Return Policy

Customer satisfaction is our priority. Our company fully complies with the applicable consumer protection legislation (Law 2251/1994, as in force) and provides you with the right of withdrawal and product returns under specific conditions.

1. Right of Withdrawal (for consumers)

The customer has the right to withdraw from the purchase contract within 14 calendar days from the date of receipt of the product, without requiring justification.

To exercise your right of withdrawal:

• You must notify us in writing, either by email at info@veluda.com or by completing the Withdrawal Form (which you may request from the company).
• The product must be returned in its original condition, without damage, with full packaging and all accessories.
• The cost of return is borne by the customer, unless the product is defective or was sent incorrectly.

Exceptions to the right of withdrawal:

The right of withdrawal cannot be exercised in the following cases:

• When the security seals/tapes have been removed or the product has been used (e.g. filters that have been installed).
• For products manufactured to special order or customization.
• For sealed products that are not suitable for return for hygiene and safety reasons and have been unsealed (e.g. water filters).

2. Defective or Incorrect Products

In the event that you receive a product with a manufacturing defect or an incorrect order:

• Contact us within 24 hours of receipt.
• The return and replacement of the product is carried out at no charge to the customer.
• The company reserves the right to inspect the returned product in order to identify the problem.

3. Returns Procedure

• Contact the Customer Service Department at [email/telephone].
• Pack the product securely, along with the proof of purchase and any relevant documentation.
• Send the product to the following address:
  [Company Returns Address]

4. Refunds

• The refund is processed within 14 business days from the date of receipt and inspection of the product by the company.
• The refund is made using the same payment method used in the original transaction, unless otherwise agreed.
• In the case of cash on delivery, the beneficiary's bank account number (IBAN) must be provided.

5. Contact

For any matter regarding returns or exchanges, you may contact us:

• Veluda Water Filters
• Telephone: 218 218 1800
• Email: info@veluda.com
• Address: 2nd km Heraklion – Moires, PC 71410, Heraklion, Crete

Download and complete the Withdrawal Form