Refund policy

REFUND & RETURN POLICY

Last updated: October 26, 2026

At Vellarissa, we want you to love your purchase. If you are not completely satisfied, our 90-Day Satisfaction Guarantee lets you return your order for a refund, subject to the conditions below.

This policy is in addition to, and does not limit, any rights you have under the mandatory consumer protection laws of your country of residence. If your local law gives you greater rights than this policy, your legal rights prevail.

1. WHO WE ARE

This online store is operated by:
Dídac Herrero Ruiz
Carrer Digoine 16, Bajo, 08901 L’Hospitalet de Llobregat (Barcelona), Spain
Email: infovellarissa@gmail.com

2. OUR 90-DAY RETURN WINDOW

You may request a return within 90 calendar days from the date you receive your order.

To be eligible, the item must meet all of the following conditions:

  • It is in the same condition in which you received it, unused and undamaged.
  • It is unassembled, or fully disassembled to its original state, with no glue, paint, varnish or other permanent modifications applied.
  • All pieces, components and accessories are included (including LED modules, cables, adapters, instructions and any gifts that came with the order).
  • It is returned in its original packaging, or in equivalent packaging that adequately protects the product during transit.
  • You provide your order number or proof of purchase.

Items that do not meet these conditions may be refused or may receive a partial refund reflecting their reduced value. If you live in the EU, EEA or UK, please also read Section 10, which governs your statutory right of withdrawal during the first 14 days.

3. HOW TO START A RETURN

Step 1. Contact us first at infovellarissa@gmail.com with your order number, the item(s) you wish to return and the reason (optional for change-of-mind returns).
Step 2. We will reply within 2 business days with your return authorization and shipping instructions.
Step 3. Pack the item securely and send it to our return address:
Dídac Herrero Ruiz – Vellarissa Returns
Carrer Digoine 16, Bajo
08901 L’Hospitalet de Llobregat (Barcelona)
Spain
Step 4. We recommend using a tracked shipping service and keeping your proof of postage. We are not responsible for returns lost in transit without tracking.

Please do not send items back before contacting us. Unannounced packages may be impossible to identify and can significantly delay your refund. This requirement does not limit your statutory withdrawal right described in Section 10.

4. RETURN SHIPPING COSTS

  • Change of mind: the customer is responsible for the cost of return shipping.
  • Defective, damaged or incorrect items: we cover all return costs or, where appropriate, we may resolve the issue without requiring you to send the item back (see Section 6).

Unless otherwise required by law, original shipping charges are non-refundable for change-of-mind returns made after the 14-day withdrawal period.

5. INSPECTION AND REFUNDS

Once we receive your return, we will inspect it and notify you by email whether your refund has been approved.

  • Approved refunds are issued to your original payment method within 10 business days of approval, at no additional cost to you.
  • Your bank or card issuer may take an additional 5–10 business days to post the refund to your account.
  • If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at infovellarissa@gmail.com.

EU, EEA and UK customers who exercise their right of withdrawal are refunded under the specific timeframes in Section 10.

6. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

Please inspect your order upon delivery. If your item arrives damaged, is defective, has missing pieces or is not what you ordered, contact us at infovellarissa@gmail.com with:

  • Your order number
  • A short description of the issue
  • Clear photos or a short video showing the problem (and the outer packaging, if damaged in transit)

We ask you to notify us as soon as possible, ideally within 7 days of delivery, so we can resolve the issue quickly. This request does not shorten or affect any legal guarantee period that applies to you.

Depending on the case, we will offer, at no cost to you, a replacement of the item or missing parts, a repair, or a full refund. Where the law of your country gives you the choice of remedy, we will respect that choice.

7. LEGAL GUARANTEE OF CONFORMITY

All products are covered by the legal guarantee of conformity provided by applicable law.

  • EU/EEA consumers: you are entitled to a legal guarantee for any lack of conformity existing at the time of delivery, for a minimum of two (2) years from delivery (three (3) years where Spanish law applies), or for a longer period if your national law provides so.
  • UK consumers: your rights under the Consumer Rights Act 2015 apply.
  • Other countries: any implied warranties and legal guarantees that cannot be excluded under your local law apply in full.

The legal guarantee does not cover damage caused by misuse, accidents, improper assembly, unauthorized modifications, use with incompatible power sources, or normal wear and tear.

