Return & Refund Policy

SECTION 01

Return Window

For an eligible preference-based return, contact us within 30 calendar days after confirmed delivery. Submit your request before that period ends so support can assess the item and provide instructions.

Approval remains subject to the conditions explained below. This standard window does not remove mandatory remedies for faulty, unsafe, or materially misdescribed goods, and any statutory deadline takes precedence where applicable.

SECTION 02

Starting a Return Request

Before mailing any item, email service@veltranogo.com with:

• Your order number and checkout email.
• The product or model you want to return.
• A description of the reason.
• Photos or video relevant to a reported defect or mismatch.
• Packaging and label images when damage or missing contents relate to delivery.

Support will review the request and, if approved, provide the authorized destination and packing requirements. Do not send unnecessary payment or identity information.

SECTION 03

Return Eligibility

A standard change-of-mind return should meet these conditions:

• The item is unused, unmodified, and in its original condition.
• All supplied parts, bits, blades, accessories, cables, cases, and instructions are included.
• The tool has not been damaged through misuse or unsuitable storage.
• The product can be reasonably inspected and resold.
• You can provide the order reference or proof of purchase.
• Original protective packaging is used where reasonably possible.

Opening the shipping box to inspect its contents does not automatically prevent a return. Handle cutting edges, measuring surfaces, finishes, connectors, and small accessories carefully during inspection. Different rules may apply when the item itself is defective or otherwise legally protected.

SECTION 04

Product Variations & Materials

Our catalogue includes hand tools, steel bits and blades, measuring devices, garden tools, powered screwdrivers, and maintenance accessories. Product appearance can vary with screen settings, lighting, manufacturing finish, and the selected model.

A small cosmetic difference is not automatically a defect. However, an incorrect size, materially different specification, missing component, poor function, or unsafe condition should be reviewed against the actual listing.

If the tool matches its description but you selected an unsuitable size or no longer want it, you can request a preference return within the applicable period. We will not dismiss a material product fault as normal cosmetic variation.

SECTION 05

Return Address & Authorization

Our registered company address is not an automatically approved returns facility. Once the request is reviewed, support will identify the appropriate warehouse or other destination for that item.

Use the address and identifying information supplied with your approval. A parcel sent elsewhere, without a usable order reference, or contrary to the instructions can be delayed, lost, or impossible to process. Contact us before shipping if any instruction is unclear.

SECTION 06

Non-Returnable Items

Preference returns may be excluded for:

• Customized or personalized goods, if offered.
• Gift cards, if offered.
• Items clearly designated final sale or non-returnable before purchase.
• Products materially altered or damaged after delivery through misuse.
• Items missing essential parts or in a condition that prevents reasonable inspection.

A promotional price alone does not remove eligibility. We will consider the condition and reason for the request rather than treat every opened package as excluded. These limitations do not override non-waivable rights for defective or incorrectly supplied goods.

SECTION 07

Damaged, Defective, Incorrect, or Incomplete Orders

Inspect the delivery promptly. Please contact us preferably within 7 calendar days if the tool is damaged, defective, incomplete, the wrong model, or materially different from the listing. Include the order number, a clear explanation, and relevant photographs or video.

Stop using any item that appears unsafe. Keep all supplied components and the packaging until we advise you. For a confirmed issue attributable to us, we will provide an appropriate replacement, reshipment, return, refund, or other suitable solution without additional costs caused by our error.

The requested reporting period helps investigation; it does not eliminate any legal right that cannot be limited.

SECTION 08

Return Shipping Costs

Preference returns: If the reason is a change of mind, unsuitable customer selection, or a similar matter not caused by us, the customer generally pays return postage. Original shipping charges are generally not refunded for that type of return.

Problems attributable to us: When we confirm a defect, incorrect item, missing component, or other error for which we are responsible, the remedy will not impose additional costs caused by that error. Eligible original delivery charges will be addressed in the agreed resolution.

There is no restocking fee for an approved return. Contact support before purchasing return postage for a reported product issue.

SECTION 09

Returning the Package

Use protective packaging appropriate to the tool, secure loose accessories, and cover sharp edges safely. For a preference return, choose a reliable trackable service and retain the shipping receipt and reference until the return is complete.

A parcel sent without tracking or to an unauthorized destination may be difficult to locate. Preference-return transit remains the customer's responsibility until receipt at the approved location, subject to applicable law.

Powered products and batteries may require special handling. Tell support about any battery damage, leakage, or overheating; do not mail hazardous contents through an ordinary parcel service without instructions.

SECTION 10

Inspection & Refund Timing

The designated facility may inspect an approved return to check the item, accessories, and condition against the return request. If a question arises, support may contact you for clarification.

Once received, inspected, and approved, the eligible refund is normally initiated within 5–10 business days. Your bank or payment provider may take additional time to display the credit. We will follow any shorter mandatory legal deadline where it applies. Keep your approval and tracking records until the refund is resolved.

SECTION 11

Refund Method

Approved refunds are normally issued to the payment method used for the original order. If that method can no longer receive the funds, support will work with the payment provider to identify an appropriate lawful alternative.

After reviewing the nature of the issue and the item, we may determine that a refund or replacement can be provided without return. Do not discard or send the product elsewhere until support has confirmed the required next step.

SECTION 12

Exchanges

An exchange depends on current stock and the required model. Confirm the correct size, bit type, power specification, or package before requesting a replacement for a preference issue.

If a direct exchange is unavailable, we may ask you to complete an approved return and place a new order. Cosmetic finish may differ slightly between items, but the replacement must still meet its stated description and applicable requirements.

SECTION 13

Order Cancellation

Request cancellation immediately after discovering that an order needs to be stopped. We will try to act before fulfillment begins, but cannot guarantee cancellation after picking, packing, shipment preparation, or dispatch has started.

No cancellation fee applies to a successful pre-fulfillment cancellation. If the parcel is already underway, contact support to discuss delivery and return options. Any separate statutory cancellation or refund rights remain unaffected.

SECTION 14

Consumer Rights

This policy explains the store's standard process and helps customers understand how to request assistance. It does not restrict warranties, remedies, or protections that applicable consumer law does not allow us to exclude.

If you believe a request has been incorrectly assessed, contact us with the order reference, earlier correspondence, and the reason you seek further review. We will consider the relevant product facts and applicable rights.