Terms of service

Last updated: 19 October 2026

1. Who we are

This online store is operated by VeltroComfort, Bačka ulica 14, 10040 Zagreb, Croatia, email veltroteam@gmail.com (we, us). These terms apply to every purchase made in our online store. Please read them before you order.

2. Products

We describe and photograph our products as accurately as we can. Colours can look slightly different depending on your screen. Our pillows are comfort products, not medical devices. They are not intended to diagnose, treat or prevent any medical condition.

3. Prices

All prices are in euros (EUR) and are final prices, including any applicable taxes. Shipping costs are shown at checkout before you pay. The price shown when you place your order is the price you pay. If a price is obviously wrong due to an error, we'll contact you before shipping, and you can confirm the order at the correct price or cancel it for a full refund.

4. Orders and the contract

When you place an order, you make an offer to buy the products in your cart. The contract is formed when we email you the order confirmation. If a product turns out to be unavailable, we'll tell you as soon as possible and refund you in full for anything we can't deliver. You can only order if you are at least 18 years old, or with the consent of a parent or guardian.

5. Payment

You can pay with the payment methods shown at checkout. Payments are processed securely by Shopify and our payment providers, and we never see your full card details. Your payment is taken when you place your order. For Veltro Club memberships, monthly payments are taken as described in our Veltro Club terms.

6. Delivery

We deliver to all countries of the European Union. Shipping costs, delivery times and what to do if a parcel is late, damaged or lost are explained on our Shipping & delivery page.

7. Right of withdrawal and returns

As a consumer, you can withdraw from your purchase within 14 days of receiving it, without giving a reason. How to do this, and how refunds work, is explained on our Returns & withdrawal page, which also includes a model withdrawal form.

8. Legal guarantee

All products come with the legal guarantee of conformity for 2 years from delivery. If a product is faulty or doesn't match its description, contact us and we'll repair or replace it, or give you a price reduction or refund, as provided by law.

9. Veltro Club

Veltro Club memberships are subscriptions billed monthly. Their full terms, including minimum terms, pillows, member discounts and cancelling, are in our Veltro Club terms.

10. Discount codes

Unless stated otherwise, only one discount code can be used per order. Codes can't be exchanged for cash and are only valid on the terms under which they were given.

11. Using our website

Please use our website lawfully and don't try to disrupt it. All content on it, including text, photos and designs, belongs to VeltroComfort or its licensors and may not be copied without our permission.

12. Liability

We are responsible for the products we sell as required by law. Nothing in these terms limits our liability where the law doesn't allow it, including for death or personal injury caused by our negligence, for fraud, or under mandatory consumer protection rules. Otherwise, we are not responsible for losses that were not foreseeable when the contract was made.

13. Personal data

We handle your personal data as described in our Privacy policy.

14. Governing law and disputes

These terms are governed by Croatian law. If you live in another EU country, you also keep the protection of the mandatory consumer laws of your country. If something goes wrong, please contact us first. We'll do our best to find a solution. You can also contact the consumer protection authority in your country, or bring a claim before the courts of your country of residence or of Croatia.

15. Changes to these terms

We may update these terms from time to time. The version published when you place your order applies to that order.

16. Contact

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