Refund policy

1. Order Cancellation

The buyer can cancel their order within 2 hours of placing it.
Order cancellation is possible only by sending an email to refund@velonia.si with the subject line "ORDER CANCELLATION", including the order number.
If the cancellation request is sent on time, the buyer will not be charged any additional costs. After the 2-hour period, the order is automatically processed with the supplier and can no longer be canceled.

2. Uncollected Shipment

If the buyer does not collect the ordered package (cash on delivery) and the package is returned after the holding period of the postal service (15 working days), this is not considered a valid withdrawal from the contract, as the purchase contract remains in force.
According to the Obligations Code, the buyer is obliged to accept the ordered goods and pay the purchase price.

In case of an uncollected shipment, the company reserves the right to charge all costs incurred (shipping, return shipping, packaging, administrative costs) in the total amount of €10.

Important: We will issue an invoice for these costs, which must be paid within 10 days. If the invoice is not settled, the matter will be handled via legal claims.
The buyer can avoid the contractual penalty by requesting redelivery, provided they cover all additional costs (return shipping and new delivery) via pro forma invoice within 3 days.

3. Right to Withdraw & Return Policy

The buyer has the right to withdraw from the purchase within 14 days of receiving the goods. All return shipping costs are borne by the buyer.
The withdrawal request must be sent by email to refund@velonia.si, stating the order number, invoice number, and bank details for the refund.

The goods must be returned within 14 days of submitting the withdrawal request, sent as registered and insured mail. A copy of the invoice must be included.
The refund will be issued within 30 days after receiving the returned goods in perfect condition.

4. Conditions for Returning Goods

  • Items must be undamaged, unopened, unused, and returned in their original packaging.

  • Packaging is an integral part of the product and must be returned in the same condition as upon receipt.

  • If the product is damaged during return shipping due to inadequate packaging, the buyer is responsible and loses the right to a refund.

  • Cash-on-delivery returns are not accepted.

The buyer is not entitled to a refund in the following cases:

  • custom-made or personalized products,

  • products unsuitable for return for hygiene reasons that have been opened,

  • used products.

5. Complaints & Defects

If the buyer receives a product that does not match the order (wrong or defective product), they must notify us within 8 days of receipt via refund@velonia.si.
The notification must include a detailed description of the defect and clear photos. The buyer must allow the seller and/or manufacturer to inspect the product.

The company is not responsible for defects appearing more than 6 months after delivery.
In the case of a confirmed defect, the buyer may request:

  • replacement of the product,

  • a proportional refund,

  • repair of the defect,

  • a full refund if the defect cannot be fixed.

6. Shipping Costs

In all cases of returns and complaints (unless due to an error on our part), the buyer is responsible for all shipping costs.