BRAND carefully inspects all items before dispatch. In the event of a DEFECT or FAULT, it must be reported to theveliobrand@gmail.com within a maximum of 24 hours from receipt. Such claims will only be accepted if the product retains its labels and has no odors of any kind (perfume, detergent, etc.). Otherwise, it shall be understood that the item has been used and the defect caused by improper use.

If your order benefited from a free-shipping promotion due to reaching the required minimum amount, and you make a return or any item is cancelled due to lack of stock or for any other reason that affects the total amount (and the minimum is no longer met), the customer must pay the applicable shipping costs, as the order no longer qualifies for the free-shipping promotion.