CASUAL JEANS · EUR
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Velunora · Policy center

Privacy Policy

This Privacy Policy explains how Velunora (“Velunora,” “we,” “us,” or “our”) collects, uses, discloses, retains, and otherwise processes personal information when you visit https://velunora.online, communicate with us, create an account, place or attempt to place an order, subscribe to marketing, participate in a promotion, submit a review, or otherwise interact with our online store and related services (collectively, the “Services”).

Velunora Carrer Molins, 1 B Sencelles Illes Balears Spain +34 615961553 support@velunora.online

For purposes of the EU General Data Protection Regulation (GDPR), Spain’s Organic Law 3/2018 on Personal Data Protection and guarantee of digital rights (LOPDGDD), and other applicable privacy law, Velunora is generally the controller of personal information collected through the Services. Shopify provides the ecommerce platform that hosts the store and processes information on our behalf and, for certain features, may process information for its own purposes as explained in Shopify’s Consumer Privacy Policy. Other service providers may have their own privacy notices.

1. Scope and your responsibilities

This Policy applies to personal information handled through the Services. It does not govern a third party’s website, application, social-media page, payment service, delivery service, or other service that we do not control, even if that service is linked from our website. Review the privacy notice of each third party before providing information.

By using the Services, you acknowledge that you have read this Policy. If you provide another person’s information—for example, when sending a gift—you represent that you are authorized to provide it and that the person has received any notice required by law.

2. Personal information we collect

The information collected depends on how you use the Services, your location, your device, the settings you choose, and the features or apps enabled on our Shopify store. We may collect the following categories:

  • Identity and contact information: name, email address, telephone number, billing address, shipping address, country or region, language, and account identifiers.
  • Order and transaction information: products viewed or purchased, size and color selections, cart contents, order number, price, discounts, currency, taxes, shipping method, order status, return or exchange information, refund records, and customer-support history.
  • Payment-related information: payment method type, billing details, payment authorization status, and limited payment tokens or card details made available by the payment processor. Full card numbers are ordinarily entered directly into the secure checkout and are not stored by Velunora.
  • Account and preference information: password-protected account data, wish-list or saved-item information where available, marketing preferences, consent records, preferred sizes, saved addresses, and communication settings.
  • Communications and user content: messages, contact-form submissions, product reviews, survey responses, photographs or other material you send, and records of conversations with customer support.
  • Device and network information: IP address, browser type, operating system, device type, device identifiers, language, approximate location derived from IP, referral URL, and network or connection information.
  • Usage and interaction information: pages viewed, searches, clicks, session timestamps, products viewed, cart activity, checkout activity, email interactions, and information collected through cookies, pixels, tags, software development kits, local storage, and similar technologies.
  • Fraud, security, and compliance information: signals used to detect suspicious transactions, authentication data, chargeback records, sanctions or restricted-party screening results where required, and information necessary to protect customers, the store, and the Shopify platform.
  • Inferences: preferences or likely interests inferred from purchases, browsing activity, or interactions, where permitted by applicable law.

We ask that you do not send sensitive personal information—such as government identification numbers, medical information, or full payment-card details—through ordinary email or a contact form unless we specifically request it through a secure method and it is necessary for a lawful purpose.

3. Sources of personal information

We collect information: (a) directly from you; (b) automatically from your browser or device; (c) from Shopify and the applications connected to our store; (d) from payment processors, fraud-prevention providers, shipping carriers, fulfillment providers, analytics providers, advertising or social-media partners, and customer-support tools; and (e) from publicly available sources or business partners where permitted by law.

4. How we use personal information

We may use personal information to:

  • provide the website, maintain your account, preserve your cart, and display products, prices, currency, and availability;
  • process and fulfill orders, authorize payments, arrange delivery, provide tracking, issue invoices, manage returns and exchanges, and provide refunds;
  • respond to inquiries, verify order details, resolve complaints, and provide customer service;
  • send transactional communications about orders, payments, delivery, returns, policy changes, security, and service administration;
  • send marketing messages when permitted, personalize offers, measure campaign performance, and manage your subscription choices;
  • understand how customers use the Services, improve navigation and merchandising, test features, troubleshoot errors, and develop products and services;
  • prevent fraud, abuse, unauthorized access, chargebacks, and other harmful or unlawful activity;
  • comply with tax, accounting, consumer-protection, product-safety, sanctions, privacy, and other legal obligations; respond to lawful requests; and establish, exercise, or defend legal claims;
  • complete a merger, acquisition, financing, reorganization, sale of assets, insolvency process, or other business transaction, subject to applicable safeguards; and
  • carry out another purpose disclosed when information is collected or with your consent.

Where a law such as the GDPR or UK GDPR requires a legal basis, we rely on one or more of the following: performance of a contract or steps requested before entering a contract; compliance with a legal obligation; our legitimate interests or those of a third party, balanced against your rights; consent, which you may withdraw at any time without affecting prior lawful processing; and, in limited circumstances, protection of vital interests or establishment, exercise, or defense of legal claims.

Our legitimate interests may include operating and securing the store, preventing fraud, understanding and improving the Services, communicating with customers, and marketing similar products where law permits. You may have a right to object to processing based on legitimate interests.

