Terms of Service
Welcome to Velnuvo. Throughout these Terms, “we”, “us”, and “our” refer to Velnuvo. We operate this online store and website, including the products, content, features, tools, information, and services made available through it, collectively referred to as the “Services.”
Our online store is powered by Shopify, which provides the e-commerce platform we use to offer our Services to customers.
These Terms of Service explain the conditions that apply when you access our website, use our Services, or make a purchase from Velnuvo. Please read them carefully, as they contain important information about your rights and responsibilities.
By accessing or using our Services, you agree to these Terms and acknowledge our Privacy Policy and other policies that apply to your purchase. Nothing in these Terms is intended to exclude or limit rights that cannot legally be excluded, including applicable rights under Australian Consumer Law.
Section 1 — Access and Accounts
By using our Services, you confirm that you are at least the age of majority applicable in your place of residence, or that you otherwise have the necessary permission to use the Services.
If you create an account with Velnuvo, you are responsible for keeping your login information secure and for activity carried out through your account. You agree to provide accurate information and to update it where reasonably necessary.
You may not sell, transfer, or assign your account to another person without our permission.
Section 2 — Our Products
We make reasonable efforts to ensure that product descriptions, photographs, specifications, measurements, colours, and other information displayed on our website are accurate and useful.
However, the appearance of a product on your screen may differ slightly from its appearance in person due to factors such as your device, display settings, lighting, photography, or reasonable manufacturing variations.
Product availability may change. We may update our product range, modify product information, limit quantities, or discontinue products where reasonably necessary.
Nothing in this section limits any consumer guarantee or other right you may have under applicable consumer law.
Section 3 — Orders
When you submit an order through Velnuvo, you are offering to purchase the selected products at the price and on the terms shown during checkout.
After placing an order, you may receive an automated acknowledgement confirming that we have received it. We may need to verify payment or other order details before the order is processed.
We reserve the right to decline or cancel an order where reasonably necessary, including where a product is unavailable, payment cannot be authorised, we identify an obvious pricing or listing error, we reasonably suspect fraudulent activity, or we cannot fulfil the order.
If we cancel an order after payment has already been collected, we will refund the relevant amount to the original payment method.
Please review your order information carefully before completing your purchase. If you notice a mistake after ordering, contact us at support@velnuvo.com as soon as possible. We will try to assist, but we cannot guarantee changes or cancellations once fulfilment has begun.
Returns and refunds are handled in accordance with our Refund & Return Policy and applicable consumer law.
Section 4 — Prices and Billing
Prices displayed for customers shopping through our Australian storefront are shown in Australian dollars (AUD) unless clearly stated otherwise.
The price applicable to your order will be displayed before you complete checkout. Any additional charges collected by Velnuvo will also be shown before you submit your order.
Velnuvo offers free standard shipping within Australia for eligible orders.
You agree to provide current, complete, and accurate billing and payment information when placing an order.
Prices and promotions may change from time to time. Changes will not affect an order that has already been accepted at the confirmed price, except where permitted or required by applicable law.
Velnuvo does not itself charge customers an international transaction fee. However, depending on your financial institution and payment method, your bank or card provider may independently apply its own transaction or currency-related fees. Any such charges imposed independently by your financial institution are outside Velnuvo's control.
Section 5 — Shipping and Delivery
Orders are generally processed within 1–2 business days, Monday through Friday, after payment has been confirmed. Orders placed after 5:00 PM Central European Time (CET) will begin processing on the following business day.
After processing and dispatch, standard shipping generally takes approximately 6–12 business days, Monday through Friday.
Taking processing and transit into account, the estimated total delivery timeframe is approximately 7–14 business days from the date the order is placed. Delivery times can vary depending on the customer's location, product availability, warehouse availability, carrier operations, public holidays, severe weather, periods of high demand, and other circumstances outside our reasonable control.
These delivery timeframes are estimates rather than guaranteed delivery dates.
If your order is significantly delayed, lost, damaged during delivery, or otherwise does not arrive as expected, please contact us at support@velnuvo.com so we can investigate and assist you.
Nothing in this section limits any rights you may have under applicable consumer law concerning delivery.
Section 6 — Returns and Refunds
Velnuvo offers eligible customers a 30-day return period, starting from the date the order is received.
If your order arrives damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery at support@velnuvo.com. Include your order number, a description of the issue, and clear photos showing the problem. Once we have reviewed your request, we will arrange an appropriate replacement or full refund at no additional cost to you.
If you wish to return an item because you changed your mind, ordered the wrong product, or simply no longer want it, the cost of return shipping is your responsibility. Returns should be sent using a trackable shipping service, and we recommend keeping your tracking information until your return has been received and processed.
Please contact us before sending any item back so we can provide the correct return instructions and return address.
Section 7 — Intellectual Property
Unless otherwise stated, original content created for the Velnuvo website, including our branding, written content, original graphics, website elements, and other original materials, is owned by or licensed to Velnuvo and may be protected by applicable intellectual property laws.
Third-party trademarks, logos, product names, designs, photographs, and other intellectual property remain the property of their respective owners.
You may access our website for personal and lawful shopping purposes. You may not reproduce, distribute, commercially exploit, modify, or republish protected Velnuvo content without permission unless applicable law allows you to do so.
Intellectual property complaints can be submitted in accordance with our IP & DMCA Policy.
Section 8 — Optional Tools and Services
From time to time, our website may provide access to features, applications, payment methods, integrations, or other tools supplied by third parties.
Those services may be governed by the relevant third party's own terms and policies. Where a third-party tool is optional, your decision to use it may create a separate relationship between you and that provider.
