Terms and Conditions

General Terms and Conditions – Veloria Melbourne

Article 1 – Definitions

Withdrawal period: the period within which the consumer may exercise their right of withdrawal
Consumer: the natural person not acting in a professional or commercial capacity who enters into a distance contract with the entrepreneur
Day: calendar day
Fixed term contract: a distance contract for a series of products and/or services whose delivery obligation extends over a specific period
Durable data carrier: any medium that enables the storage of information for future reference and unchanged reproduction
Right of withdrawal: the option for the consumer to dissolve the distance contract within the cooling-off period
Entrepreneur: the natural or legal person offering products and/or services at a distance
Distance contract: a contract concluded within a distance selling system using exclusively distance communication
Means of distance communication: tools that may be used to conclude a contract without physical presence
General terms and conditions: these terms and conditions of the entrepreneur

Article 2 – Payment

Unless otherwise agreed, amounts owed by the consumer must be paid within 7 working days from the start of the withdrawal period. For service contracts, this period starts after confirmation of the agreement.
The consumer must immediately report inaccuracies in payment details to the entrepreneur.
In case of non-payment, the entrepreneur may charge reasonable costs communicated in advance.

Article 3 – Applicability

These terms apply to every offer and every distance contract between the entrepreneur and the consumer.
Before the contract is concluded, these terms will be made available. If not possible, the consumer will be informed where they can be accessed and that they will be sent free of charge upon request.
For electronic contracts, the terms can be provided electronically in a way that allows storage on a durable data carrier.
If specific product/service terms apply, they supplement these terms. In case of conflict, the consumer may rely on the most favourable provision.
If parts of these terms are invalid, the rest remains in force, and the invalid part will be replaced by a provision matching its intent.
Situations not covered will be interpreted according to the spirit of these terms.
Ambiguities must also be interpreted according to this spirit.

Article 4 – The Offer

If an offer is limited in duration or subject to conditions, this will be stated.
The offer is non-binding; the entrepreneur may modify it.
The offer includes a complete and accurate description of the product/service. Images represent the products truthfully. Obvious errors do not bind the entrepreneur.
All images, specifications, and data are indicative and cannot lead to compensation.
Colours shown may differ slightly from the actual product.
Each offer states the price (excluding customs/import duties), shipping costs, contract conclusion method, applicability of the right of withdrawal, payment/delivery/execution details, acceptance period, whether the contract is stored, correction options, languages available, codes of conduct, and contract duration if applicable.

Article 5 – The Contract

The contract is concluded once the consumer accepts the offer and meets the stated conditions.
If acceptance occurs electronically, the entrepreneur will confirm receipt. Until confirmation, the consumer may dissolve the contract.
The entrepreneur will secure data transfer and the website environment.
The entrepreneur may check the consumer’s ability to meet payment obligations. Based on findings, orders may be refused or accepted under special conditions.
The consumer will receive written or durable data carrier confirmation of: the complaint address, withdrawal information, warranty and after-sales service, Article 4 details (if not already provided), and termination conditions for long-term contracts.
Each agreement is subject to product availability.

Article 6 – Right of Withdrawal

For product purchases, the consumer may withdraw within 30 days without giving reasons. The period starts the day after receipt.
The consumer must handle the product carefully and only inspect it as necessary.
If withdrawing, the product must be returned with all accessories, in original condition and packaging.
The consumer must notify the entrepreneur in writing/email within 30 days. After notification, the consumer must return the product within 30 days and provide proof (e.g., shipping receipt).

Article 7 – Costs in Case of Withdrawal

Return shipping is paid by the consumer.
Refunds occur within 14 days of cancellation, provided the product is returned or proof of return is supplied.

Article 8 – Exclusion of Right of Withdrawal

Withdrawal may be excluded for customised products, personal items, non-returnable goods, items that deteriorate quickly, market-dependent priced items, newspapers/magazines, unsealed audio/video/software, and hygienic products with broken seals.
Exclusion also applies to accommodation, transport, catering, leisure services with fixed dates, services started with explicit consent, and betting/lotteries.

Article 9 – Price

Prices will not increase during the offer period except for VAT changes.
Variable prices may apply for market-dependent products.
Price increases within 3 months are only allowed if required by law.
Price increases after 3 months require agreement, and the consumer may terminate the contract from the effective date.

Article 10 – Conformity and Warranty

The entrepreneur guarantees conformity with the agreement, specifications, reasonable usability, and legal requirements.
Defects/wrong items must be reported within 14 days and returned in original condition.
Warranty equals the manufacturer’s warranty.
Warranty does not apply if the consumer alters or repairs products, exposes them to abnormal conditions, or if defects result from government material regulations.

Article 11 – Delivery and Execution

The entrepreneur will handle orders with care. Delivery occurs to the address given.
Orders will be executed as soon as possible and within 30 days unless agreed otherwise.
If delayed, the consumer will be informed and may dissolve the contract. Refund follows within 14 days.
If delivery is impossible, a substitute item may be provided with retention of withdrawal rights.
Risk of damage/loss remains with the entrepreneur until delivery.

Article 12 – Duration, Termination, and Renewal

Indefinite contracts may be terminated at any time with one month’s notice.
Fixed-term contracts for regular deliveries may be ended after the term with up to one month’s notice.
Contracts cannot be tacitly renewed except under conditions specified in the terms.

Article 13 – Entrepreneur Identity

Customer service email: info@veloria-melbourne.com

Article 14 – Complaints Procedure

Complaints must be described clearly and submitted within 7 days of discovery.
Complaints are answered within 14 days. If more time is needed, the consumer will be informed.
If unresolved, the dispute will proceed to dispute resolution.

Article 15 – Disputes

Dutch law applies exclusively, regardless of the consumer’s residence.

Article 16 – CESOP

Under regulations effective from 2024 regarding the Central Electronic Payment Information System (CESOP), payment service providers may record data in the European CESOP system.

Company Name: ISTRELLC COMMERCE LIMITED  
Registration: 78861509
Address: RM03, 24/F, HO KING COMM CTR, 
2-16 FAYUEN ST, MONG KOK 
HONG KONG