6. Cookies and similar technologies

We and our providers may use technologies that are strictly necessary for checkout, account access, security, load balancing, language and currency preferences, and cart functionality. Subject to your location and consent choices, we may also use analytics, personalization, advertising, and social-media technologies.

In Spain, technologies that are not strictly necessary are not placed or read before any consent required by law has been obtained. The cookie interface must present acceptance and refusal at the same level and with comparable visibility, explain the purposes of the relevant categories, and allow consent to be withdrawn at any time as easily as it was given. Refusing non-essential technologies does not prevent access to the core store, although optional personalization or embedded features may be unavailable.

You can manage choices through the cookie banner or privacy controls displayed on the store and through your browser settings. Blocking necessary technologies can prevent the cart, checkout, or account features from working. Browser controls might not remove local storage or all similar technologies. Where available, we use Shopify’s customer privacy tools to record and apply consent choices.

7. How we disclose personal information

We may disclose personal information only as reasonably necessary to the following categories of recipients:

  • Shopify and ecommerce providers that host the store, provide checkout, analytics, security, customer privacy features, and platform functionality.
  • Payment providers and financial institutions that authorize, settle, reverse, or investigate transactions.
  • Fulfillment, warehouse, postal, courier, customs, and logistics providers that prepare and deliver orders or process returns.
  • Technology and professional providers supporting email, customer service, hosting, data storage, cybersecurity, fraud prevention, accounting, tax, auditing, insurance, and legal services.
  • Analytics, advertising, and social-media partners where permitted by law and consistent with your consent or opt-out choices.
  • Authorities and other parties when disclosure is required by law, necessary to protect rights and safety, or appropriate to prevent fraud or enforce agreements.
  • Transaction counterparties in connection with an actual or proposed corporate transaction.

We do not disclose personal information merely for a recipient’s unrelated use without a lawful basis. Some privacy laws use broad definitions of “sale,” “sharing,” or “targeted advertising” that can include certain advertising technology disclosures even when no money is exchanged. Where such laws apply, you may opt out through the store’s privacy controls or by contacting us.

8. Marketing communications

We send promotional email or other electronic marketing only where permitted. You may unsubscribe using the link in a message or by contacting us. Unsubscribing from marketing does not stop necessary transactional or service communications. If you ask us to stop marketing, we may retain a minimal suppression record so we can honor the request.

9. Data retention

We retain personal information only as long as reasonably necessary for the purposes described in this Policy, including to complete transactions, provide support, maintain business and tax records, enforce agreements, resolve disputes, prevent fraud, and satisfy legal requirements. Retention periods vary by data type, transaction status, location, legal limitation period, and operational need. When information is no longer required, we take reasonable steps to delete, anonymize, or securely isolate it, subject to technical backup cycles and lawful recordkeeping obligations.

10. International transfers

Because Shopify, service providers, carriers, and customers may operate in different countries, personal information can be processed outside your country of residence. Those countries may have different data-protection laws. Where required, we use legally recognized transfer safeguards, such as adequacy decisions, contractual clauses, or another authorized mechanism. Information about Shopify’s processing and international-transfer arrangements is available through Shopify’s privacy documentation.

11. Security

We use reasonable administrative, technical, and organizational safeguards designed to protect personal information, including access controls, secure Shopify checkout, provider due diligence, and fraud monitoring where appropriate. No transmission or storage system is completely secure. Do not send passwords or full payment-card details through ordinary email. You are responsible for keeping account credentials confidential and for notifying us promptly of suspected unauthorized activity.

12. Your privacy rights

Subject to the GDPR, Spain’s Organic Law 3/2018, and legal exceptions, you may request access to personal data, rectification, erasure, portability, restriction, or information about processing; object to processing based on legitimate interests or to direct marketing; and withdraw consent at any time. Withdrawal does not affect processing that was lawful before withdrawal.

To submit a request, use the Contact Us page. Describe the right you wish to exercise and the email address associated with the order or account. We may verify identity by requesting information reasonably related to prior interactions, but will not request excessive identity documents. An authorized representative may be required to provide proof of authority.

We will respond within the period required by applicable law. If we deny or limit a request, we will explain the basis where required and provide appeal information when applicable. You may also have rights directly with Shopify and can review Shopify’s consumer privacy resources.

13. Children’s privacy

The Services are intended for a general audience and are not directed to children below the age at which they may legally consent to online data processing in their location. We do not knowingly collect personal information from children in violation of applicable law. A parent or guardian who believes a child has provided information should contact us so we can investigate and take appropriate action.

14. Third-party links and embedded services

The Services may contain links, embedded content, app blocks, payment options, or social features operated by third parties. Their processing is governed by their own terms and privacy notices. We are not responsible for third-party privacy or security practices. Exercise care when leaving our store or interacting with embedded services.

15. Changes to this Privacy Policy

We may update this Policy to reflect changes in technology, providers, legal requirements, or business practices. The “Last updated” date identifies the latest revision. If a change materially affects your rights, we will provide additional notice when required, which may include a website notice or direct communication. The current version applies from the stated effective date.

16. Contact and complaints

Direct privacy questions or requests to Velunora through the Contact Us page and identify the message as a privacy request. If you believe your request has not been handled in accordance with the law, you may lodge a complaint with Spain’s supervisory authority, the Agencia Española de Protección de Datos (AEPD), through aepd.es, or with the competent authority in your place of habitual residence, work, or the alleged infringement.

