Returns policy and right of withdrawal

At Velclare, we want every order to arrive in perfect condition and every customer to purchase with confidence.

The customer has 14 calendar days from receipt of the order to exercise the right of withdrawal, provided the product has not been opened, used, unsealed, handled or altered in any way.

For a return to be accepted, the bottle must be in the same condition in which it was delivered, with its original seal intact, with no signs of use, opening or deterioration, and with its original packaging whenever possible.

For reasons of safety, hygiene, traceability and product control, returns of opened, used, unsealed or handled bottles will not be accepted.

Once the return has been received and the condition of the product has been verified, Velclare will refund the corresponding amount using the same payment method used for the purchase, unless the customer expressly requests another refund method.

The refund will be made without undue delay and, in any case, within the applicable legal period from receipt of the withdrawal request or from receipt of the returned product, as applicable.

Spanish consumer regulations provide that the refund must be made within a maximum of 14 calendar days from the date on which the trader is informed of the decision to withdraw, although the refund may be withheld until the goods or proof of return have been received.

This policy applies to orders placed by final consumers and to professional or B2B orders. For professional or B2B orders, it is offered as a voluntary commercial condition by Velclare.

In every case, the same essential condition applies: only bottles that are closed, unused, unhandled and in their original condition may be accepted.

Returns will not be accepted when:

• The bottle has been opened or consumed in whole or in part.
• The seal, capsule, label or closure has been handled.
• The product shows signs of use, deterioration or alteration.
• The product is not returned with adequate protection.
• The return is requested outside the stated period.

If a product arrives damaged, incorrect or affected by a transport incident, the customer should contact Velclare as soon as possible.

To manage the incident, photographs of the outer packaging, inner packaging and product received will be required.

To request a return, the customer should contact Velclare with the order number, full name, email address used for the purchase and reason for the request.

Contact: concierge@velclare.com