Refund Policy

Customers in the European Union benefit from a 14-day right of withdrawal under Directive 2011/83/EU on consumer rights. This policy explains how to exercise this right and how refunds are processed.

1. 14-day right of withdrawal

You have the right to withdraw from your purchase within 14 calendar days from the day on which you (or a third party indicated by you, other than the carrier) acquire physical possession of the goods, without giving any reason.

2. How to withdraw

To exercise your right of withdrawal, send an unambiguous statement to returns@velari-optics.eu including your order number and the items concerned. You may use the model withdrawal form below but it is not mandatory.

Model withdrawal form

To Velari Optics — returns@velari-optics.eu:
I hereby give notice that I withdraw from my contract of sale of the following goods: [order number, items]. Ordered on / received on: [date]. Name of consumer: [name]. Address of consumer: [address]. Date: [date].

3. Returning the goods

You must send the goods back to us, in their original packaging and in resalable condition, no later than 14 days from the day on which you communicate your withdrawal. The direct cost of returning the goods is borne by the customer unless the product is defective or non-conforming.

4. Refund

We will reimburse all payments received from you, including the standard delivery costs (excluding any supplementary costs arising from your choice of a delivery type other than the least expensive standard delivery offered), without undue delay and not later than 14 days from the day we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earliest. Refunds are issued using the same payment method used for the original transaction, free of charge.

5. Loss of value

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, and functioning.

6. Defective or non-conforming products

In addition to the right of withdrawal, you benefit from the legal warranty of conformity (2 years). If you receive a defective or non-conforming product, contact us at returns@velari-optics.eu and we will arrange a replacement or refund at no cost to you.

7. Exclusions

The right of withdrawal does not apply to goods made to your specifications or clearly personalised, or to sealed goods which are not suitable for return for reasons of health protection or hygiene and which were unsealed after delivery.