Our store offers a 30-day free no-questions-asked return and exchange service.
Our store offers a 30-day free no-questions-asked return and exchange service.
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Terms of Service

 

Velintrao (hereinafter referred to as “we”) provides this Terms of Service to ensure a safe, reliable, and transparent shopping experience for customers using our online store in the United Kingdom.

1. Introduction and Scope

  • These Terms of Service govern the use of our online store, including browsing, purchasing, payment, shipping, cancellations, returns, and exchanges.

  • By accessing or placing an order on our store, you agree to these terms.

2. User Accounts and Responsibilities

  • Users may create an account to manage orders, track shipments, and save preferences.

  • You are responsible for maintaining the confidentiality of your account and password.

  • We are not liable for any misuse or unauthorized access to your account.

3. Product Information, Stock, and Pricing

  • Product descriptions, images, prices, and availability are provided for guidance.

  • We reserve the right to correct errors, modify stock, and update prices at any time.

  • Product availability is subject to change without prior notice.

4. Orders and Payment

  • Orders can be placed securely through our online store.

  • We accept credit and debit card payments including Visa, MasterCard, American Express, Discover, JCB, etc.

  • Payment is required at the time of purchase, and your order will be confirmed upon successful payment.

5. Shipping Policy

  • Delivery Scope: Orders are shipped across the United Kingdom only; we do not deliver outside the UK.

  • Shipping Fees: Orders over £100 are eligible for free shipping; orders £100 or below are charged £9.99.

  • Processing Time: Orders are processed within 1–3 business days.

  • Shipping Duration: Estimated delivery is 7–12 business days after dispatch.

  • Carrier: UPS ensures reliable and trackable delivery.

  • Cut-off Time: Orders placed Monday to Friday, 10:00–18:00 (Europe/London, GMT/BST), are processed same day; orders after 18:00 or on weekends/public holidays are processed next business day.

More details, please see our Shipping Policy page.

6. Order Cancellation

  • Orders can be cancelled within 48 hours if not yet dispatched.

  • For orders older than 48 hours or already shipped, please wait for delivery and follow the return process for a refund.

  • Submit your cancellation request via email or phone with your order number and payment proof.

  • If approved, refunds will be processed to your original payment method within 1–3 business days.

More details, please see our Order Cancellation Policy page.

7. Returns and Refunds

  • Return Period: Items can be returned/exchanged within 30 days of receipt.

  • Return Conditions:

    • Visible defects or damage

    • Quality issues

    • Odors, severe color differences, or other notable problems

    • Wrong item delivered

    • No reason return/exchange within valid period

  • Return Process:

    1. Contact us via email or phone with your order number, payment proof, reason, and relevant photos/videos.

    2. If approved, you will receive the return address.

    3. Ship the product and wait for inspection.

    4. After approval, refund will be processed.

  • Exchange Process:

    1. Same steps as return.

    2. Replacement item shipped within 1–3 business days after approval.

  • Return Labels: All approved returns will include a return label for proper identification and tracking.

  • Refunds: Processed to original payment method (Visa, MasterCard, etc.) within 1–3 business days after confirmation.

  • Shipping Costs:

    • Covered by us: Returns due to product defects, quality issues, odors, color differences, or wrong items.

    • Covered by customer: Returns for no specific reason.

  • Liability: Customers must ensure items are returned in proper condition; we are not responsible for damages due to misuse.

More details, please see our Refund Policy page.

8. Privacy and Data Protection

  • We handle personal data according to our Privacy Policy and GDPR regulations.

  • Personal data is collected, stored, and processed only for fulfilling orders, managing accounts, and communicating important information.

More details, please see our Privacy Policy page.

9. Disputes and Applicable Law

  • All disputes are governed by the laws of the United Kingdom.

  • Any disputes not resolved amicably will be subject to the courts in the UK.

10. Modifications to Terms of Service

  • We reserve the right to update or modify these terms at any time.

  • Changes take effect upon posting to the website; continued use constitutes acceptance.

11. Limitation of Liability

  • We are not liable for indirect, incidental, or consequential damages arising from the use of our website.

  • Our liability is limited to the purchase price of the items in question.

12. Intellectual Property

  • All content on the website, including text, images, and designs, is owned by or licensed to us.

  • Unauthorized use, reproduction, or distribution is prohibited.

13. Contact Information

E-mail: assist@velintrao.com

Phone: +1 (206) 409-9915

Address: 1004 WINCHESTER LANE, MESQUITE, TX 75181, US

Opening Hours: Monday to Friday, 10:00 to 18:00 (Europe/London, GMT/BST)