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General
These ‘General Conditions of Use’ determine the rules for using the www.veloniastore.com website, and establish the contractual relations between all users of the www.veloniastore.com website and the company.
VELONIA LDA (trade name VELONIA)
Rua Dr. Manuel José Teixeira. Bl 13,4835-299 Guimarães, Portugal
PT 518 469 808
email: wecare@veloniastore.com
Site owner https://www.veloniastore.com
The ‘General Conditions of Use’ presented here are the only ones applicable, unless there is a prior agreement, expressed in writing by VELONIA.
VELONIA. may amend the provisions of its General Conditions of Use from time to time.
By accessing the website www.veloniastore.com, the customer undertakes to respect the ‘General Conditions of Sale’. It is considered that when an order is validated, the customer is automatically accepting our ‘General Conditions of Use’.
User registration
To register on www.veloniastore.com, you need to use the ‘Register’ option and fill in the details requested. The registration process is very simple. We only collect the information we need to identify you, contact you and provide you with a personalised service.
The process comprises two phases:
1) Entering the information requested by the website.
2) Confirmation of registration: once you have entered the details requested, you will receive a message to the email address you provided telling you that you have registered successfully and that you have been given access credentials to the site so that you can make purchases at www.veloniastore.com
The user of the VELONIA site is responsible for the access elements to their account (username and password) in order to guarantee the confidentiality of their data.
Registration is compulsory in order to make purchases. Only once you have logged in will you be able to add data to the basket and finalise a purchase.
My account
The user of the VELONIA site is responsible for the access elements to their account (username and password) in order to guarantee the confidentiality of their data. Through the ‘My Account’ option, you can check the orders you have placed or change your password.
If you make a purchase and find that the address is out of date, you can add a new address. If the old address is no longer used, you must subsequently notify VELONIA (wecare@veloniastore.com) by email so that they can remove the old address.
In the event of improper use of the site and regardless of the applicable legal procedure, VELONIA reserves the right to cancel the user's registration, remove orders and any other type of content.
VELONIA guarantees the confidentiality of all your data in accordance with the General Data Protection Regulation (GDPR), REGULATION (EU) 2016/679 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data.
VELONIA does not disclose or sell its customers' data to third parties, so all information is confidential. Access to the information is restricted, and it is only used for communication with the Customer, processing their orders, namely: invoicing, payments, dispatch and after-sales assistance.
All customers have the right to access, rectify, cancel and object to their data.
If you wish to leave the VELONIA database at any time, you can exercise this right by simply sending an email to: wecare@veloniastore.com.
To read more about our privacy policy click on: www.veloniastore.com
Product features
The illustrative photographs of the products presented here are not contractual and do not represent any commitment on the part of VELONIA.
We endeavour to ensure that the information presented is free from typographical errors.
However, whenever errors occur, we will correct them as soon as they are identified.
If the information provided does not correspond to the characteristics of the product, the Customer will be informed and will have the right to withdraw from the purchase.
Availability
VELONIA respects order deadlines as long as stock is available. In the event that one of the products ordered is not available in stock, VELONIA will contact the customer by e-mail or telephone within 48 hours of the date of the order, in order to inform them of the new delivery time for the product or request that it be changed to a similar one. It is VELONIA's policy to only present products for sale that are in stock in its warehouses, and for technical or circumstantial reasons there may be a discrepancy between the quantities presented for sale on www.veloniastore.com and the quantities in stock.
Shipping to Portugal - Azores and Madeira Islands
The prices of postage to the islands are those shown at the checkout and differ from the prices of postage to the mainland due to the air or sea freight required to get the products to their destination. The delivery period for products is 12 days, but may exceptionally be extended to 60 days for reasons beyond the company's control.
Returns and exchange policy
In compliance with article 4 of Decree-Law no. 24/2014, of 14 February, under the terms of articles 10 and 11, if the customer wishes to return one or more items, they may do so, without incurring any costs and without having to state the reason, within 15 days of receiving the order, provided that the products are intact, sealed, complete and in their original packaging, which must not be damaged, altered or scratched. The customer must ensure that the returned item(s) arrive at our premises within 22 days of delivery.
To exercise your right of return, the customer must contact our Customer Service team at wecare@veloniastore.com, indicate the reason, specify the order number, the description or reference of the product(s) you wish to return and the form of refund you would like. Refunds can be made via the original payment method or via a refund voucher, which is valid for 12 months from the date of issue.
At the end of this period, there will be no further reimbursement.
The customer should also bear in mind whether the product they wish to return was purchased as part of a promotional campaign and whether they therefore received a gift product. If this is the case, you must return not only the product in question, but also the offer you received with your purchase. Both products must comply with the aforementioned guidelines.
It is only possible to return a pack in its entirety. If the customer wishes to return a product that belongs to a pack, they must return all the products that make up that pack. All products must comply with the aforementioned guidelines.
