Refund & Return Policy
At Velnuvo, we want you to feel confident when placing an order with us. We offer a 30-day return period for eligible items, subject to the conditions below.
30-Day Returns
You have 30 days from the date you receive your order to request an eligible return.
For a change-of-mind return, the item must be in the same condition in which you received it. It must be unused, unworn where applicable, and returned with its original packaging, tags, accessories, and components. You will also need to provide your receipt or other proof of purchase.
To request a return, contact us at support@velnuvo.com with your order number and reason for the return.
Please do not send an item back before contacting us. Once your return request has been reviewed and accepted, we will provide the correct return address and return instructions. Returns sent without prior approval may not be accepted.
Change-of-Mind Returns
If you no longer want an item, ordered the wrong product, or have changed your mind, you may request a return within the 30-day return period provided the item meets our return conditions.
For change-of-mind returns, the customer is responsible for return shipping costs.
Returns must be sent using a trackable shipping service. Please retain your tracking information and proof of shipment until your return has been received and processed by Velnuvo.
Original shipping charges for optional or expedited delivery services, where applicable, are not refundable for change-of-mind returns unless required by law.
Restocking Fees
Velnuvo does not charge a restocking fee for eligible returns.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If you receive an item that is damaged during delivery, defective, incomplete, or different from what you ordered, please contact us at support@velnuvo.com within 48 hours of delivery where possible.
Include your order number, a brief description of the issue, and clear photographs showing the product and the problem. Providing this information promptly helps us investigate and resolve the issue.
Once we have reviewed your claim, we will arrange an appropriate solution. Depending on the circumstances, this may include a replacement, repair, full refund, or another remedy available under applicable consumer law.
Where Velnuvo confirms that an item is faulty, damaged, or incorrectly supplied and applicable law requires us to cover the return, you will not be responsible for the reasonable cost of returning the item.
The 48-hour reporting request does not limit rights or remedies that cannot legally be excluded under applicable consumer law.
Exceptions / Non-Returnable Items
Certain products may not be eligible for voluntary change-of-mind returns. This may include perishable goods such as food, flowers, or plants; personalised or custom-made products; and certain personal-care or hygiene products where return would not be appropriate after opening or use.
We also cannot accept returns of hazardous materials, flammable liquids, or gases where returning those products would be unsafe or prohibited.
Please contact support@velnuvo.com if you are unsure whether your item is eligible for return.
Gift cards are not eligible for change-of-mind returns. Any exclusions for sale or discounted items will be clearly communicated where applicable and do not limit rights that cannot legally be excluded.
Exchanges
If you would like a different product, size, model, or variation, the simplest option is generally to return the original item in accordance with this policy and place a separate order for the product you prefer.
Please contact us before returning the original item so we can confirm its eligibility and provide the correct return instructions.
Refunds and Refund Processing Time
Refunds are processed after the returned item has been received by Velnuvo and inspected.
Once we receive your return, we will inspect it and notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method within 10 business days after we receive and inspect the returned item.
After Velnuvo issues the refund, your bank, card issuer, or payment provider may require additional time for the funds to appear in your account. These processing times are outside Velnuvo's control.
If more than 15 business days have passed since we confirmed that your refund was approved, contact support@velnuvo.com so we can assist you.
For change-of-mind returns, return shipping costs paid by the customer are not reimbursed.
Australian Consumer Law
Our 30-day change-of-mind return policy operates separately from rights Australian customers may have under the Australian Consumer Law.
Nothing in this policy is intended to exclude, restrict, or modify consumer guarantees or other rights and remedies that cannot legally be excluded.
Where a product is faulty, unsafe, damaged, significantly different from its description, or otherwise fails to satisfy an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, or another remedy depending on the circumstances.
The conditions applying to voluntary change-of-mind returns, including customer-paid return shipping, do not remove rights you may have for products that fail to meet applicable consumer guarantees.
Cancellations and Order Changes
If you would like to cancel or change an order, contact support@velnuvo.com as soon as possible after placing the order.
We will do our best to accommodate your request. However, because orders may enter processing shortly after being placed, we cannot guarantee that an order can be changed or cancelled once fulfilment has begun.
If your order has already been dispatched, it generally cannot be cancelled while in transit. Once you receive it, you may request a return in accordance with this policy.
Contact Us
If you have any questions about a return, refund, damaged product, or existing return request, please contact us. Customer service responds within 24 hours.
Contact Information
Store Name: Velnuvo.com
Address: The Hague, Netherlands, 'S-Gravenhage 338
Email: support@velnuvo.com
Phone: +31 6 16208306
Customer Service Hours:
Monday–Friday: 9:00 AM–5:00 PM (CET)
Saturday–Sunday: 11:00 AM–3:00 PM (CET)
Customer service responds within 24 hours.