Velunora · Policy center

Shipping Policy

This Shipping Policy explains how Velunora prepares, dispatches, tracks, and delivers orders. It forms part of our Terms & Conditions and applies to purchases made through https://velunora.online. All delivery estimates are stated in business days and exclude Saturdays, Sundays, and public holidays unless the checkout expressly states otherwise.

Velunora Carrer Molins, 1 B Sencelles Illes Balears Spain +34 615961553 support@velunora.online

1. Where we deliver

Available destinations and delivery services are shown at checkout after a complete address is entered. We may limit delivery to certain countries, regions, postal codes, islands, military addresses, hotels, parcel-forwarding services, or post-office boxes where a carrier cannot provide reliable service. The absence of a destination at checkout means that we do not currently offer delivery there.

The customer must provide a complete, accurate, and accessible delivery address, including apartment, building, floor, access code, recipient name, postal code, telephone number, and any carrier instructions reasonably required. We use the address confirmed in the order confirmation. Please contact us promptly if a correction is needed; an address cannot always be changed after fulfillment begins.

2. Order verification and processing

The delivery date or period applicable to an order is the information displayed before checkout and confirmed with the order. Processing may include payment authorization, fraud and address checks, stock allocation, quality control, packing, and customs documentation.

Processing can take longer during launches, promotions, holiday periods, severe weather, inventory checks, or where an order contains a pre-order, made-to-order, personalized, high-risk, or temporarily unavailable item. If a material delay or stock problem affects the order, we will contact you using the details supplied at checkout and explain the available solution.

3. Delivery charges and selection

The delivery methods, estimated dates, and charges available for the order are displayed before payment. Charges may depend on destination, parcel weight, dimensions, value, service level, carrier, promotional threshold, and whether the order must be split. The amount accepted at checkout is the applicable delivery charge unless the address or order is later changed at the customer's request.

A free-delivery offer applies only when its displayed conditions are satisfied after discounts and before any excluded charges. If a partial return reduces the retained order below a promotional threshold, we do not retroactively add a delivery fee unless that consequence was clearly disclosed before purchase and is permitted by law.

4. Estimated delivery times

The checkout and order confirmation provide the applicable delivery information. We remain responsible for complying with mandatory Spanish and EU consumer delivery rules. Where no delivery date or period has been agreed, goods purchased by a consumer will be delivered without undue delay and no later than 30 days after conclusion of the contract, unless a different period was expressly agreed.

5. Dispatch, tracking, and split shipments

When a parcel leaves the fulfillment location, we normally send a dispatch message containing the carrier and tracking information. Tracking can take 24-72 hours to show the first scan. A tracking status generated before carrier collection does not by itself mean the carrier has received the parcel.

We may divide an order into multiple parcels for operational reasons. Separate parcels can arrive on different days and have separate tracking numbers. Unless shown otherwise at checkout, the customer will not be charged an additional delivery fee solely because we divide the shipment.

6. Delivery and transfer of risk

For a consumer purchase, the risk of loss or damage generally transfers only when the customer, or a third party designated by the customer other than the carrier proposed by us, physically receives the goods. If the customer independently appoints a carrier that we did not offer, risk may transfer when the goods are handed to that carrier, to the extent permitted by law.

Carrier tracking marked "delivered" is relevant evidence but does not automatically remove statutory rights. If a parcel is marked delivered but cannot be found, check the property, reception, household members, neighbours, safe-place notice, and local collection point, then contact us promptly. We will review carrier records and, where appropriate, open an investigation. Please retain all correspondence and provide any declaration reasonably requested for a genuine carrier claim.

7. Failed delivery, refusal, and unclaimed parcels

If delivery fails because the address is incorrect or incomplete, access is impossible, import charges are not paid, the parcel is refused without a valid legal basis, or it is not collected before the carrier deadline, it may be returned to us. After receipt and inspection, we will contact the customer about redelivery or cancellation. We may deduct direct, reasonable return or redelivery costs from a non-statutory refund only where permitted by law and where the failure is attributable to the customer. This does not restrict rights relating to defective goods, our delivery failure, or the statutory right of withdrawal.

8. Delayed delivery and Spanish consumer rights

If we fail to deliver on the agreed date or within the agreed period, a consumer may require delivery within an additional reasonable period. If we still fail to deliver, the consumer may cancel the contract in accordance with Spain’s consolidated General Law for the Protection of Consumers and Users. Immediate cancellation may be available where we refuse to deliver or where the agreed delivery date was an essential condition of the purchase and this was made clear before ordering.

After a valid cancellation for non-delivery, we will reimburse sums paid within the mandatory legal period. These rights are in addition to any other remedy available under mandatory law. Contact us with the order number and the remedy requested so that we can investigate and respond.

9. Lost or damaged parcels

Report a parcel that is materially overdue, missing, opened, or visibly damaged as soon as reasonably possible. For damage, photograph the outer packaging, label, internal packing, and each affected item before disposal. Describe missing contents and retain the parcel while the claim is reviewed. These steps help us pursue the carrier; failure to complete a carrier form does not extinguish a non-waivable statutory guarantee.

