Refund policy
Last updated: 3 October 2026
This policy explains when and how you can return a Velkare product. Please read it before you buy: by placing an order you confirm that you have read it. Nothing in this policy limits the rights that consumer law gives you.
1. Summary
- You can withdraw from your purchase within 14 days of delivery. You pay for the return shipping.
- The product must come back unused, unwashed and in its original packaging, with the free pillowcase and everything that came in the box. If it has been used, we deduct the loss in value, up to the full price.
- Damaged, faulty or wrong items have to be reported within 48 hours of delivery, with photos and a video. Without that evidence we cannot open the claim.
- We do not offer exchanges, trial periods or "no questions asked" refunds.
2. Cancelling an order before it ships
You can cancel your order for a full refund within 12 hours of placing it, as long as it has not been processed for dispatch. Email contact@velkare.com with your order number. Once the order has been processed or shipped it can no longer be cancelled; you can still withdraw from the purchase under section 3.
3. Right of withdrawal (14 days)
3.1 Time limit
You have 14 calendar days to withdraw from your purchase without giving a reason. The period starts on the day you, or someone you name (other than the carrier), take physical possession of the goods. If your order arrives in several parcels, it starts the day you receive the last one.
3.2 How to withdraw
- Before the 14 days are up, send a clear statement that you want to withdraw to contact@velkare.com. Include your order number, name and the items you are returning. You can use the model form at the end of this policy, but you don't have to.
- We will reply with the return address and instructions. Do not send anything before you receive them. Parcels that arrive without authorisation, sent cash on delivery or with postage unpaid, will be refused.
- Send the goods back within 14 days of telling us you are withdrawing. Use a tracked shipping service and keep your proof of postage: we refund on receipt of the goods or of that proof.
3.3 Return shipping costs
You pay the direct cost of returning the goods, whatever your country. Orders ship from fulfilment warehouses that may be outside your country, so return shipping can be expensive. Please check the cost before you send the parcel. We do not provide prepaid labels.
3.4 Condition of the goods
A pillow is bedding that comes into direct contact with the skin, face and hair. Once it has been slept on, washed or taken out of its protective packaging, it cannot be sold again as new. You can handle the product only as much as you would in a shop to check what it is, how it is made and how it works.
The goods must come back:
- unused: not slept on, not washed, with no stains, odours, hair, marks or damage;
- in their original packaging, with the protective bag, labels and inserts;
- with the free pillowcase and any other gift that came with the order. If a gift is missing, we deduct its retail value of 7 USD from the refund;
- properly packed, so they are not damaged on the way back. You are responsible for the goods until we receive them.
We inspect every return. You are liable for any loss in value caused by handling the goods beyond what was needed to check them. If the product has been slept on, washed, stained or damaged, that deduction may be up to 100% of the price. We will tell you about any deduction in writing, with photos.
3.5 Refund
We refund what you paid within 14 days of being told about your withdrawal, using the same payment method you used to pay. We can hold the refund until we have received the goods or you have shown proof that you sent them, whichever comes first. You will not be charged any fee for the refund. Your bank or card issuer may take a few extra days to show it.
3.6 Multi-pack orders
Two-pillow and three-pillow packs carry an automatic discount, and that discount only applies when you buy the whole pack. If you return part of a pack, the items you keep are charged at the price that applies to that quantity. We refund the difference. For example: you buy the 3-pillow pack for $399 and return one pillow. The two you keep are charged at the 2-pillow price of $299, so we refund $100.
3.7 Refused or uncollected parcels
If you refuse delivery, or do not collect the parcel and it comes back to us, we treat it as a withdrawal. We refund the price after deducting the return-to-sender cost the carrier charges us.
4. Damaged, faulty or wrong items
4.1 Legal guarantee
Every product is covered by the legal guarantee of conformity under Spanish consumer law. It lasts three years from delivery, and a fault that shows up in the first two years is presumed to have existed at delivery. This section explains how to make a claim. It does not reduce those rights.
4.2 Report it within 48 hours
Problems caused in transit, wrong items and missing items have to be reported to contact@velkare.com within 48 hours of delivery. After that, carriers no longer accept damage claims, and it becomes very hard to show that the damage did not happen after delivery. Other faults should be reported as soon as you notice them.
If the outer box looks damaged when it arrives, note it with the courier if you can and take photos before opening it.
4.3 Evidence we need
We can only open a claim once we have all of the following:
- your order number and a short description of the problem;
- clear photos of the outer box showing the shipping label, of the packaging, and of the product with the fault visible;
- a single, continuous, unedited video that shows the fault, with a sheet of paper next to the product showing your order number and that day's date, written by hand;
- for a wrong or missing item: photos of everything you received and of the label on the parcel.
Until we have this evidence we will keep asking for it, and the claim stays open but on hold. We may also ask you to send the item back for inspection. If you do, we cover the cost when the fault is confirmed.
4.4 What is not a fault
- Personal preference about firmness, height, feel or size, or needing a few nights to get used to a new pillow.
- A slight smell from new materials when the package is first opened. It goes away after airing the pillow for 24 to 72 hours.
- The pillow needing up to 48 hours after unpacking to recover its full shape.
- Small differences in colour, or in size of up to 2 cm, compared with the photos on the website.
- Normal wear and tear, accidents, damage caused by pets, or not following the care instructions (for example hot washing, tumble drying or bleach).
4.5 How we fix it
If the claim is accepted, you can choose to have the product repaired or replaced, unless that is impossible or would cost disproportionately more than the alternative. If neither can be done within a reasonable time, you can have a price reduction or a refund. We may ask you to keep or dispose of the faulty item instead of sending it back.
If an item you sent us for inspection turns out to be in conformity, or the damage was caused by misuse, we will send it back to you and you pay the shipping.
5. Orders that have not arrived
Lost parcels, delays and parcels shown as delivered that you have not received are covered by our Shipping Policy.
6. Payment disputes
Please contact us before opening a dispute or chargeback with your bank or payment provider. Most problems are solved faster by email. If a dispute is opened, we will send the provider the order details, tracking and delivery records, and our correspondence with you. If a dispute is opened while a claim with us is still in progress, we will close that claim and let the dispute decide the outcome.
7. Abuse
We may refuse future orders from customers who repeatedly make claims that turn out to be unfounded, send back used goods, or use more than one identity or address to get around this policy.
8. Contact
Email contact@velkare.com. Seller details are in our Legal Notice.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Alex Guillamon, trading as Velkare, Joaquin Blume, 8, Fraga, Spain, contact@velkare.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 notified on paper):
Date:
(*) Delete as appropriate.