Refund policy

Return & Refund Policy

Last updated: 30 August 2026

This Return & Refund Policy applies to consumer purchases made through Velarosy. It explains both your statutory rights under applicable EU and Italian consumer law and our additional voluntary 30-day return policy. Nothing in this policy limits any mandatory consumer rights available to you by law.

30-Day Return Window

You may notify us that you wish to return an item within 30 calendar days after the date on which the item was delivered to you.

Days 1–14: you have the statutory right of withdrawal described below.
Days 15–30: Velarosy provides an additional voluntary return right, subject to the conditions described under “Voluntary Return Right – Days 15–30”.
No restocking fees: we do not charge restocking fees for accepted returns.

Statutory Right of Withdrawal – First 14 Days

If you are a consumer, you have the right to withdraw from your distance purchase without giving any reason within 14 days.

For goods, the 14-day withdrawal period starts on the day on which you, or a third party designated by you other than the carrier, physically receives the goods. If several goods from the same order are delivered separately, the period starts when the last item is physically received.

To exercise your right of withdrawal before the deadline, you may use any of the following methods:

Use our online Withdraw from Contract function, which is also available through the footer of our website.
Email contact@velarosy.com with a clear statement that you wish to withdraw from the contract.
Use the model withdrawal form provided at the end of this policy.

You do not need our prior approval to exercise the statutory right of withdrawal. It is sufficient that you send your withdrawal communication before the 14-day period expires. If you use our online withdrawal function, an electronic acknowledgement of your submission will be provided.

Returning Goods After Withdrawal

After notifying us that you are withdrawing from the contract, you must return the goods without undue delay and no later than 14 days after the date on which you informed us of your withdrawal.

After your withdrawal notice, we will provide the applicable return address and practical return instructions. Receiving these instructions does not make your statutory withdrawal subject to approval.

For a standard change-of-mind return, you are responsible for the direct cost of returning the goods. We recommend using a trackable shipping service.

If the item is incorrect, damaged, or not in conformity with the contract, please contact us before arranging the return. Where the return concerns a lack of conformity or an error for which Velarosy is responsible, the applicable return costs will not be charged to you.

Condition of Items During the Statutory Withdrawal Period

During the statutory withdrawal period, you may inspect and handle an item to the extent reasonably necessary to establish its nature, characteristics, and functioning. For clothing, this generally includes trying the item on in the same way you reasonably could in a physical store.

You may be responsible for any diminished value resulting from handling that goes beyond what is necessary for that purpose. Original tags and packaging should therefore be kept where reasonably possible, but their absence does not automatically remove your statutory right of withdrawal.

Voluntary Return Right – Days 15–30

In addition to your statutory rights, Velarosy voluntarily allows you to request a return up to 30 calendar days after delivery.

For returns notified after the statutory 14-day withdrawal period and no later than day 30, the item must be unworn other than for a reasonable try-on, unwashed, unused, and in a resalable condition, with original tags attached where supplied and original packaging where reasonably possible.

The direct cost of a voluntary change-of-mind return is your responsibility. These additional conditions apply only to our voluntary return right and do not restrict your statutory withdrawal rights or your legal guarantee rights.

Refunds

When you validly exercise the statutory right of withdrawal, we will reimburse the payments due to you without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw.

For sales of goods, we may withhold the reimbursement until we have received the goods back or until you provide evidence that you have sent the goods back, whichever occurs first.

Where the entire order is withdrawn, we will also reimburse the cost of the least expensive standard delivery option offered for that order, if a delivery charge was paid. Any additional cost resulting from your choice of a more expensive delivery method is not refundable unless required by law.

Refunds under the statutory right of withdrawal will be made using the same payment method used for the original transaction unless you expressly agree otherwise. You will not incur a fee from us for the reimbursement.

For returns made under our voluntary 30-day return right after the statutory withdrawal period, we aim to process the applicable refund within 10 business days after the returned item has been received and inspected. Your bank or payment provider may require additional time before the refund appears in your account.

Exchanges

If you would like a different size, colour, or product, please contact us at contact@velarosy.com. We will explain the available exchange options. Choosing an exchange does not remove any statutory rights you may have.

Incorrect, Damaged, or Defective Goods – Legal Guarantee of Conformity

Your return rights are separate from your legal rights when goods are defective or do not conform to the sales contract.

For consumers in Italy, the statutory legal guarantee of conformity for new goods generally applies for two years from delivery. Velarosy, as the seller, remains responsible to the consumer for the remedies provided by applicable law.

If a product lacks conformity, you may be entitled, depending on the circumstances and the requirements of applicable law, to have the goods brought into conformity through repair or replacement without charge and, where the legal conditions are met, to a proportionate price reduction or termination of the sales contract.

Please contact contact@velarosy.com with your order number and a description of the issue. We may reasonably ask for photographs or other information that helps us assess the problem, but this does not limit your statutory guarantee rights.

Exceptions to the Statutory Right of Withdrawal

The statutory right of withdrawal does not apply where a legal exception applies. Relevant examples may include:

goods made to your specifications or clearly personalised; and
sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery.

Any exception is applied only where permitted by law. These exceptions do not remove your rights in relation to goods that are defective or not in conformity with the contract.

Order Cancellations Before Delivery

If you want to cancel an order before it is dispatched, contact us as soon as possible at contact@velarosy.com. We will try to stop the order where operationally possible. If an order can no longer be cancelled before dispatch, this does not affect any statutory withdrawal right that becomes available to you.

Model Withdrawal Form

You may use the following form, but you are not required to use it:

To: S&S Ecommerce, trading as Velarosy, Elizabeth Anscombestraat 363, 1062 LE Amsterdam, Netherlands
Email: contact@velarosy.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Order number:
Goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s) (only if this form is submitted on paper):

Contact

Store: Velarosy
Legal operator: S&S Ecommerce
Email: contact@velarosy.com
Phone: +31 6 15721897
Contact form: Contact us
Address: Elizabeth Anscombestraat 363, 1062 LE Amsterdam, Netherlands
VAT number: NL869097660B01
Trade Register number: 99701960

Customer Support Hours:
Monday to Friday, 9:00–17:00 Italian local time (CET/CEST).