Returns Policy

14 days to change your mind

You have the statutory right to cancel your order without giving a reason (right of withdrawal). That cooling-off period runs from the moment you place your order up to and including 14 days after the day on which you — or someone you have designated — receive the product. If products from a single order are delivered separately, the period only starts on the day you receive the last product. After notifying us, you have a further 14 days to send the product back.

How to return an item

Register your return via Welvana@outlook.com, quoting your order number. You can also use our model withdrawal form — this is not compulsory; a clear notification is enough.
You will receive a confirmation and the return address by email.
Send the product back complete. Preferably use the original packaging; this is not compulsory.

Return costs

The direct cost of returning the item is borne by the consumer. The return address you receive from us is always within the European Union; for a parcel of ordinary size those costs are usually between €7 and €15. If the product is faulty, damaged or incorrectly delivered on receipt, we cover the return costs.

Refunds

We refund the purchase amount including the shipping costs you paid within 14 days of receiving your notice of withdrawal, using the same payment method you used. In the case of a partial return, the shipping costs of the order remain payable. We may withhold the refund until we have received the product back, or until you have demonstrated that you have returned it — whichever comes first.

Exceptions

Excluded from the right of withdrawal are products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery. Where this applies to a product, we state it on the product page.

Diminished value

You may examine the product as you would in a shop: unpacking, inspecting and trying it out are all fine. If you go further than is necessary to establish the nature, characteristics and functioning of the product, we may reduce the refund by the diminished value that results.

Complaints or damaged products

Has your product arrived damaged, or is something not right? Email us as soon as possible — preferably within 48 hours of receipt — with a photo, and we will handle it fastest. Your statutory rights remain fully in force: you can report a defect up to two months after discovering it. We will arrange repair or replacement; if that is not possible or not reasonable, we will refund you.