General information
At Veiko, you have 30 days to cancel your order. You can change your mind and cancel your purchase without giving a reason within 30 days of the day you, or a person you nominate, receive the product.
Return conditions
For a return to be accepted in full, the product should meet the following conditions:
- The product is unused and in the same condition as when you received it
- The product is in its original packaging with all accessories
- Proof of purchase is included, such as your order number or invoice
Please don’t send returns directly to the manufacturer.
Contact us before returning
Before sending a product back, please always contact our customer service team first at info@veiko.uk. Once we’ve received your request, we’ll send you clear instructions on the next steps, together with the returns address. This helps us process your return quickly and correctly.
Returns process
Returning a product takes six simple steps:
- Contact us at info@veiko.uk within 30 days of receiving your order
- Give us your order number, the product you’d like to return and the reason for your return (optional)
- You’ll receive a confirmation email with detailed return instructions
- Send the product back within 14 days of telling us you wish to cancel
- Keep your proof of postage in case of any questions
- Once we’ve received and checked your return, we’ll let you know by email
Returns address (once approved)
Turnstraat 22
3078 ZM Rotterdam
the Netherlands
The cost of returning the product is paid by the customer. We recommend using a tracked service.
Exceptions to the right to cancel
The following products cannot be returned:
- Hygiene and intimate products that have been unsealed
- Health and personal care products whose packaging has been opened
- Digital products, software and licences
- Gift cards
- Hazardous substances, flammable liquids or gases
- Products made to order or personalised
Reduced refunds
We may reduce your refund to reflect any loss in value of the product if this has been caused by handling it more than was necessary to check its nature, characteristics and functioning, for example if:
- The product shows signs of use
- The product is not in its original condition
- Parts or accessories are missing
- The product has been damaged by the customer
Refunds
Once we’ve received and checked your return, we’ll let you know by email. Your refund will be issued within 5 working days, using the same payment method you used for your purchase, and always within 14 days of us receiving the product back (or proof that you’ve sent it). We refund the standard delivery cost of your order; any extra charge for a premium delivery option is not refunded.
Please note that processing times vary between banks and payment providers. It can take up to 14 days for the refund to appear in your account.
Faulty or damaged products
If your product is faulty or was damaged in transit, please contact us as soon as possible, ideally within 48 hours of receiving your parcel, at info@veiko.uk, with clear photos of the product and packaging. We’ll treat your case as a priority and offer a replacement, repair or refund. In this case, you won’t pay any return costs.
Return costs and responsibility
Return shipping costs for a change of mind are paid by the customer and are not refunded. You are responsible for the parcel until we receive it. We recommend using a tracked or insured service, as without proof of postage we cannot guarantee that your return will reach us.
Unclaimed or refused parcels
If a parcel is not collected or is refused, it doesn’t always come back to us automatically. In such cases, we cannot guarantee a full refund. Any shipping costs we incur may be deducted from the refund amount.
Your statutory rights (UK)
Under the Consumer Contracts Regulations 2013, you have the right to cancel within 14 days of receiving your product. Veiko voluntarily extends this period to 30 days to give you extra peace of mind. This voluntary extension is in addition to your statutory rights and does not limit them in any way. Your rights under the Consumer Rights Act 2015 for faulty products also remain fully in place.
Complaints
If you have a complaint about your order or return, please contact us first at info@veiko.uk. If we can’t resolve the matter together, you can get free, impartial advice from Citizens Advice (citizensadvice.org.uk).
Need help?
Have a question about returns or your right to cancel? Email us at info@veiko.uk. We’re happy to help and usually reply within 24 hours on working days.
Customer service hours:
Monday – Friday: 9am – 6pm
Saturday – Sunday: 9am – 5pm
Company details
Company name: Azul GZ
Address: Turnstraat 22, 3078 ZM Rotterdam, the Netherlands
Chamber of Commerce (KvK) number: 42128288
VAT number: NL005516569B14
Email: info@veiko.uk