Refund policy

Refund & Withdrawal Policy

Version 2.0 · Effective 15 October 2026

1. Digital delivery and scope. Digital products are delivered automatically after successful payment through Shopify Digital Products. This policy distinguishes statutory consumer withdrawal rights, remedies for non-delivery or faulty content, and our additional purchase-support offers. You are a consumer when buying mainly outside your trade, business or profession. Business purchases do not carry the statutory consumer cooling-off right. Consumers retain all mandatory rights applicable in their country; nothing here restricts them.

2. Consumer right of withdrawal. For eligible consumer purchases where the statutory right applies, you may withdraw without giving a reason within 14 days of concluding the digital-content contract. Any longer period required by applicable law remains available.

For immediate digital supply, the withdrawal right can end only when you have expressly consented to supply before that period ends, acknowledged that the right will be lost, received the required confirmation on a durable medium, and supply has begun. Payment, general acceptance of terms, a direct or accelerated checkout, or automatic delivery alone does not establish all these conditions. Where valid consent, acknowledgement, confirmation and supply cannot be established, applicable statutory withdrawal rights remain available. We do not claim that every purchase carries a withdrawal waiver.

To exercise an available withdrawal right online, select Withdraw from contract, enter your name, order reference and confirmation email, review your declaration, then select Confirm withdrawal. No login, reason, marketing opt-in or merchant approval is required. An automatic acknowledgement includes your declaration and a PDF showing the original server-recorded submission date and time in Europe/Rome local time (minute precision). Keep that email and its attachment. This form is hosted by Jotform; see our Privacy Policy.

Alternatively, send an unequivocal declaration to hello@velvele.store, including your name, order reference, the purchase or items concerned, and the email address for acknowledgement. You do not need to give a reason. Sending the declaration exercises an available right; our approval is not a condition. No physical return of a digital file is required. We refund the payments due within 14 days of being informed, using your original payment method unless you expressly agree otherwise, subject to the applicable statutory rules. Keep a copy of your declaration.

3. Non-delivery, faulty content and conformity. If access is missing, a file is faulty, or the content does not match the description or work in the app and version stated on the product page, contact hello@velvele.store with your order reference and the problem. We will provide the missing content or put it into conformity. Where the applicable legal conditions are met, you may be entitled to a price reduction or termination and refund. These remedies are separate from change-of-mind withdrawal and are not limited to its 14-day period. Mandatory national remedies and time limits remain unaffected. Business buyers retain the remedies stated in our Terms of Service to the extent permitted by law.

4. Wrong license or app edition. If you need a higher license, upgrade by paying the difference. If you chose a higher license than you need, or the wrong app edition, and have not used the files, write to us within 14 days and we will exchange it or refund the difference. This additional offer does not restrict statutory remedies.

5. Duplicate purchases and change of mind. If you bought the same edition and license twice by mistake, we refund the duplicate. Where all the digital-content exception conditions in section 2 are met, we do not offer change-of-mind refunds after supply begins. This does not restrict any withdrawal right that remains available or remedies for non-delivery, faulty content or lack of conformity.

6. Chargebacks. If a payment is reversed, the license for that order is suspended until payment is settled, without restricting mandatory consumer rights or access required for exercising a statutory remedy.

7. Contact. Valeryia Herasimava, trading as Velvele · Via Pietro Colletta 55, 20137 Milano, Italy · hello@velvele.store.

Optional model withdrawal declaration

To: Valeryia Herasimava, trading as Velvele, Via Pietro Colletta 55, 20137 Milano, Italy; hello@velvele.store.

I hereby give notice that I withdraw from my contract for the following digital content: [products / order number].

Ordered on: [date]. Consumer name: [name]. Consumer address: [address]. Email for acknowledgement: [email]. Date: [date]. Signature only if submitted on paper.