Terms of service

Last updated: 3 October 2026

1. Who we are

This website is run by Alex Guillamon, trading as Velkare, with tax ID (NIF) 49384247G and address Joaquin Blume, 8, Fraga, Spain ("Velkare", "we", "us"). Email: contact@velkare.com. These terms govern use of the website and every purchase made on it. By placing an order you accept them, together with our Shipping Policy, Refund Policy and Privacy Policy.

2. Who can buy

You must be at least 18 years old and able to enter into a binding contract. Our products are sold to consumers for personal use, not for resale.

3. Products

We describe and photograph our products as accurately as we can. Colours depend on your screen, and measurements can vary by up to 2 cm. Some images are illustrations.

Velkare products are not medical devices. They are not intended to diagnose, treat, cure or prevent any disease or medical condition. Comfort and results vary from person to person. If you have neck, back or sleep problems, consult a healthcare professional. Customer reviews reflect personal experiences and are not a promise of results.

Follow the care instructions supplied with the product.

4. Prices and payment

  • Prices are shown in US dollars (USD). If your card is in another currency, your bank sets the exchange rate and any fees.
  • The total, including any taxes collected at checkout, is shown before you pay. Shipping is free. Import duties that are not collected at checkout are explained in our Shipping Policy.
  • Payment is taken when you place your order. Payments are handled by our payment providers; we never see or store your full card details.
  • Multi-pack discounts are applied automatically, apply once per order and cannot be combined with other offers unless we say so.

5. Orders

When you place an order you receive an email confirming that we have received it. The contract is formed when we accept your order. We do that when we ship it and send you the tracking.

We may refuse or cancel an order, and refund you in full, if:

  • the product is out of stock;
  • there is an obvious error in the price or description;
  • the payment is flagged as fraudulent or unauthorised;
  • we cannot deliver to the address given;
  • the order breaks these terms, for example buying for resale or a history of abusive claims.

6. Shipping, withdrawal and returns

Delivery is covered by our Shipping Policy. Your 14-day right of withdrawal, how to return goods and the legal guarantee are covered by our Refund Policy. Risk in the goods passes to you when you, or someone you name, take physical possession of them.

7. Payment disputes

If you have a problem with an order, please contact us first at contact@velkare.com. If a payment dispute or chargeback is opened, we will provide the payment provider with the order details, tracking and delivery records, and our correspondence with you.

8. Use of the website

You may not use this website for any unlawful purpose, attempt to interfere with its operation or security, or copy, scrape or reuse its content without our written permission. All texts, images, logos, designs and the Velkare name belong to us or are used under licence.

If you send us a review, photo or other content, you grant us a free, worldwide, non-exclusive licence to publish it on our website and marketing channels. You confirm that it is yours and truthful.

9. Liability

We are not responsible for losses that were not foreseeable, losses caused by events beyond our reasonable control, or business losses. We are not responsible for damage caused by misuse of the product or failure to follow its instructions. Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law. It does not affect your statutory rights as a consumer.

10. Events beyond our control

We are not responsible for delays or failures caused by events beyond our reasonable control. Examples are strikes, carrier or customs disruptions, natural disasters, pandemics or government actions. If such an event delays your order significantly, we will tell you, and you may cancel for a full refund.

11. Changes to these terms

We may update these terms. The version that applies to your order is the one published on the date you placed it.

12. Law and disputes

These terms are governed by Spanish law. If you are a consumer, you also keep the protection of the mandatory laws of the country where you live, and you may bring a claim in the courts of your place of residence. We are not members of any consumer arbitration scheme. We will always try to resolve complaints directly by email first. Complaint forms are available on request.

13. Language

Contracts are concluded in English.