This page explains what to do if a product you bought from VeloursMobile is defective, damaged or not what you ordered. It summarises our refund policy, shipping policy and terms of service, which remain the reference documents.
Your rights
Our policies do not limit any rights you have under applicable consumer protection laws, including rights that may apply if goods are faulty, do not match their description, are not delivered within the required or agreed time, or otherwise do not comply with applicable law. For the conditions that apply to your order, see our refund policy and terms of service, or contact us.
Damaged, defective or wrong item on arrival
Please inspect your order as soon as you receive it. If an item is defective or damaged, or if you received the wrong item, contact us immediately at zeltyx.officiel@gmail.com.
If your parcel is lost, damaged or delayed in transit, contact us and we will help you resolve it with the carrier.
A product stops working after delivery
Contact us by email with the details listed below. We will review your request in line with our policies and your rights under applicable law.
What to include in your message
- Your order number (or proof of purchase)
- The product name and the option you ordered (colour, capacity or length)
- A short description of the problem
- Photos of the product, and of the packaging and shipping label if the item arrived damaged
- For a compatibility or charging issue: the device, charger and cable you are using
Before you send anything back
- Contact us first. Items sent back without a return request will not be accepted.
- If your return is approved, we will tell you how and where to send your package.
- For exchanges, contact us to find out about the options before returning your item.
- Approved refunds go to your original payment method, unless otherwise stated.
Contact
Email: zeltyx.officiel@gmail.com
Contact form: Contact page
More help: Support and FAQ