Depending on the circumstances and stock, the available solution may be delivery of the missing item, replacement, repair, price reduction, or refund. We do not require a consumer to resolve our carrier claim before receiving a remedy that is already due under mandatory law.

10. International delivery, customs, and import charges

For delivery outside the customs territory from which an order is shipped, customs authorities may assess import VAT, duties, brokerage, handling, or local taxes. The checkout will indicate where such amounts are collected in advance. If they are not collected, the recipient may be required to pay them to the carrier or authority. We do not control local assessments and cannot undervalue goods, misdescribe contents, or mark a commercial purchase as a gift.

Customs clearance may require identification or additional information from the recipient and can extend the delivery time. Any statement about customs is general information, not tax advice. Consumers retain any mandatory price-transparency and cancellation rights that apply to their purchase.

11. Changes and cancellation before dispatch

Contact us promptly if an order detail needs to be changed or if cancellation is requested. A change or cancellation is not confirmed until we accept it in writing. Fulfillment can begin immediately, and we may be unable to intercept an order. If dispatch cannot be stopped, the customer may use the return process and, where applicable, the Spanish/EU statutory right of withdrawal.

12. Contact about delivery

Use our Contact Us page and include the order number, recipient name, delivery address, tracking number, a concise description, and supporting photographs where relevant. Never publish an order number or address in a public social-media comment.

Velunora · Company

About Us

Velunora is an online store focused exclusively on casual jeans. The catalogue is designed to present each supplied product, photograph, price and available option clearly.

Velunora Carrer Molins, 1 B Sencelles Illes Balears Spain +34 615961553 support@velunora.online

Our catalogue

The store offers the casual jeans shown in the current product catalogue. Product availability, styles, quantities, descriptions and prices are those displayed on the relevant product page at the time of ordering.

How product information is presented

Front, back and lifestyle photographs belonging to the same product remain grouped within that product gallery. Available options are presented through the Shopify variant selector so customers can choose one valid combination at a time.

Product descriptions

We aim to reproduce supplied descriptions and images accurately. Screen settings, lighting and photography can affect how colours appear. Customers should review the complete product page and selected option before placing an order.

Customer care

Questions about products, ordering, payment, shipping, withdrawal, returns, refunds, privacy or website access can be submitted through the Contact Us form. If customer-facing business contact details have been added in the theme settings, they are displayed in the footer and policy centre.

Store policies

The Privacy Policy, Shipping Policy, Contact Us page, Payment Policy, Terms & Conditions and Return & Refund Policy form part of the store information. They should be read together before purchase.

Velunora · Customer care

Contact Us

Use this page to contact Velunora about products, orders, delivery, returns, payments, privacy, or the website. To protect your information, never send a complete payment-card number, card security code, account password, or unnecessary identity document.

Velunora Carrer Molins, 1 B Sencelles Illes Balears Spain +34 615961553 support@velunora.online

Before sending a request

Providing the relevant facts in the first message helps us identify the order and respond accurately. Where applicable, include:

  • the order number and the name used at checkout;
  • the email address associated with the order;
  • the product name, variant, size, colour, and quantity concerned;
  • the tracking number for a delivery request;
  • a clear explanation of the issue and the outcome requested; and
  • photographs of the parcel, shipping label, packing, and item for damage, defect, or incorrect-product reports.

Contact form

Order changes and cancellation

Send the request as soon as possible. Fulfillment can begin before a message is reviewed, so a requested change or cancellation is not effective until Velunora confirms it. If dispatch cannot be stopped, any applicable statutory withdrawal or return process remains available.

Returns and withdrawal notices

A consumer may use the form above to send an unambiguous notice of withdrawal. State the order number, the relevant products, the date received, and that you are exercising the right of withdrawal. A reason is not required. Do not send a parcel to an address found on an unrelated website or shipping label; follow the return instructions supplied for the order. Full rules appear in the Return & Refund Policy.

Defects, non-conformity, and incorrect items

Describe the issue and provide useful photographs where possible. The statutory legal guarantee of conformity is separate from the right of withdrawal: a customer reporting non-conforming goods is not required to characterise the request as a discretionary return. Do not continue using an item if doing so could worsen damage or create a safety concern.

Privacy requests

Select "Privacy request" and identify the right you wish to exercise. We may request proportionate information to verify that the request relates to you. Do not attach identity documents unless specifically and lawfully requested through an appropriate method. More information is in the Privacy Policy.

Consumer complaints

For a complaint, explain the facts, the steps already taken, and the proposed solution. Keep copies of messages and supporting documents. If a Spanish consumer dispute cannot be resolved directly after a written complaint, the consumer may use an applicable alternative dispute-resolution body or a competent court, as described in the Terms & Conditions.

Velunora · Policy center

Payment Policy

This Payment Policy describes how payments are displayed, authorized, collected, reviewed, and refunded when you purchase from Velunora. It should be read with our Terms & Conditions, Shipping Policy, and Return & Refund Policy.

