Refund policy

Veltrano creates selected products that are prepared according to the customer's request, with particular attention to quality, packaging, and safety during transportation.

Each item undergoes 5 quality checks before shipment and is carefully packaged to ensure the product remains intact during transportation.

B2C AND B2B RETURN POLICY

RETURNS NOT ACCEPTED

Veltrano does not accept returns or refund requests for:

  • Domestic B2C orders

  • International B2C orders

  • Domestic B2B orders

  • International B2B orders

The products purchased are made, prepared, or selected according to the customer's specific requirements and, for this reason, cannot be returned or refunded once the purchase has been completed.

In particular, the sale of raw materials and products intended for commercial or professional activities (B2B) is considered final and is not subject to a right of withdrawal or refund.

Likewise, for B2C purchases, the customer acknowledges that the product is ordered and prepared according to their personal selection. Therefore, returns cannot be requested due to a change of mind, personal preferences, or different expectations.

DAMAGED OR DEFECTIVE ITEMS

In the rare event that a product is delivered damaged or has an apparent defect, Veltrano will provide assistance as quickly as possible.

Following an inspection of the product, the item may be:

  • Repaired

  • Replaced

  • Reshipped to the customer at no additional cost

All costs associated with providing assistance for damaged or defective products will be covered by Veltrano.

HOW TO REQUEST ASSISTANCE

To report a damaged or defective product, you must contact our customer service through the “Contact Us” section of the website or by email, providing the following information:

  • Order number

  • First and last name used for the purchase

  • Description of the issue encountered

  • Photos of the product, if applicable

Our team will provide assistance as quickly as possible and guide the customer through the relevant procedure.

GENERAL CONDITIONS

Veltrano reserves the right to reject requests concerning products that have been:

  • Improperly used

  • Modified by the customer

  • Accidentally damaged after delivery

  • Returned without the original packaging or included accessories

Each request will be reviewed by our quality control department before assistance is approved.

FINAL NOTES

By placing an order on the Veltrano website, the customer confirms that they have read and fully accepted this Returns, Refunds, and After-Sales Assistance Policy.