1. Cancellation and exchange
1.1 After placing an order through our website, you can cancel or modify your order by sending us an email.
1.2 Once an order has been packaged, it cannot be cancelled or changed, and must be returned in accordance with paragraph 10 below. As our products are shipped from Asia, there may be longer transit times over which we have no control. If the products are already en route, cancellation is not possible. Please wait until you receive the products and return them to us. Of course, you can inform us of the cancellation in advance. To ensure the fastest possible return, we ask that you send us a shipping confirmation.
An early refund is possible at least 16 weeks after receiving the order, if the merchandise is not received.
1.3 As we work with a fully automated system, orders are processed immediately after they are placed. Therefore, unfortunately, we cannot interrupt the shipping process until delivery, so a refund upon receipt of the goods is only possible up to 24 hours after placing the order.
2. Returns and refunds
2.1 Our return policy is part of these Terms and Conditions, under which you are permitted to access and use our Website.
2.2 If you are not completely satisfied with your order, you can inform us by email which product you wish to return and return it to us. The cancellation period is 14 days from the day on which you or a third party designated by you, other than the carrier, took possession of the last products.
2.3 Returns and associated costs are at the Customer's own risk.
2.4 The Product must be received by us to be eligible for a refund. We will inspect the returned Product upon its arrival.
2.5 You must ensure that the product is returned to us in the same condition in which you received it and that it is properly packaged. The product must not have been used, the product labels must not have been altered, and the product must be in its original packaging. If a product is returned to us in unsuitable condition, we reserve the right to refuse the return of the product.
2.6 Our return processing time depends on your order.
2.7 If we are satisfied with the condition of the returned product, we will send you an email approving your return. Once we send you confirmation of the approval of your return, the amount will be refunded to the account used to place the order within a short period of time.
2.8 The cancellation will be completed when we receive the physical products.
2.9 As our products are shipped from Asia, there may be longer transit times over which we have no control. If the products are already en route, cancellation will not be possible. Please wait until you receive the products and return them to us. Of course, you can inform us of the cancellation in advance. To ensure the fastest possible return, we ask that you send us a shipping confirmation. An early refund is possible at least 16 weeks after receiving the order if the products are not received.
2.10 If you wish to return a product due to cancellation, the return shipping costs will be your responsibility. If we have delivered an incorrect or defective item, we will cover the return shipping costs, provided the defect has been confirmed.
To report a defect, you must send a clear video of the problem to our customer service. If the defect cannot be confirmed through the video, we may ask you to return the product for a physical inspection. If the defect is confirmed after inspection, we will reimburse the return shipping costs. If the defect is not confirmed, you will be responsible for the return shipping costs.
3. Steps for cancellation
Step 1: Fill out the return form. Click here to access the form.
Please contact our Customer Service department via email at suporte@varelo.com.br. State the reason for the return in your message and attach a photo if the product is defective. Don't forget to attach the return form to the email.
Step 2: Submit your product.
Send the items along with the completed return form to the address indicated on the return form. Be sure to provide the package with a tracking code. As the sender, you are responsible and we don't want any misunderstandings to arise.
Our headquarters are located in the Netherlands. Please note that you must send your return to China.
Step 3: Receive the purchase amount in your bank account.
Once we receive your request, we guarantee that the purchase amount will be refunded to your bank account within 5 business days!
Please use only one return method with a tracking number so we can assign your return. This way, you inform us in advance about the return and the received products can be clearly attributed to the correct order. This is the only way to guarantee a quick refund. As soon as we receive the return, we will be notified of its receipt and the refund can be processed. Please use only one shipping method with a tracking number for the return so we can assign your return.