Velunora Carrer Molins, 1 B Sencelles Illes Balears Spain +34 615961553 support@velunora.online

1. Currency and price display

The store's selling currency is euro (EUR). Prices displayed on product pages, in the cart, at checkout, and in the order confirmation are expressed in EUR unless the checkout clearly states otherwise. If a bank, card issuer, wallet, or payment provider converts EUR into another account currency, that provider determines its exchange rate and any conversion or foreign-transaction fee. Those third-party charges are not retained by Velunora.

Prices offered to consumers in Spain include value-added tax (VAT) where applicable. Delivery charges and any other unavoidable order charges are disclosed before the customer submits payment. For cross-border orders, import VAT or duties may be collected at checkout or by local authorities as described in the Shipping Policy.

2. Accepted payment methods

The payment methods actually available are the methods displayed in the secure Shopify checkout for the customer's location, device, and order. They may include eligible credit or debit cards, accelerated checkout, digital wallets, or local payment methods. Display of a logo does not guarantee eligibility; the payment provider may apply country, currency, value, device, account, or risk restrictions.

We do not accept cash, cheques, bank details sent by email, or card numbers supplied through a contact form. Do not email full card information to us.

3. Authorization and contract formation

Submitting an order authorizes the selected payment provider to verify the payment method and to reserve or debit the amount shown at checkout. A bank may show a pending authorization before final capture. The timing of capture depends on the payment method, risk review, and fulfillment process.

An automated acknowledgement confirms that we received the order; it does not necessarily mean that payment was finally accepted or that a sales contract has been accepted by us. Contract formation is governed by the Terms & Conditions. If an order cannot be accepted, any captured amount will be reversed or refunded and an authorization hold will normally expire according to the issuing bank's timetable.

4. Payment security

Checkout is provided through Shopify and connected payment providers. Payment-card information is transmitted to the payment environment using security controls operated by those providers. Velunora ordinarily does not receive or store the complete card number or card security code. Shopify states that its platform is certified to PCI DSS Level 1; PCI controls support payment security but do not eliminate all risk.

Depending on the card and transaction, the issuing bank may require Strong Customer Authentication, including 3-D Secure verification. Authentication can involve a banking application, password, biometric check, or one-time code. We cannot override an issuer's authentication decision.

5. Failed, declined, or interrupted payments

A payment can fail because of incorrect details, expired credentials, insufficient funds, an issuer restriction, failed authentication, network interruption, duplicate-attempt controls, a billing-address mismatch, or fraud screening. We may ask the customer to try again through checkout or use another displayed method. We will never ask for a full card number by ordinary email.

If the checkout reports failure but the bank shows a pending amount, the entry may be a temporary authorization rather than a completed charge. The issuer controls the release timetable. Contact the issuer first, then contact us with the order number, date, amount, and last four digits only; do not send complete payment credentials.

6. Fraud prevention and verification

We and our providers may screen transactions to protect customers and the store against fraud, misuse, sanctions violations, and unauthorized payment. We may request reasonable verification, place an order on hold, limit quantities, or cancel an order where there is a lawful and objectively justified security concern. Verification information is processed under the Privacy Policy.

We do not make a final adverse decision solely because a billing and delivery address differ. Any review will consider the transaction circumstances. If we cancel after capture, we will initiate a refund to the original payment method.

7. Billing information and invoices

The customer must provide accurate billing information and must be authorized to use the selected payment method. The invoice and order documents use the information confirmed at checkout. Request any correction as soon as possible. We may be legally unable to alter certain invoice information after issuance.

8. Discounts, gift cards, and promotions

A discount code or promotional benefit is valid only under its published conditions, validity period, eligible products, customer or territory restrictions, minimum spend, and usage limit. Unless stated otherwise, offers cannot be combined, exchanged for cash, or applied retrospectively. A refund will not exceed the amount actually paid for the returned item. If gift cards are offered, their specific terms and mandatory Spanish rules also apply.

9. Refunds, reversals, and timing

Approved refunds are issued to the original payment method unless another lawful method is agreed. The mandatory refund deadlines apply, including the Spanish/EU withdrawal rules described in the Return & Refund Policy. After we submit a refund, the bank or payment provider controls when the credit appears.

If the original payment method is closed, expired, or replaced, the issuer commonly routes the refund to the underlying account. Contact the issuer for assistance. We may use an alternative lawful method only where necessary and after appropriate verification; we do not redirect a card refund to an unrelated person.

10. Chargebacks and payment disputes

Please contact us first if an order, payment, refund, or delivery is unclear so we can investigate promptly. This does not remove a legal right to dispute an unauthorized or incorrectly processed payment with the issuer. Knowingly filing a false claim may be unlawful. If a dispute is opened, we may provide the payment provider with relevant order, delivery, communication, and refund records as described in the Privacy Policy.

11. Contact

For a payment question, use our Contact Us page with the order number, transaction date, amount in EUR, and a description. For security, provide only the last four digits of a card and never its full number or security code.

Velunora · Policy center

Terms & Conditions

These Terms & Conditions govern access to https://velunora.online and orders placed with Velunora. They are written for online sales to consumers and are intended to operate consistently with mandatory Spanish and EU consumer law. By submitting an order, the customer confirms that the order information and these Terms were available before purchase.