The customer must send us the item(s) to the following address in perfect condition accompanied by the respective documents sent to them, via CTT or carrier, and the return costs will be borne by the Customer:
VELONIA LDA (trade name VELONIA)
Rua Dr. Manuel José Teixeira. Bl 13
4835-299 Guimarães
Portugal
The return of incomplete, damaged or scratched products, as well as products without the original packaging and/or labelling, or products showing signs of having been used, will not be accepted.
Nor will we accept the return of products that have been purchased as part of offers or products exchanged as part of a points plan.
If we receive an item in the above-mentioned condition or with the freight forwarder's label attached directly to the packaging, the customer will lose the right to a refund and will have 10 days to collect the item(s) from our premises, bearing the cost of collection.
Guarantees and after-sales service
All products sold benefit from a guarantee of conformity, without prejudice to the applicable legal guarantees. Shipping charges for the product(s) are borne by the customer. To return the order, the customer must contact our customer service department.
VELONIA undertakes to make any repairs with the suppliers. Whatever the problem with your product, you must send a copy of the invoice, or warranty certificate if applicable, with the goods.
Please note that the guarantee does not apply (or only partially applies) to the repair of problems resulting from misuse or non-use in accordance with the manufacturer's specifications.
VELONIA cannot be held responsible if the manufacturer refuses to apply the guarantee. Repair estimates not accepted by the customer may be subject to administrative fees. If you agree with the estimate, you must make a bank transfer corresponding to the amount of the repair.
Delivery method
VELONIA delivers orders by courier. Each dispatch is accompanied by an envelope containing the following documents: Invoice/Receipt (original and copy). Product deliveries will only take place on working days.
By way of indication, without this being binding on VELONIA and except in the event of unavailability of the products or other possible causes of force majeure, the goods will be delivered in accordance with the following deadlines:
- The delivery time is 5 working days for the mainland and up to 9 days for the islands, and will start from the moment payment is confirmed.
Delivery times are indicative and are therefore considered valid when there are no physical or structural impediments (e.g. incorrect addresses or force majeure). The amount to be paid for transport, which can be added to the price of the products purchased, will be calculated automatically by the system. If the parcel is not received within the stated period, an enquiry will be made with the carrier and may take several days.
The Customer must contact VELONIA Customer Service and during this period no refund can be made, as the loss of the parcel must be verified and confirmed.
The customer has the right, upon receipt of their order, to open the packaging to check that the product is in accordance with what was ordered and that it has no external defects.
If the product is not what was ordered or has visible defects, VELONIA advises the customer to return it to VELONIA's address.
An e-mail should also be sent within 24 hours indicating the problem to Customer Service at wecare@veloniastore.com
Please note that VELONIA will be obliged to refuse any request for reimbursement or replacement (right of withdrawal) for products with external defects that have been accepted by our customers at the time of delivery. The right of withdrawal remains valid for defects detected by the customer after delivery and in accordance with the terms provided by law.
What to do at the time of delivery:
1. Check that the packaging is in perfect condition.
2. Open the package and ask the carrier to wait for the check (this is the customer's right).
3. Check that the product conforms to the order placed and that it has no visible defects. If everything is in order, accept delivery.
4. In the event of any non-conformity, i.e. an error in the product ordered, or a visible defect, you must refuse delivery, noting the problem on the carrier's slip.
In order to avoid any delays, and to enable data to be verified if necessary, the customer must inform us at the time of purchase:
- An e-mail address;
- A telephone number so that we can contact you at any time of the day.
VELONIA apologises for the inconvenience caused, but these measures must be taken to protect customers from possible fraud.
Disputes and liability
For the resolution of any dispute arising from the interpretation or execution of these General Conditions, the Vale do Ave Consumer Conflict Arbitration Centre (www.triave.pt) shall be competent.
VELONIA shall not be held liable for delays or breach of contract for reasons of force majeure: disruption, total or partial strike, postal services and means of transport or communication, flood, fire or war.
VELONIA is not liable for any indirect damage: loss of profit, loss of opportunity, damage or fees that may arise from the purchase of any product presented on the site.
Although our products have performances compatible with professional use, VELONIA is not aimed at a professional audience. VELONIA cannot therefore be held liable for any damage resulting from professional activity.
Content information
The VELONIA website is intended for private use only. The reproduction, transfer, distribution or storage of the contents of the VELONIA Site without prior written authorisation is prohibited for other purposes.
To facilitate access to other content, the VELONIA website may include links to other websites. This does not mean that VELONIA endorses these sites or recommends these products and services and declines all responsibility for their content. Customers accessing an external link must read and accept the terms and conditions of that site before using it.
The catalogue of products on VELONIA may be independent of the physical shops, both in terms of price and quantities in stock.
All promotional campaigns have limited stock and are exclusive to online sales, and it is VELONIA's philosophy that the campaigns in the VELONIA shop are identical to those in its physical shops.
