Last updated: October 5, 2026
1. 14-day right of withdrawal
You have 14 days from receipt of your order to change your mind, without giving any reason. If your order arrives in several parcels, the period starts on receipt of the last one.
2. How to tell us
Send us a clear statement (for example: "I wish to withdraw from order no. …"):
- by email to contact@velunora.fr, subject "Withdrawal";
- via our contact form;
- or by post to 5 rue des Écoles, 57380 Pontpierre, France.
You can also use our model withdrawal form. We will send you an acknowledgment of receipt by email.
3. Returning the product
Return the product no later than 14 days after informing us, to the return address we send you by email. Return shipping costs are your responsibility. We recommend a tracked shipment and keeping proof of postage. You may handle the product as you would in a store; a deduction may only be made if the product was handled beyond what is necessary to check its nature and functioning.
4. Refund
We refund all payments received, including the original shipping costs (at the standard rate), no later than 14 days after being informed of your withdrawal. We may withhold the refund until we receive the product or proof that it has been sent back. The refund is made using the original payment method, at no cost to you.
5. Defective, damaged or incorrect product
Contact us at contact@velunora.fr with your order number and, if possible, a photo. In this case, return costs are on us and you are entitled to repair, replacement or refund under the legal guarantee of conformity described in our terms of sale. This right applies for 2 years after delivery and is independent of the withdrawal period.