Return & Refund Policy
Return & Refund Policy
Last updated: August 26, 2026
At Velmontlux, we want you to feel confident when purchasing from us. If you have any questions or concerns about your order, please contact us at support@velmontlux.store and we will be happy to assist you.
1. 15-Day Return Policy
We offer a 15-day return policy, which means you have 15 calendar days from the date you receive your order to contact us about a return.
To request a return, please contact us at:
Please include your order number and the reason for your return.
Our 15-day return policy does not limit or replace any mandatory consumer rights available to you under applicable law, including your legal right of withdrawal and your legal rights relating to defective or non-conforming products.
2. European Union Right of Withdrawal
If you are a consumer in the European Union, you generally have the legal right to withdraw from your online purchase within 14 calendar days after receiving your goods, without having to provide a reason.
To exercise this right, please contact us at:
You may clearly inform us that you wish to withdraw from your purchase and include your order number.
After notifying us of your withdrawal, the goods must be returned within the applicable legal period.
You may handle the goods to the extent necessary to establish their nature, characteristics and functioning. If the goods have been handled beyond what is necessary for this purpose, you may be responsible for any resulting loss in value where permitted by applicable law.
Certain legal exceptions to the right of withdrawal may apply. For example, the right of withdrawal may not apply to sealed goods that are not suitable for return for health protection or hygiene reasons when those goods have been unsealed after delivery, where the applicable legal requirements are met.
Nothing in this policy affects your statutory right of withdrawal.
3. Returning an Item
Before sending any product back, please contact us at:
We will review your request and provide you with the appropriate return instructions.
Please do not send your order to an address that has not been provided or authorized by Velmontlux.
The return address may vary depending on the product, order and circumstances of the return.
For returns under the applicable right of withdrawal, the customer may be responsible for the direct cost of returning the goods where permitted by applicable law and where the customer has been properly informed of this responsibility.
If the return concerns a defective, damaged, incorrect or non-conforming product, we will handle the return in accordance with applicable consumer protection law.
4. Condition of Returned Products
Customers may inspect and handle a product to the extent reasonably necessary to determine its nature, characteristics and functioning.
For voluntary returns under our 15-day return policy, we ask that products be returned with all included accessories and packaging where reasonably possible.
For our IPL hair removal devices, please return the device together with the accessories originally supplied with the order, such as the power cable, protective glasses, razor and instruction manual, where applicable.
Where permitted by law, a deduction may be made for any loss in value resulting from handling that goes beyond what is necessary to establish the nature, characteristics and functioning of the product.
This section does not limit any statutory consumer rights.
5. Damaged, Defective or Incorrect Products
Please inspect your order when it arrives.
If you receive a product that is damaged, defective, incorrect or does not conform to your order, please contact us at:
Please provide your order number and, where appropriate, photographs or videos showing the issue.
We will review the situation and provide you with the appropriate solution in accordance with applicable law.
Depending on the circumstances and your legal rights, this may include repair, replacement, price reduction or refund.
6. Legal Guarantee
Your statutory rights regarding defective or non-conforming products are not affected by this Return & Refund Policy.
For consumers in the European Union, products are subject to the applicable legal guarantee of conformity.
If you experience a problem with your product after the 15-day return period, please contact us at:
We will assess the issue and handle it in accordance with applicable consumer protection law.
7. Refunds
Once we receive the returned product, where a return of the product is required, we will process the return in accordance with the applicable return procedure.
For a statutory withdrawal, refunds will be made within the legally required timeframe.
Where permitted by applicable law, we may withhold the refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction, unless otherwise agreed or required by applicable law.
Your bank or payment provider may require additional processing time before the refund appears in your account.
8. Refund Amount
Where you exercise a statutory right of withdrawal, we will refund the payments that are required to be refunded under applicable law.
This may include the standard delivery cost originally paid by you, where required by law.
If you selected a more expensive delivery option than the least expensive standard delivery method offered by us, we may not be required to refund the additional delivery cost.
Where permitted by law, a reduction may apply if the returned product has diminished in value because it was handled beyond what was necessary to establish its nature, characteristics and functioning.
9. Hygiene and Sealed Products
Certain products may be subject to specific legal rules concerning health protection and hygiene.
Where a product is supplied sealed and is legally considered unsuitable for return for health protection or hygiene reasons once unsealed, the legal right of withdrawal may not apply after the seal has been broken.
This exception applies only where the applicable legal requirements are satisfied.
The mere fact that a product is a personal-care product does not automatically exclude the customer's statutory rights.
10. Sale Items and Discounts
Products purchased at a discounted or promotional price remain subject to the applicable statutory consumer rights.
A discount or promotional price does not, by itself, remove the customer's legal right of withdrawal or legal rights relating to defective or non-conforming products.
11. Exchanges
We do not normally provide direct exchanges.
If you wish to purchase a different product, you may request a return where applicable and place a new order.
If your product is defective, damaged, incorrect or otherwise covered by statutory consumer protection rights, please contact us before placing a new order so that we can determine the appropriate solution.
12. Order Cancellations
If you wish to cancel an order before it has been shipped, please contact us as soon as possible at:
We will do our best to accommodate your request.
If your order has already been shipped, the applicable return or withdrawal procedure may apply.
13. How to Request a Return
To request a return or report a problem with your order, please email:
Please include:
Order number:
Full name:
Email used for the order:
Reason for your request:
Photos or videos, if applicable:
Please wait for our return instructions before sending the product.
14. Statutory Consumer Rights
Nothing in this policy is intended to exclude, restrict or replace any mandatory consumer rights or remedies available under applicable law.
If any provision of this policy conflicts with a mandatory provision of applicable consumer law, the applicable legal provision will prevail.
15. Contact Us
For any questions regarding returns, refunds, cancellations, defective products or your order, please contact:
Velmontlux
Email: support@velmontlux.store