Terms and Conditions of Sale and Use

Considering that Velari Express sells products online and that the Customer is interested in purchasing products offered through its sales channels, the purpose of this agreement is to establish the general conditions for the use of the website and the purchase of products by the Customer.

I - Confidentiality

Velari Express is responsible for preserving the confidentiality of all personal data and information provided by the Customer during the purchase process. Our website is protected and regularly audited to ensure security against unauthorized access and cyber threats.

II - Customer Service (Support)

Customers have access to our Customer Support Service to resolve questions, handle requests, or file complaints related to their orders or any content available on our website. Support can be reached by email, phone, or WhatsApp, as indicated on our website.

III - Delivery Policy

• Delivery Timeframe: The estimated delivery time is provided during the purchase process and is calculated in business days. Deliveries are made Monday to Friday. In some cases, deliveries may occur on Saturdays, Sundays, or public holidays.

• Product Dimensions: It is the Customer’s responsibility to verify that the product dimensions are suitable upon delivery. Any issues must be reported immediately to Customer Support.

• Delivery Attempts: Up to three delivery attempts will be made at the specified address, on alternate days, with an interval of up to 48 hours between attempts. An adult (18+) authorized by the purchaser, carrying valid identification, must be present to receive and sign for the order. After three failed attempts, the order will be returned to our Distribution Center.

• Changes After Purchase: Once the order is completed, it is not possible to change the payment method, delivery address, or request expedited delivery.

• Tracking & Notifications: Delivery timeframes consider product stock, region, invoice processing, and preparation time. Customers will receive automatic updates via email or SMS at each stage of the delivery process.

• Shipping Costs: Free shipping is available for all eligible orders.

• Limitations for Carriers: Delivery personnel are not authorized to:

  • Enter the customer’s home

  • Install or service products

  • Open product packaging

  • Deliver to an address different from the one specified on the order

  • Deliver to minors or individuals without valid identification

• Customs & Taxes: Velari Express is not responsible for delays or retention of goods by customs authorities when such issues are related to pending matters of the Customer. Any required documentation, payments, or releases must be managed directly by the Customer with the relevant authority.

IV - Right of Withdrawal (Return Policy)

• Customers have the right to cancel their purchase and return the product within 7 calendar days from the date of receipt.

• The product must be returned in its original packaging, along with the invoice, user manual, and all included accessories.

• The Customer must request the return through Customer Support before sending back the product.

• Once the product arrives at our Distribution Center, it will be inspected to ensure compliance with the return conditions. If approved, a full refund will be issued.

• Refunds:

  • For credit card purchases: the card issuer will be notified, and the refund will appear in the following or subsequent billing statement, in a single installment, regardless of the number of installments selected at purchase. The timeframe for refund posting is subject to the card issuer’s policies.

  • For other payment methods: refunds will be issued using the same method originally selected at checkout.

📌 Contact Information
For any questions regarding these Terms and Conditions, please contact us at:
support@velariexpress.com