Refund policy
Right of withdrawal
A customer who is a consumer within the meaning of the Consumer Protection Act (“KSchG”) (hereinafter also referred to as “consumer customer”) has the right to withdraw from a contract concluded in the online shop within 30 days without giving any reason.
The period for exercising this right of withdrawal is thirty days from the date on which the consumer customer or a third party designated by the consumer customer, who is not the carrier, takes possession of the goods.
If a consumer customer has ordered two or more items as part of a single order and the items are delivered separately, the period within which this right of withdrawal may be exercised is thirty days from the date on which the consumer customer or a third party designated by the consumer customer, who is not the carrier, takes possession of the last goods.
To exercise the right of withdrawal, the consumer customer may inform VELLO GmbH, Reinprechtsdorfer Str. 58-60, 1060 Vienna, Austria, Tel. +43 660 6683 556, email address support@vello.bike, by means of a clear statement of their decision to withdraw from a contract concluded in the online shop.
The withdrawal may in particular be submitted via our online withdrawal form. This form can be accessed via the following button. In the form, the customer should provide their name, email address, order number or invoice number, and the products concerned so that we can clearly assign the withdrawal request.
After submitting the online withdrawal form, the consumer customer will automatically receive a confirmation of receipt by email. This confirms that VELLO GmbH has received the withdrawal declaration.
Alternatively, the consumer customer may still declare the withdrawal by letter or email. The model withdrawal form may be used for this purpose; however, its use is not mandatory.
To meet the withdrawal deadline, it is sufficient for the consumer customer to send the notification of exercising the right of withdrawal before the withdrawal period expires.
Effects of withdrawal
If a consumer customer withdraws from a contract concluded in the online shop, VELLO GmbH shall reimburse all payments received from the consumer customer, including any delivery costs, without undue delay and no later than thirty days from the date on which VELLO GmbH receives the consumer customer’s withdrawal declaration. This does not include additional costs resulting from the consumer customer choosing a delivery method other than the least expensive standard delivery method offered by VELLO GmbH.
Unless expressly agreed otherwise with the consumer customer, VELLO GmbH will make the reimbursement using the same payment method that was used for the original transaction. Under no circumstances will the consumer customer be charged any fees for this reimbursement.
VELLO GmbH may withhold reimbursement until either the items have been returned to VELLO GmbH or the consumer customer has provided proof that the items have been returned, whichever occurs first.
The consumer customer must return or hand over the goods to the following shipping address:
VELLO GmbH
Schönbrunner Straße 213-215/HOFGB/HI TR
1120 Vienna
Austria
The return must be made without undue delay and in any event no later than 30 days from the date on which the consumer customer informs VELLO GmbH of the withdrawal from the contract. The deadline is met if the goods are sent before the thirty-day period expires.
The consumer customer is obliged to package the respective items appropriately and protect them against damage and/or deterioration during transport.
The consumer customer bears the direct costs of returning the items.
The consumer customer is obliged to compensate VELLO GmbH for any loss in value of the goods if such loss in value is due to handling of the goods that was not necessary for checking the condition, properties and functioning of the goods.