Return and refund policy
Last update: 10/02/2026
This policy defines the return, replacement and refund conditions applicable to products purchased from Velum Auto Store.
We invite every customer to read carefully the conditions below before any request.
1. Right of withdrawal – 14 days
In accordance with articles L221-18 et seq. of the French Consumer Code, the customer has a period of fourteen (14) calendar days from receipt of the order in which to exercise his right of withdrawal, without having to justify his decision.
Return acceptance conditions
To be eligible, the product must be :
- not used
- not installed / not mounted
- unprogrammed or coded
- returned in original condition
- complete with accessories, instructions, screws, protective covers, etc.
- in its original, undamaged packaging
Any product showing signs of assembly, wear, attempted installation or rendered unfit for resale will be refused.
In this case, the item may be returned at the customer’s expense.
2. Exclusions from the right of withdrawal
In accordance with the regulations, the right of withdrawal cannot be exercised for :
- customized or made-to-order products
- electrical/electronic items that have been plugged in, coded or used
- products damaged after delivery
- parts rendered unfit for resale
3. Legal and commercial warranty – 12 months
Products sold benefit from :
- the legal warranty of conformity
- warranty against hidden defects
- as well as a 1-year commercial warranty covering manufacturing defects.
The warranty does not cover
- a diagnostic error
- vehicle incompatibility not verified before purchase
- incorrect installation
- improper use
- normal wear and tear
- any accidental damage
4. Procedure in the event of a defective product
Before any return, the customer must contact support by providing :
- order number
- a precise description of the problem
- photos or videos if required
📩 Contact email: contact@velumautostore.com
Without prior validation, the return may be refused.
After analysis, Velum Auto Store will decide on the most appropriate solution:
✅ replacement
✅ exchange
✅ repair
or
✅ partial or total refund
5. Refund
If a refund is validated :
- it will be made via the payment method used at the time of ordering
- within a maximum of 14 days after validation of the file
- subject to receipt of the returned product
Velum Auto Store reserves the right to defer reimbursement until the goods have been recovered.
6. Return shipping costs
Error attributable to Velum Auto Store
(wrong part number, logistical error, recognized defective product)
➡️ return shipping costs are fully covered.
Other situations
(change of mind, order error, incompatibility)
➡️ return shipping costs may be charged to the customer.
Each request will be considered on a case-by-case basis.
7. Customer responsibility
It is the customer’s responsibility to check the compatibility of the part with his vehicle before purchase.
In case of doubt, our support can help, but final validation remains the responsibility of the buyer.
For questions before ordering:
📩 contact@velumautostore.com
8. Refusal to return
Any return not complying with the conditions may be :
- refused
- or be subject to a discount
- or be returned to the customer at the customer’s expense
9. Contact
For any return or warranty request, please write to :
specifying your order number and the information required to process your order as quickly as possible.
10. Contact form
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