Refund policy

Return and Refund Policy

1. Right of Withdrawal

In accordance with Articles L221-18 et seq. of the French Consumer Code and European regulations, you have a period of 14 calendar days from the receipt of your order to exercise your right of withdrawal, without having to provide any reason or pay any penalty.

If this period expires on a Saturday, Sunday, or public holiday, it is extended until the next working day.

2. Items Eligible for Return

To be accepted, the returned item must strictly be:

  • unworn, unwashed, and unused;

  • in its original condition, with no signs of wear, perfume, makeup, or damage;

  • in its complete original packaging;

  • accompanied by all original tags still attached.

Any item returned incomplete, damaged, worn, washed, soiled, or with its tags removed will be refused and returned to you at your expense, without a refund.

3. Non-Returnable Items

For hygiene reasons and in accordance with Article L221-28 of the French Consumer Code, the following items cannot be returned or refunded:

  • personalized or custom-made items;

  • items unsealed after delivery that cannot be returned for reasons of hygiene or health protection;

  • gift cards.

4. Return Procedure

To initiate a return, follow these steps:

  1. Contact our customer service at contact@velandre.com, stating your order number and the item or items concerned, within the 14-day period.

  2. We will acknowledge receipt of your request and provide you with the return address and instructions to follow.

  3. You will then have 14 days to return the item or items to us from the date on which you notify us of your decision to withdraw.

  4. Carefully pack the item in a protected parcel to prevent any damage during transport.

We recommend choosing a tracked shipping method: you remain responsible for the risk associated with transporting the returned parcel until we receive it.

5. Return Costs

Return shipping costs are the responsibility of the customer.

In the event that the return is due to an error on our part (defective, damaged, or incorrect item), Velandre will cover all return shipping costs. Where applicable, please keep your proof of postage in order to obtain reimbursement of these costs.

6. Defective or Non-Conforming Item

If you receive an item that is defective, damaged, or does not correspond to your order, please contact us within 48 hours of receipt at contact@velandre.com, along with photographs of the product and its packaging. Depending on your preference and availability, we will proceed with either a replacement of the item or a full refund, including shipping costs.

In accordance with Articles L217-3 et seq. of the French Consumer Code, you benefit from the legal guarantee of conformity (2 years) and the guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code).

7. Refunds

Once your return has been received and inspected at our premises, we will notify you by email whether your refund has been accepted or refused.

If accepted, the refund will be issued within a maximum period of 14 days following receipt of the returned item, or the date on which you provide proof that the return has been shipped, whichever occurs first.

The refund will be issued using the same payment method used for the original order, unless you expressly agree to another method. You will not incur any fees for this refund.

In the event of a full withdrawal, the refund includes the price of the items as well as the initial standard delivery costs. However, any additional costs resulting from the choice of a delivery method more expensive than the standard option offered will not be refunded.

8. Exchanges

We do not offer direct exchanges. If you would like a different item or size, we invite you to return the item according to the procedure above and then place a new order.

9. Refund Processing Times

After your refund has been approved, it may take a few additional business days for the credit to appear in your account, depending on your bank or payment provider's processing times.

If you have not received your refund after this period, please first check with your bank, then contact us at contact@velandre.com.

10. Return Address

Velandre
38 rue Jeanne d'Arc
92600 Asnières-sur-Seine
France

11. Contact

For any questions regarding returns and refunds:
Email: contact@velandre.com
Phone: 07 66 84 31 20