Returns & withdrawal

Last updated: 19 October 2026

We want you to love your Veltro Comfort order. If it isn't right for you, you can send it back. This page explains your 14-day right of withdrawal under EU consumer law and how returns and refunds work.

Your right to change your mind (14 days)

You can withdraw from your purchase within 14 days without giving any reason. The 14 days start on the day you, or someone you name (other than the carrier), receive the goods. If your order arrives in several parcels, they start on the day you receive the last one.

To withdraw, tell us clearly before the 14 days end, for example by email to veltroteam@gmail.com, with your order number. You can use the model withdrawal form below, but you don't have to. It is enough to send your message before the period ends.

Sending items back

• Please contact us before sending anything back, and we'll reply with the return address and instructions. Some items are shipped from our partner warehouses, so the return address may not be our office address.
• Send the items back within 14 days of telling us you are withdrawing.
• You pay the direct cost of returning the items, unless the item is faulty or we sent the wrong one. In that case we cover it.
• You can handle and try the items as you would in a shop. You are only responsible for any loss in value caused by handling them beyond what's needed to check what they are, their characteristics and how they work.

Your refund

We refund everything you paid, including the standard delivery cost, within 14 days of the day we receive your withdrawal. If you chose a more expensive delivery option than our standard one, we don't refund the extra. We may hold the refund until we've received the items back, or until you've shown proof that you sent them, whichever comes first. The refund goes back to your original payment method, free of charge.

Faulty, damaged or wrong items

If an item arrives damaged or faulty, or isn't what you ordered, email us within a reasonable time of noticing and include a photo. We'll replace it, repair it or refund you at no cost to you. This is in addition to your right of withdrawal and doesn't limit your legal rights.

Legal guarantee

All products are covered by the legal guarantee of conformity for 2 years from delivery, under Croatian and EU law. If a product doesn't conform to the contract within that time, contact us and we'll put it right.

Veltro Club memberships

The right of withdrawal also applies to Veltro Club memberships. See our Veltro Club terms.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: VeltroComfort, Bačka ulica 14, 10040 Zagreb, Croatia, veltroteam@gmail.com

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

(*) Delete as appropriate.

Contact

VeltroComfort · Bačka ulica 14, 10040 Zagreb, Croatia · veltroteam@gmail.com