Política de reembolso
Returns & Refund Policy
At Velmont, we aim to provide a clear and hassle-free experience with every order of our DIY kits, Book Nooks, miniature scenes, and 3D puzzles.
Order cancellation
Orders can be cancelled within 12 hours after purchase.
After this period, the order enters processing and cannot be cancelled.
Once shipped, cancellation is no longer possible.
Returns
You have 14 calendar days from delivery to request a return.
To start a return, contact us at:
📩 support@velmont-official.com
Requests outside this period may not be accepted.
Return conditions
To be eligible for a return, the product must be:
- Unused and in perfect condition
- In original packaging
- Including all parts, accessories, and instructions
- Free from damage or signs of use
Non-returnable items
We do not accept returns for:
- Used or incomplete kits
- Items damaged due to improper use or assembly
- Products without original packaging
- Customized items (if applicable in the future)
Return costs
- Spain & EU: customer covers return shipping
- Rest of the world: customer covers return shipping
Refunds
Once the returned item is received and inspected, the refund will be processed.
Refunds may be issued as:
- 💳 original payment method or
- 🎁 store credit (depending on the case)
Processing time: 5–10 business days
Exchanges
To change a product:
- Request a return for the original item
- Place a new order for the correct product
- Use your refund or store credit once received
Damaged or incorrect items
If your order arrives damaged or incorrect, contact us within 48 hours with:
- Order number
- Product photos
- Packaging photos
We will provide a fast resolution (replacement or refund).
Customer support
📩 support@velmont-official.com
🕒 Response within 24h (Mon–Fri)