Refund policy

> RETURN & REFUND POLICY
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> Last updated: November 15, 2026
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> This Return & Refund Policy ("Policy") applies to all purchases made through veliapetshop.com (the "Store"), operated by Velia ("Velia", "we", "us" or "our"). It explains how you can return products, cancel orders and receive refunds. By placing an order, you confirm that you have read and understood this Policy.
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> YOUR STATUTORY RIGHTS
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> This Policy is in addition to, and does not exclude, restrict or modify, any rights you have as a consumer under the mandatory laws of the country, state, province or region where you live. Where local law gives you greater rights than this Policy, those rights will apply. Nothing in this Policy affects your rights if a product is defective, damaged, not as described or not delivered.
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> 1. 15-DAY RETURNS
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> You may request a return for any reason within 15 calendar days from the date you, or a person you designate, receive your order. If your order arrives in several shipments, the period starts on the day you receive the last item.
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> To be eligible for a return under this section, the product must be complete (including the bolsters and the non-slip base), clean, free from damage caused after delivery, and properly packed so that it is protected during transport.
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> If a returned product shows damage, missing parts or wear beyond what is necessary to examine it, we may reduce the refund by an amount reflecting its diminished value, to the extent permitted by law.
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> 2. HOW TO START A RETURN
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> To start a return, email us at Nuvora-@outlook.es within the return period and include your order number, the product you wish to return and the reason for the return. If the product is damaged, defective or incorrect, please attach photos or a video showing the issue.
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> We will reply with the return address and instructions. Our products are shipped by fulfillment partners, so the return address may be in a different country from the one where you received your order.
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> To make sure your return is processed correctly, please do not send any product back before receiving our instructions. Returns sent to an address other than the one we provide may be lost, and we cannot be responsible for them.
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> 3. RETURN SHIPPING COSTS
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> Change of mind: if you return a product for a reason that is not a defect or an error on our part, you are responsible for the cost and risk of returning it. We recommend using a trackable shipping service.
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> Defective, damaged or incorrect products: we will cover the reasonable cost of the return. In some cases, we may issue a refund or replacement without asking you to send the product back.
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> 4. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS
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> Please check your order when it arrives. If a product is defective, damaged in transit, not as described or not what you ordered, contact us as soon as possible, ideally within 7 days of delivery, with photos or a video of the issue. Reporting quickly helps us solve the problem faster, but it does not shorten any legal guarantee period that applies to you.
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> Depending on the issue and the law that applies to you, we will offer a repair, a replacement, a partial refund or a full refund.
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> 5. REFUNDS
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> Once we receive and inspect your return, or the evidence you send us, we will tell you by email whether your refund has been approved.
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> Approved refunds are issued to your original payment method within 14 days of approval, or within any shorter period required by law. Your bank or payment provider may need extra time to post the refund to your account.
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> For change-of-mind returns, we may withhold the refund until we receive the product back or you provide proof that you have sent it, whichever happens first.
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> Unless the product was defective, damaged or incorrect, or the law requires otherwise, original shipping costs are not refundable. Import duties, taxes or fees charged by third parties are not refunded by us, unless required by law.
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> If you have not received an approved refund within a reasonable time, first check with your bank or payment provider, and then contact us.
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> 6. EXCHANGES
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> We do not offer direct exchanges. If you would like a different color or size, please return the original product under this Policy and place a new order.
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> 7. ORDER CANCELLATIONS
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> You may cancel your order free of charge by emailing us at Nuvora-@outlook.es before it is processed for shipping. Once an order has been shipped, it can no longer be cancelled, but you may return it under this Policy.
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> 8. INCORRECT ADDRESSES, REFUSED OR UNCOLLECTED PACKAGES
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> If a package cannot be delivered because the address you provided was incorrect or incomplete, or because the package was refused or not collected, we will contact you. Any reshipping costs will be your responsibility. If you request a refund instead, it will exclude the original and return shipping costs, except where the law requires otherwise.
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> 9. CUSTOMERS IN THE EUROPEAN UNION, THE EUROPEAN ECONOMIC AREA, SWITZERLAND AND THE UNITED KINGDOM
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> Right of withdrawal: you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. This right applies to all products, including products bought at a discount or on promotion. Our 15-day return period above already covers this right.
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> To exercise it, tell us of your decision by a clear statement, for example an email to Nuvora-@outlook.es. You may use the model withdrawal form below, but you do not have to. It is enough that you send your communication before the withdrawal period expires.
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> If you withdraw, we will reimburse all payments received from you, including the cost of standard delivery (but not any extra cost for a more expensive delivery method you chose), without undue delay and no later than 14 days from the day we are informed of your decision. We will use the same payment method you used, unless you expressly agree otherwise, and you will not be charged any fees for the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied proof of having sent them back, whichever is earlier.
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> You must send the goods back without undue delay and no later than 14 days after telling us of your withdrawal. You will bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
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> Legal guarantee: in addition to the right of withdrawal, you benefit from the legal guarantee of conformity for goods that are defective or not as described, for the period set by the law of your country of residence (at least 2 years in the EU, and 3 years in Spain).
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> Online dispute resolution: if you have a complaint, please contact us first at Nuvora-@outlook.es so we can try to solve it. You may also contact the consumer authority or an alternative dispute resolution body in your country.
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> MODEL WITHDRAWAL FORM
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> (Complete and return this form only if you wish to withdraw from the contract.)
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> To: Velia Customer Support, email: Nuvora-@outlook.es
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> I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
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> Ordered on / received on:
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> Order number:
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> Name of consumer(s):
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> Address of consumer(s):
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> Signature of consumer(s) (only if this form is sent on paper):
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> Date:
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> 10. CUSTOMERS IN AUSTRALIA AND NEW ZEALAND
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> Our products come with guarantees that cannot be excluded under the Australian Consumer Law and the New Zealand Consumer Guarantees Act. For a major failure, you are entitled to a replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this Policy limits those rights.
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> 11. CUSTOMERS IN THE UNITED STATES AND CANADA
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> Some states and provinces give consumers additional rights regarding returns, refunds and product warranties. Nothing in this Policy limits any rights you may have under the laws of your state or province.
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> 12. CHANGES TO THIS POLICY
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> We may update this Policy from time to time. The version published on the Store on the date of your order will apply to that order.
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> 13. CONTACT US
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> For any questions about returns, refunds, cancellations or a problem with your order, please contact Velia Customer Support at Nuvora-@outlook.es. We aim to reply within 2 business days.