At velutinique (www.velutinique.com), we strive to deliver high-quality products and ensure full customer satisfaction across Europe and the United States. This Return & Refund Policy outlines the clear conditions and procedures for returns, damaged item claims, and refunds.
1. General Returns & Statutory Right of Withdrawal
In accordance with statutory consumer protection legislation across Europe and the United States, our customers are entitled to a 14-Day Statutory Right of Withdrawal:
- Standard Return Window: You have the right to cancel your purchase or return an item without stating a reason within 14 days from the date on which you or an authorized recipient takes physical possession of the goods.
- Item Condition: To qualify for a voluntary return under the withdrawal right, returned items must be unused, in their original condition, and accompanied by their original packaging.
2. Damaged, Defective, or Incorrect Items
If you receive an item that arrives defective, damaged during transit, or incorrect, you are entitled to a swift and hassle-free resolution:
- No Return Required for Damaged Goods: You are not required to return physically damaged or defective items.
- Claim Procedure: Simply contact our support team at cosmetic@velutinique.com within the statutory period, providing your order number alongside clear photographic evidence of the damage or defect.
- Resolution: Upon verification of the photographic evidence, we will process either a full refund or dispatch a free replacement order to your address at no extra cost.
3. Shipping, Transit Times & Non-Delivery Issues
- Carrier Partners: We partner with trusted international logistics networks, including DHL, FedEx, and UPS (Priority) services.
- Transit Timeframe: Standard delivery across Europe and the United States takes between 5 and 12 business days following dispatch.
- Tracking Notifications: Automated status updates and tracking details are emailed to you upon dispatch and at key transit milestones.
- Extended Delay Inquiries: If an order exceeds the standard transit window of 12 business days, please notify cosmetic@velutinique.com. We will initiate a formal trace with the carrier and, depending on the outcome, process a full refund or arrange an immediate order reshipment.
4. Return Instructions & Addresses
Prior to returning any package, you must contact our customer support team at cosmetic@velutinique.com to receive return authorization and specific instructions. Packages returned without prior notification may experience processing delays.
Upon approval, items must be dispatched to the designated return address provided by our support team:
- European Return Address: Provided directly by customer support upon email inquiry.
- United States Return Address: Provided directly by customer support upon email inquiry.
5. Refund Execution & Timeframes
- Refund Execution: Approved refunds are processed promptly to the original payment method used during purchase.
- Supported Payment Methods: Refunds are supported across all accepted payment methods, including credit/debit cards (Visa, Mastercard, American Express) and digital wallets (Apple Pay, Google Pay).
- Processing Timeframe: Once issued, refunds typically reflect on your bank account statement within 5 to 10 business days, depending on your issuing financial institution.
6. Contact Information
For any return requests, damaged item claims, or refund status inquiries, please reach out directly to:
- Brand Name: velutinique
- Official Website: www.velutinique.com
- Customer Support Email: cosmetic@velutinique.com
- Base of Operations: Germany