8. NON-RETURNABLE ITEMS

The following cannot be returned under the 90-day guarantee:

  • Gift cards, except where required by law.
  • Digital products (such as Art Wallpapers and Frame-Ready Art Prints), which are delivered electronically by email right after checkout. Because they are delivered immediately and cannot be returned, they are not eligible for a refund once delivered, except where required by law or where the file is defective or cannot be accessed, in which case contact us and we will fix the issue or refund you.
  • Personalized or custom-made products made to your specifications, unless they are defective or do not match your order.
  • Items that have been permanently assembled, glued, painted or otherwise modified, except as provided by law (see Section 10).

Sale and discounted items can be returned under the same conditions as full-priced items. Digital products that came as a free gift with your order are not refundable on their own, and returning the physical item does not require you to return them.

9. EXCHANGES

The fastest way to get a different item is to return your original purchase following Section 3 and, once the return is accepted, place a new order for the item you want. If you received a defective or incorrect item, we will send the correct replacement at no cost to you.

10. RIGHT OF WITHDRAWAL – CUSTOMERS IN THE EUROPEAN UNION, EEA AND UNITED KINGDOM

If you are a consumer residing in the EU, EEA or UK, you have a statutory right to withdraw from your purchase within 14 days without giving any reason. Our 90-day guarantee extends this period on a voluntary basis, but during the first 14 days the following rules apply and prevail over any other provision of this policy.

Withdrawal period. The 14-day period expires 14 days after the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the goods. If you ordered multiple goods delivered separately, the period starts from the day you receive the last item.

How to exercise it. To exercise your right of withdrawal, you must inform us of your decision by a clear statement sent to infovellarissa@gmail.com or by post to Dídac Herrero Ruiz, Carrer Digoine 16, Bajo, 08901 L’Hospitalet de Llobregat (Barcelona), Spain. You may use the model withdrawal form below, but it is not obligatory. To meet the deadline, it is sufficient to send your communication before the 14-day period has expired.

Returning the goods. You must send back the goods without undue delay and in any event no later than 14 days from the day on which you communicated your withdrawal, to: Dídac Herrero Ruiz – Vellarissa Returns, Carrer Digoine 16, Bajo, 08901 L’Hospitalet de Llobregat (Barcelona), Spain. You bear the direct cost of returning the goods.

Refund. We will reimburse all payments received from you, including standard delivery costs (excluding any supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery we offer), without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw. We will use the same means of payment you used for the original transaction, unless you have expressly agreed otherwise, and you will not incur any fees as a result. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever is earlier.

Handling of the goods. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. For example, permanently assembling, gluing or modifying the product goes beyond such handling and may reduce the refund amount accordingly.

Exception. The right of withdrawal does not apply to goods made to your specifications or clearly personalized.

Digital content. The right of withdrawal also does not apply to digital content that is not supplied on a tangible medium (such as Art Wallpapers and Frame-Ready Art Prints) once delivery has begun with your prior express consent and your acknowledgment that you thereby lose your right of withdrawal. Delivery begins when we email the files after checkout.

11. CUSTOMERS IN THE UNITED STATES, LATIN AMERICA AND THE REST OF THE WORLD

Our 90-day return window applies to customers worldwide and meets or exceeds the statutory cancellation and return periods of most jurisdictions, including the United States, Mexico, Brazil, Argentina, Chile, Colombia and Peru. Nothing in this policy limits any non-waivable rights granted to you by the consumer protection laws of your country, including statutory withdrawal rights and legal warranties.

Return shipments from outside the European Union may involve longer transit times and customs procedures. Please contact us before shipping so we can advise you on the most efficient option. Any import duties or taxes charged on return shipments are the customer’s responsibility, unless the return is due to our error.

12. PAYMENT DISPUTES

If you experience any problem with your order, please contact us first. We are committed to resolving every issue quickly and fairly, and most cases are solved within a few days. This does not limit your right to contact your bank or card issuer.

13. CONTACT US

For any questions about returns, refunds or this policy:
Email: infovellarissa@gmail.com
We respond within 2 business days.

MODEL WITHDRAWAL FORM
(Complete and return this form only if you wish to withdraw from the contract.)

To: Dídac Herrero Ruiz (Vellarissa), Carrer Digoine 16, Bajo, 08901 L’Hospitalet de Llobregat (Barcelona), Spain – infovellarissa@gmail.com

I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods:
Ordered on () / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.