Velunora Carrer Molins, 1 B Sencelles Illes Balears Spain +34 615961553 support@velunora.online

1. Scope and definitions

"Customer" means the person using the website or placing an order. "Consumer" means an individual acting for purposes outside a trade, business, craft, or profession. "Product" means an item offered on the website. "Order" means the customer's offer to purchase the selected products. The Privacy, Shipping, Payment, and Return & Refund Policies form part of the contractual information.

2. Website use

The customer may use the website for lawful personal shopping and information. The customer must not interfere with security, introduce malicious code, scrape the store in a manner that disrupts service, attempt unauthorized access, impersonate another person, use payment credentials without authority, or use content in violation of intellectual-property rights. We may take proportionate measures to protect the store, customers, and service providers.

3. Product information

Each product page identifies the information available for that product, which may include photographs, description, variant, size, colour, price, availability, and care details. The customer should review that page before ordering. Colours can appear differently across screens and lighting. Only characteristics expressly stated for a product are promised; no unstated claim concerning composition, origin, certification, performance, or manufacturing method should be inferred.

An obvious typographical or technical error does not bind either party where the customer knew or could reasonably have recognised the error. If an error affects an order, we will provide corrected information and, where appropriate, allow the customer to confirm or cancel without charge.

4. Availability

Products are offered subject to availability. Placement in a cart does not reserve stock. If a product becomes unavailable after order submission, we will inform the customer and will not substitute a materially different product without consent. Any amount collected for an unavailable cancelled item will be reimbursed.

5. Prices, VAT, and currency

Prices are displayed and charged in euro (EUR). Consumer prices include VAT where applicable. Delivery charges, discounts, taxes, and the total payable are presented before the order is submitted. A third-party bank or wallet may apply its own currency-conversion fee if the customer's account is not denominated in EUR.

6. Ordering process

The customer selects products and variants, reviews the cart, provides delivery and billing information, selects an available delivery and payment method, reviews the total, accepts the applicable terms, and uses the final order button to submit the purchase. The customer can identify and correct input errors before submission by returning to the relevant checkout step.

After submission, an electronic acknowledgement is sent to the contact details provided. The acknowledgement records receipt and does not prevent cancellation where payment fails, stock is unavailable, information is materially incomplete, the transaction presents a substantiated fraud or legal-compliance concern, or an obvious error affected the offer.

7. Contract formation and records

The sales contract is formed when the order is accepted through confirmation or fulfillment, subject to any mandatory rule that provides otherwise. The contract consists of the accepted order, these Terms, the product information, and the policies made available before purchase. Electronic records held in reliable systems may be used as evidence in accordance with applicable law. Customers should retain the order confirmation and policies for their records.

8. Payment

The customer must be authorized to use the payment method and provide accurate billing information. Payment is processed through the secure methods displayed at checkout. Authorization, authentication, failed payments, fraud checks, chargebacks, and refunds are explained in the Payment Policy.

9. Delivery

The destination, delivery method, charge, and delivery information applicable to the order are presented before payment. The customer must provide a complete and accurate address. Rules concerning dispatch, tracking, failed delivery, risk, loss, damage, customs, and remedies for delay are in the Shipping Policy.

10. Transfer of ownership and risk

Ownership may remain with Velunora until full payment is received, to the extent permitted by law. For a consumer, risk of loss or damage normally transfers when the consumer or a designated third party other than the carrier proposed by us takes physical possession. A different rule may apply where the consumer independently appoints a carrier not proposed by us.

11. Statutory right of withdrawal

Subject to statutory exceptions, a consumer purchasing at distance has 14 calendar days from receipt of the goods to notify us of the decision to withdraw, without giving a reason. For multiple goods delivered separately under one order, the period generally runs from receipt of the last good. The consumer then has 14 days after sending the notice to return the goods. Detailed instructions, lawful exceptions, return costs, handling, and reimbursement are in the Return & Refund Policy.

12. Legal guarantee of conformity

Consumers benefit from the Spanish legal guarantee of conformity. For new consumer goods, the seller is generally liable for a lack of conformity that becomes apparent within three years from delivery. Where the legal conditions are met, the consumer may request repair or replacement without charge, subject to proportionality. If conformity cannot lawfully be achieved, is refused, is late, causes major inconvenience, or the defect is sufficiently serious, the consumer may be entitled to a price reduction or termination and refund.

This guarantee applies independently of any commercial return policy or manufacturer's warranty. Discounted products receive the same statutory protection. Proof, presumptions, remedies, and time limits are governed by Spain’s consolidated General Law for the Protection of Consumers and Users.

13. Hidden-defect guarantee

Additional remedies under the Spanish Civil Code may apply where a defect existing at sale makes a product unfit for its intended use or materially reduces that use. The remedies and applicable notice or limitation periods depend on the legal basis and circumstances of the claim.

14. Returns and refunds

Returns are assessed under the legal basis invoked: statutory withdrawal, legal guarantee, incorrect delivery, damage, or another agreed basis. These categories have different conditions and costs. A discretionary restriction cannot remove a mandatory remedy. Refund method and timing are described in the Return & Refund and Payment Policies.

15. Customer responsibilities

The customer must provide accurate information, select the intended variant, follow reasonable product care and safety instructions, inspect delivery within a reasonable time, and notify us with enough information to investigate. These responsibilities do not shift to the consumer the seller's obligations for conformity, delivery, or hidden defects.

16. Liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability for fraud, wilful misconduct, death or personal injury caused by negligence where applicable, mandatory product liability, or mandatory consumer guarantees. Subject to that rule, liability is assessed under applicable Spanish law and the facts of the claim. A consumer is not deprived of compensation legally due for a foreseeable and proven loss caused by breach.

We are not responsible for a third-party service or external website that we do not control, but this does not remove responsibility that Spanish law places on us for the proper performance of the sales contract, including acts of providers used to perform it.

17. Force majeure

A party is not liable for a failure that qualifies as force majeure under applicable Spanish law. The affected obligation is suspended for the duration and scope of the qualifying event. The parties will be informed where appropriate. If performance becomes permanently impossible or a statutory cancellation right arises, the contract and reimbursement will be handled under applicable law.

18. Intellectual property

The website structure, branding, text, graphics, photographs, and other protected materials are owned by or licensed to their respective rights holders. Customers receive no transfer of rights other than the limited right to view and use the store for personal purposes. Product names or third-party marks remain the property of their owners.

19. Personal data

Personal information is processed as explained in the Privacy Policy. Non-essential cookies are subject to applicable consent requirements. Transaction records may be retained for legal, tax, accounting, fraud-prevention, and claim-management purposes.

20. Complaints and consumer mediation

A customer should first send a written complaint through the Contact Us page, explaining the order, issue, and requested solution. If a Spanish consumer dispute is not resolved after a prior written complaint, the consumer may use an applicable alternative dispute-resolution body or bring the matter before a competent court, subject to applicable conditions and time limits.

21. Governing law and jurisdiction

These Terms and sales contracts are governed by Spanish law. This choice does not deprive a consumer living in another country of mandatory protection provided by the law of the consumer's habitual residence. Any court proceedings are subject to the mandatory jurisdiction rules applicable to consumers. Before litigation, the parties are encouraged to seek a fair direct resolution and may use applicable alternative dispute resolution.

22. Severability, waiver, and changes

If a provision is found invalid or unenforceable, it will be limited or removed only to the necessary extent and the remaining provisions continue to apply. A delay in enforcing a right is not a waiver. The version accepted with an order governs that order; later changes do not retroactively alter an existing contract unless required by law or expressly agreed.

23. Contact

Questions, withdrawal notices, guarantee claims, and complaints can be submitted through the Contact Us page. Include the order number and the information necessary to understand the request.

Velunora · Policy center

Return & Refund Policy

This Return & Refund Policy explains the rights and procedures that apply to products purchased from Velunora. It distinguishes the Spanish/EU statutory right of withdrawal from remedies for non-conforming, defective, damaged, or incorrectly delivered goods. A condition applying to one route does not remove rights under another.

Velunora Carrer Molins, 1 B Sencelles Illes Balears Spain +34 615961553 support@velunora.online

1. The 14-day statutory right of withdrawal

Subject to the legal exceptions below, a consumer who buys at distance may withdraw from the contract without giving a reason. The withdrawal period expires 14 calendar days after the day on which the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the goods.

For several goods ordered together but delivered separately, the period generally runs from receipt of the last good. For a product consisting of multiple lots or pieces delivered separately, it generally runs from receipt of the last lot or piece. If the period ends on a Saturday, Sunday, public holiday, or non-working day under the applicable computation rules, it may be extended to the next working day.

2. How to exercise withdrawal

Before the 14-day period expires, send an unambiguous statement through the Contact Us page saying that you are withdrawing from the contract. Include the order number, the products concerned, the date received, your name, and the email used for the order. A reason is not required.

A withdrawal notice should state clearly that you are withdrawing from the sale contract and identify the relevant goods, order number, order date, receipt date, customer name, and date of notice. Submitting the notice electronically before the deadline is sufficient if you retain evidence of submission.

3. Returning goods after notice

After notifying us, return the goods without undue delay and no later than 14 calendar days after the withdrawal notice. The deadline is met if the parcel is handed to the carrier before the 14 days expire. Follow the return instructions supplied in response to the notice; do not send goods to an unrelated address or to an address found on the original parcel unless that address is expressly confirmed for returns.

Use suitable protective packaging and retain proof showing the date, destination, parcel weight, and tracking where available. The customer remains responsible for the goods until they are handed to the return carrier, subject to any mandatory rule and any return service arranged by us.

4. Direct return costs

For an ordinary change-of-mind withdrawal, the consumer bears only the direct cost of returning the goods where Spanish law permits and where that obligation was properly disclosed before purchase. No handling or restocking fee is charged for exercising the statutory right. We bear the appropriate return cost where goods are non-conforming, defective, damaged before risk transferred, or incorrectly supplied, subject to the circumstances and statutory rules.

5. Examination and diminished value

A consumer may handle and inspect a T-shirt only as necessary to establish its nature, characteristics and fit, comparable to an examination reasonably permitted in a physical shop. The consumer may be responsible for diminished value caused by handling beyond what was necessary. Carefully trying on a garment does not automatically eliminate the withdrawal right.

To avoid unnecessary loss of value, keep the product clean and free of odour, cosmetics, pet hair, washing, alteration, or wear beyond a careful fitting, and return supplied accessories and labels where reasonably possible. Missing packaging or a detached label is assessed according to actual diminished value and does not create an automatic blanket refusal where the statutory right applies.

