Is your order not what you expected or need? Don’t worry, we’re here to help!
14-day unmodified return policy
You can only return items that are unused and unmodified within 14 days after you have received it. If this is the case, please follow the instructions on the return page.
Items that were used, fully unboxed, mounted or not in its original state will not be accepted for return.
In every case, the cost and risk of the return shipment are at your own expense.
Once we receive the returned item in its original state and package, we will provide you with a full refund. Please bear in mind that this process can take up to but no longer than 2 weeks.
Used or modified product return policy
In case something went wrong while you assembled or used your item, returns are no longer an option, but our support team is always ready to help you out! Please go to our technical support page.
If you return an assembled or used item to us, a refund is not possible.
In case you believe that your item has a manufacturing problem or if it is incomplete, please go to our technical support page and send us a message. We will repair or replace the defective materials as needed.
In the event that your purchased item was damaged during shipment, please send us a ticket via customercare.velleman.eu. Include a detailed description and pictures of the damaged item and our customer service will arrange replacements.
Every order is processed at the earliest opportunity from the moment payment is received.
Velleman works with reliable external delivery partners such as GLS, and ships to select EU countries, specified below.
Free shipping in Italy, Austria, Denmark and Ireland on orders over €150.
Shipping costs for orders in the previously mentioned countries under €150 cost €19,95 (taxes included).
Free shipping in Bulgaria, Croatia, Czech Republic, Estonia, Finland, Hungary, Latvia, Lithuania, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the UK on orders over €200.
Shipping costs for orders in previously mentioned countries under €200 cost €24,95 (taxes included).
We currently do not ship to any other countries, but you can find a local dealer here!
The Vellemanformakers online store takes every reasonable precaution to guarantee the safety of your online transactions and accepts the following payment methods:
- Credit Card
- ING Home’Pay
- Belfius Direct Net
- Bancontact/Mister Cash
- SOFORT banking
We may expand the accepted payment methods in the future; additional payment methods will be announced on the website.
Ownership of the ordered products will only pass when the amounts due have been paid in full, regardless of whether delivery has taken place.
All Terms and conditions of sale
Didn’t find the answer you were looking for? Check out our more elaborate Terms and Conditions of Sale document here.
Contact Customer Care
In case you did not find the answer you were looking for in the options above, please send us a support ticket via customercare.velleman.eu and we will try to help you as soon as possible.
Describe your question or problem in English and if needed, include pictures. All information is of value to us to assess the matter.