To the extent permitted by applicable law, Velnuvo is not responsible for the independent operation of third-party services outside our reasonable control.
Section 9 — Third-Party Links
Our Services may contain links to websites or resources operated by third parties.
A link to another website does not necessarily mean that Velnuvo owns, controls, sponsors, or endorses that website.
When you leave our website, the third party's own terms, privacy practices, and policies may apply. We recommend reviewing them before providing personal information or making a transaction.
Section 10 — Relationship With Shopify
Velnuvo's online store is powered by Shopify. Shopify provides the e-commerce technology that enables us to operate our online storefront.
Products purchased through Velnuvo are sold by Velnuvo, not by Shopify. Questions concerning your order, products, returns, refunds, shipping, or customer service should therefore be directed to us at support@velnuvo.com.
Shopify may process information relating to your use of our store as described in our Privacy Policy and Shopify's applicable privacy documentation.
Section 11 — Privacy
Our handling of personal information is described in our Privacy Policy.
That policy explains, among other things, the categories of personal information we may collect, why we use that information, circumstances in which information may be shared, our use of cookies and similar technologies, international processing, and how you can contact us about privacy matters.
We encourage you to review our Privacy Policy before using our Services.
Section 12 — Reviews, Feedback and Other Submissions
If you voluntarily provide a product review, suggestion, comment, photograph, or other feedback to Velnuvo, you confirm that you have the necessary rights to provide that material.
Where you submit content for publication or promotional use, you grant Velnuvo a non-exclusive, worldwide, royalty-free licence to use, reproduce, display, adapt, and distribute that material for purposes reasonably connected with operating and promoting our business, subject to applicable law.
You remain responsible for ensuring that content you submit does not unlawfully infringe another person's intellectual property, privacy, or other rights.
Section 13 — Errors and Inaccuracies
We make reasonable efforts to keep the information on our website accurate. However, occasional typographical errors, incorrect descriptions, pricing mistakes, availability errors, or other inaccuracies may occur.
If we identify an error, we may correct or update the relevant information.
If an error materially affects an order you have already placed, we will handle the situation reasonably and in accordance with applicable law. Where appropriate, we may contact you with available options or cancel and refund the affected order.
Section 14 — Prohibited Uses
You may only use Velnuvo and our Services for lawful purposes.
You must not use our Services to commit fraud or other unlawful acts, infringe intellectual property or privacy rights, harass or harm others, distribute malicious software, attempt to gain unauthorised access to our systems, interfere with the operation or security of our website, or unlawfully collect personal information belonging to others.
Automated scraping, extraction, or copying of our website or content for unauthorised commercial purposes is prohibited to the extent permitted by applicable law.
We may restrict or terminate access where we reasonably believe these Terms have been materially violated.
Section 15 — Suspension and Termination
We may suspend or terminate access to some or all of our Services where reasonably necessary, including in response to fraudulent activity, security threats, unlawful conduct, abuse of our Services, or a material violation of these Terms.
Termination does not affect rights or obligations that arose before termination.
Provisions that by their nature are intended to continue after termination, including provisions concerning intellectual property, liability, and dispute-related matters, will continue where applicable.
Section 16 — Consumer Guarantees and Warranties
Nothing in these Terms excludes, restricts, or modifies any guarantee, warranty, condition, right, or remedy that cannot legally be excluded or restricted.
For customers in Australia, products may come with consumer guarantees under the Australian Consumer Law. These statutory rights operate independently of any voluntary warranty or return policy offered by Velnuvo.
Where a product fails to satisfy an applicable consumer guarantee, you may be entitled to a remedy depending on the circumstances and applicable law.
Section 17 — Limitation of Liability
To the maximum extent permitted by applicable law, Velnuvo will not be liable for losses that are indirect, consequential, or not reasonably foreseeable as a result of your use of the Services.
Where applicable law permits our liability to be limited, any limitation will apply only to the extent legally permitted.
Nothing in these Terms excludes, restricts, or modifies liability where doing so would be unlawful. In particular, these Terms do not exclude or restrict rights or remedies that Australian consumers are entitled to under the Australian Consumer Law and that cannot legally be excluded.
Section 18 — Your Responsibility for Misuse
You are responsible for losses or claims arising from your unlawful use of the Services or a material violation of these Terms to the extent provided by applicable law.
Nothing in this section requires you to compensate Velnuvo for matters for which you are not legally responsible or removes rights available to you under mandatory consumer protection laws.
Section 19 — Severability
If any part of these Terms is determined by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision will be applied or removed to the minimum extent necessary.
The remaining provisions will continue to apply to the extent permitted by law.
Section 20 — Entire Agreement
These Terms, together with our Privacy Policy, Refund & Return Policy, Shipping Policy, and any other terms or policies expressly incorporated into your purchase, form the agreement governing your use of the Services.
Nothing in this section limits rights or representations that cannot legally be excluded.
Section 21 — Governing Law
Velnuvo is operated by Velnuvo.com, a business established in the Netherlands.
These Terms and purchases made through our Australian store are governed by applicable Australian law, including the Australian Consumer Law, subject to any other mandatory laws that may apply.
Nothing in these Terms is intended to exclude, restrict, or modify any consumer rights, guarantees, or remedies that cannot legally be excluded under applicable law.
Section 22 — Changes to These Terms
We may update these Terms from time to time to reflect changes to our Services, business practices, or applicable requirements.
The latest version will be published on this page. Where required by applicable law, we will provide additional notice of material changes.
Changes to these Terms will not retrospectively remove rights that have already arisen in connection with a completed purchase where applicable law prevents us from doing so.
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.