Refund policy
At Velgem, we want you to be happy with your purchase. We offer a 90-day refund policy in addition to your statutory consumer rights.
90-Day Refund Policy
You have 90 days from the date you receive your order to contact us if you are unhappy with your purchase.
To request a refund, replacement or exchange, please contact us at:
Please provide your order number and a brief description of your request.
Our 90-day refund policy is a voluntary policy offered by Velgem and does not limit or replace any consumer rights that apply to you under the laws of your country.
Refunds Without a Return
To make the process easier, Velgem may, at its discretion, allow you to keep the product while receiving a full or partial refund.
This is not guaranteed for every order. The resolution offered may depend on the product, reason for the request, order value and circumstances of the case.
If we require the product to be returned, we will provide return instructions. Please do not send anything back unless we ask you to.
Exchanges & Replacements
If you received the wrong item, size or variation, or would prefer a replacement, contact us at infovelgem@gmail.com.
Depending on the circumstances, we may offer an exchange or replacement. In some cases, we may allow you to keep the original item without requiring a return.
Nothing in this section affects any statutory rights you may have.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty, defective, incorrect or not as described, please contact us as soon as possible.
Please include your order number and, where appropriate, photographs or video showing the issue.
Depending on the circumstances and applicable law, we may offer a replacement, exchange, repair, partial refund or full refund.
Nothing in this policy limits your statutory consumer rights.
UK Statutory Cancellation Rights
If you are a UK consumer purchasing goods online, you generally have the right to cancel your order within 14 days of receiving the goods, subject to applicable legal exceptions.
After notifying us of your cancellation, you generally have a further 14 days to return the goods.
If you exercise your statutory cancellation right, we will process your refund in accordance with applicable UK law.
Where a delivery charge was paid, the refund will generally include the cost of the least expensive standard delivery option offered. Additional charges for an upgraded delivery service generally do not have to be refunded.
Where permitted by law, we may wait until the goods have been returned or you provide evidence that they have been sent back before processing the refund.
Australian Consumer Rights
If you are an Australian consumer, your purchase is subject to applicable protections under the Australian Consumer Law (ACL).
Australian Consumer Law provides consumer guarantees that apply automatically to eligible purchases. These guarantees include rights relating to acceptable quality, fitness for purpose and matching the description.
Depending on the circumstances and whether the problem is a major failure, you may be entitled to a repair, replacement, refund or other remedy.
These rights apply independently of our voluntary 90-day refund policy and cannot be excluded, restricted or replaced by this policy.
United States Customers
For customers in the United States, our voluntary 90-day refund policy applies as described above, together with any applicable federal, state or local consumer protection laws.
Nothing in this policy is intended to waive or restrict any rights that cannot legally be waived or restricted under applicable law.
Return Shipping
For returns under our voluntary 90-day policy, return shipping costs may be the customer's responsibility when we require the product to be returned, unless we have agreed otherwise.
For statutory returns or consumer guarantees, return shipping and other costs will be handled in accordance with applicable law.
If we tell you that no return is required, you will not need to pay return shipping because there is no return to make.
Refunds
Approved refunds will normally be issued to the original payment method.
For voluntary refunds under our 90-day policy, we will confirm the refund amount and whether a return is required before processing the refund.
For statutory cancellations or consumer remedies, refunds will be handled within the timeframe required by applicable law.
Your bank or payment provider may take additional time to make the funds available.
Sale & Promotional Items
Sale and promotional items remain subject to applicable statutory consumer rights.
Our voluntary 90-day refund policy may also apply to sale and promotional items.
Important Consumer Rights
Nothing in this policy is intended to exclude, restrict or limit any consumer rights that cannot legally be excluded or restricted.
If there is any conflict between this policy and your statutory consumer rights, your statutory rights will apply.
Products sold to consumers must meet applicable legal requirements regarding quality, description and fitness for purpose.
Contact Us
For refund, return, replacement or exchange requests:
Email: infovelgem@gmail.com
Phone: +1 406 284 5366
Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM