At Veltrix, customer satisfaction is our priority. If you are not completely satisfied with your purchase, you may be eligible for a return or refund in accordance with Irish and European consumer protection laws.
1. Right to Cancel (14-Day Cooling-Off Period)
If you are purchasing as a consumer within Ireland or the European Union, you have the legal right to cancel your order within 14 calendar days after receiving your items, without providing a reason.
To exercise your right to cancel, simply contact our customer support before the 14-day period expires.
Once your cancellation request is received, you must return the item within 14 days.
2. Conditions for Returns
To qualify for a return, the product must:
- Be unused and in its original condition.
- Include all original accessories, manuals, and packaging.
- Not show signs of misuse, accidental damage, or unauthorized modifications.
- Be securely packaged to prevent damage during return shipping.
We reserve the right to reduce the refund amount if the product has been handled beyond what is necessary to inspect its nature, characteristics, and functionality.
3. Defective, Damaged, or Incorrect Items
If you receive:
- A defective product;
- A damaged item;
- The wrong product;
Please contact us within 30 days of delivery and include:
- Your order number;
- A description of the issue;
- Clear photos or videos showing the problem.
If the issue is confirmed, we will offer one of the following at no additional cost:
- A replacement;
- A full refund;
- A partial refund (where appropriate).
4. Refund Process
Once your returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued using the original payment method within 14 days after:
- Receiving the returned item; or
- Receiving proof that the item has been shipped back (whichever occurs first).
Depending on your payment provider, it may take several additional business days for the funds to appear in your account.
5. Return Shipping Costs
If you are exercising your 14-day cancellation right for personal reasons (change of mind), you are responsible for the return shipping costs unless otherwise stated during a promotion.
If the product is faulty, damaged, or incorrectly supplied, we will cover the reasonable return shipping costs.
6. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned once opened unless they are faulty:
- Personal care products;
- Items that have been customized or personalized;
- Digital products or downloadable software after access has been granted;
- Sealed products that are not suitable for return due to health or hygiene reasons once unsealed.
This does not affect your statutory rights regarding faulty goods.
7. Missing Deliveries
If your tracking indicates that your package has not arrived, please contact us.
We may request additional information while working with the shipping carrier. If the parcel is confirmed lost, we will provide either:
- A replacement shipment; or
- A full refund.
8. Order Cancellation Before Shipment
Orders may be cancelled free of charge before they have been processed for shipment.
Once an order has been dispatched, it can no longer be cancelled immediately, but you may still exercise your legal 14-day right of withdrawal after receiving the goods.
9. Warranty
All products are covered by your legal consumer rights under Irish and EU law.
If a product develops a manufacturing defect within the applicable legal warranty period, please contact our support team for assistance.
This warranty does not cover:
- Normal wear and tear;
- Accidental damage;
- Misuse or improper installation;
- Unauthorized repairs or modifications.
10. Contact Us
If you have any questions regarding returns or refunds, please contact us through our customer support page or by email.
Please include your order number to help us process your request more quickly.