Refund policy

Returns & Withdrawal

1. Voluntary Return Policy (Switzerland & EU – Goodwill)
We grant a voluntary return policy of 14 days from receipt of the goods.

Conditions for returns

• The item must be returned unopened, unused, in its original packaging and with an undamaged seal.
  
• The original invoice or a copy of it must be enclosed with the return.
  
• Returns must be announced in advance by e-mail to: office@velisana.shop
• Returns without prior notification will not be accepted.

Partial returns, bundles, quantity discounts & free shipping
For bundles, value packs, quantity discounts or orders with free shipping, the granted benefit only applies if the respective conditions are still met after a return.

In the event of a partial return, we reserve the right to recalculate the refund amount accordingly. The retained items will be charged at the applicable individual price or at the tiered price still applicable after the return. Quantity discounts, bundle benefits or free shipping previously granted may be taken into account or deducted from the refund accordingly.

Example: If a 12-pack bundle is purchased and only part of the order is returned, the price for the retained cans will be calculated as if only those cans had been purchased. If the original order qualified for free shipping and this threshold is no longer met after the partial return, the standard shipping costs originally saved may be taken into account when calculating the refund.

Return address (EU):
SMS Fulfillment Solutions
Eichenstraße 1a
3385 Gerersdorf
Austria

Return address (CH):
Velisana GmbH
Felsenstrasse 98
9000 St. Gallen
Switzerland

Return shipping costs & restocking

• The buyer bears the return shipping costs.
  
• Unpaid shipments will not be accepted.

This voluntary return policy does not affect statutory withdrawal rights of consumers in the European Union.

2. Statutory Right of Withdrawal for Consumers in the European Union
Consumers residing in the European Union have the statutory right to withdraw from the contract within 14 days without giving any reason.

Withdrawal period
The withdrawal period is 14 days from the day on which the consumer or a third party designated by the consumer received the goods.

Exercising the right of withdrawal
The withdrawal may be declared informally, for example by e-mail, to: office@velisana.shop

Consequences of withdrawal
In the event of an effective withdrawal, we will refund:

• the value of the goods
• as well as the costs of standard shipping

The refund will be made without undue delay, and at the latest within 14 days after receipt of the return shipment, using the same means of payment as used for the original purchase.

The consumer bears the return shipping costs.

3. Exclusion of the right of withdrawal (EU & Switzerland)
The right of withdrawal does not apply to:

• sealed food supplements if the seal has been removed after delivery (hygiene/health products)
• personalised special items or sample packs

4. Damage & incorrect deliveries
Please check your order upon receipt.
If an item is defective, damaged or incorrectly delivered, please contact us without delay so that we can arrange a solution or replacement.

Statutory warranty rights remain fully unaffected.

5. Exchange
A direct exchange is not provided.
The fastest way to receive another item is to return the item in accordance with the conditions stated above and place a new order.

6. Contact
E-mail: office@velisana.shop
Please include your order number with every inquiry.