6. Statutory exceptions to withdrawal

The right of withdrawal does not apply where a specific legal exception applies. Depending on what is sold, examples can include goods made to the consumer's specifications or clearly personalized, goods liable to deteriorate or expire rapidly, and sealed goods unsuitable for return for genuine health-protection or hygiene reasons once unsealed. An exception is interpreted narrowly and is applied only when its legal conditions are met and the customer was informed as required.

Selecting a standard size or colour from ordinary options does not by itself make a product personalized. A general statement that all sale, discounted, or promotional products are non-returnable does not remove the statutory withdrawal right or statutory guarantees.

7. Reimbursement following withdrawal

After a valid withdrawal, we reimburse all payments received for the withdrawn goods, including the original delivery cost up to the price of the least expensive standard delivery offered for the order. An additional amount paid because the consumer chose express or premium delivery is not required to be reimbursed beyond the standard-delivery amount.

Reimbursement is made without undue delay and no later than 14 calendar days after we are informed of the withdrawal. For sales of goods, we may withhold reimbursement until the goods are received or until the consumer supplies evidence of dispatch, whichever occurs first. Refunds use the same payment method as the original transaction unless the consumer expressly agrees otherwise and incurs no fee as a result.

8. Exchanges

An exchange is not guaranteed unless offered for the relevant product and stock is available. The statutory withdrawal right may be used to return an eligible product, while a replacement product can require a new order. Where an exchange is agreed, any price difference, delivery arrangement, and effect on the original refund will be explained before completion. Statutory replacement for non-conforming goods is addressed separately below.

9. Incorrect, damaged, or incomplete delivery

Contact us promptly through the Contact Us page. Identify the order, describe what was received, and provide photographs of the item, parcel, label, and packaging where useful. Keep the packaging while the issue is assessed. The absence of a photograph does not automatically defeat a valid statutory claim, although evidence can speed investigation.

Depending on the legal basis and circumstances, the solution may include delivery of a missing item, replacement, repair, price reduction, or refund. The customer is not required to pay the cost of correcting our non-conforming or incorrect performance.

10. Spanish legal guarantee of conformity

The seller is liable for lack of conformity under Spain’s consolidated General Law for the Protection of Consumers and Users. For new consumer goods, the seller is generally liable for a lack of conformity that becomes apparent within three years from delivery. A product can be non-conforming where it does not correspond to the description, type, quantity, quality, functionality, compatibility, or other characteristics agreed; is not fit for the purpose normally expected of similar goods; or lacks qualities presented in samples or advertising, subject to the statutory criteria.

For new goods, the consumer may act during the statutory two-year period from delivery. The legal presumptions concerning when the lack of conformity existed apply as provided by law. The consumer is entitled to have the goods brought into conformity by repair or replacement, choosing between them subject to the statutory impossibility and disproportionate-cost rules. Conformity must be provided free of charge, within the mandatory period, and without major inconvenience.

The consumer may be entitled to an appropriate price reduction or to terminate the contract and obtain a refund where repair or replacement is impossible, refused, not completed within the legal period, causes major inconvenience, the non-conformity persists, or the defect is sufficiently serious to justify an immediate remedy. Contract termination is unavailable for a minor lack of conformity where the law so provides, with the burden rules determined by law.

11. Other remedies under Spanish law

Independently of conformity rights, the seller is bound by the legal guarantee against hidden defects that make the product unfit for its intended use or reduce that use so substantially that the buyer would not have acquired it, or would have paid less, if aware of the defect. The defect must satisfy the statutory conditions, including having been hidden and existing at the relevant time.

Remedies for defects or non-conformity are determined by Spain’s consolidated General Law for the Protection of Consumers and Users, the Spanish Civil Code, and other mandatory rules applicable to the transaction. Depending on the circumstances, a consumer may be entitled to repair, replacement, a proportionate price reduction, termination, refund, or other relief. Applicable notice and limitation periods are preserved.

12. Commercial warranties and manufacturer warranties

If a product is accompanied by a separate commercial or manufacturer warranty, its written terms, scope, territory, duration, and claim route apply in addition to statutory rights. Such a warranty cannot replace, reduce, or make the customer pay for the Spanish legal guarantee of conformity.

13. Refund corrections

If an approved refund amount appears incorrect or does not arrive after the payment provider's normal posting process, contact us with the order number and refund notification. Do not send full card details. We will verify the amount submitted, payment method, date, and any lawful deduction such as proven diminished value or a non-refundable premium-delivery difference.

14. Abuse and good-faith review

We may investigate evidence of altered products, substituted items, empty parcels, falsified documents, or repeated fraudulent claims. Any decision is based on the facts and applicable law. Fraud controls do not permit us to deny a genuine statutory withdrawal or guarantee claim merely because a customer has previously made a return.

15. Complaints and mediation

If you disagree with a return or guarantee decision, send a written complaint through the Contact Us page with the order number, facts, documents, and requested resolution. If a Spanish consumer dispute remains unresolved after a prior written complaint, the consumer may use an applicable alternative dispute-resolution body or a competent court. No policy provision prevents the consumer from using another mandatory remedy.