Refund and Returns Policy

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We want you to enjoy everything you order from Velonixal. If something is not right, here is how our return and refund process works.

Right of Withdrawal and Perishable Goods

As a consumer within the European Union, you generally have a 14 day right of withdrawal for online purchases. However, under German and EU consumer law, this right does not apply to goods that can spoil quickly or whose best before date would be exceeded quickly. Our baked goods are food products of this kind. For this reason, we cannot accept returns of baked goods because you changed your mind, and food that has been delivered cannot be sent back for hygiene and safety reasons.

If your order includes non perishable items, such as gift packaging, boxes, or other durable goods that are not food, the 14 day withdrawal right applies to those items. To use it, please contact us at info@velonixal.com with your order number and a clear statement that you wish to withdraw from the contract. The unused items must be returned in their original condition.

When We Will Help

Your statutory warranty rights remain fully unaffected. We will gladly make things right if:

1. Your order arrives damaged, crushed, or spoiled.

2. You receive the wrong item or an incomplete order.

3. A product is defective, for example because it is stale, moldy, or does not match its description.

4. The product contains an ingredient that was not declared.

How to Report a Problem

Please email us at info@velonixal.com as soon as possible, ideally within 48 hours of delivery, with:

1. Your order number.

2. A short description of the problem.

3. Clear photos of the product, the packaging, and the best before date.

Please do not send any food back to us before we ask you to. In most cases we will resolve the matter based on your photos, without needing a return.

Refunds and Replacements

If your claim is approved, we will either send you a replacement or refund the affected items, depending on what you prefer and what is available. Refunds are issued to the original payment method, and no later than 14 days after we have agreed to the refund. Where the issue was caused by us or the carrier, we also refund the related shipping costs.

Late or Missing Refunds

If some time has passed and you have not received your refund, please first check with your bank or payment provider, as processing times can vary. If you still have not received it, please contact us at info@velonixal.com and we will look into it for you.

Contact Us

For any questions related to returns or refunds, reach out to us at:

Email: info@velonixal.com