Refund policy

Returns & Right of Withdrawal Policy

Vellutto.nl-Vellutto.be-Vellutto.de-vellutto.eu

1. Your Right of Withdrawal

You have the right to cancel your order within 14 days of receipt, without giving a reason. Once you have notified us of your return, you have a further 14 days to send the product back.

  • Return shipping costs are at your own expense.
  • Your purchase amount (excluding outbound shipping costs) will be refunded within 14 days of your return notification, provided the conditions below are met.

2. Inspection Is Allowed — Use Is Not

You may unpack the product and physically inspect it in the same way you would in a physical store. Using the product is not permitted.

In practice, this means:

  • Espresso machines: do not add water and do not run water through the machine or pull shots. Water can cause internal corrosion (boilers, pipework, etc.).
  • Coffee grinders: do not grind coffee beans. Beans may contain hard contaminants (such as small stones) that can permanently damage burrs or the motor.

If an item is returned showing signs of use — for example filled with water, containing ground coffee, showing brewing residue, scratches, odours, or with missing or damaged accessories or packaging — this will result in a reduction in value.

In such cases, you will receive up to a maximum of 80% of the purchase amount, depending on the condition and completeness of the product.

3. Condition of the Returned Product

Returns must be:

  • Complete
  • Undamaged
  • Clean
  • Preferably in the original packaging (where reasonably possible)

You may remove the product from its packaging, unless the packaging is sealed and breaking the seal excludes the product from return for hygiene or health-protection reasons.

4. Non-Returnable Items

The following items cannot be returned:

  • Perishable goods, or products with a limited shelf life.
  • Hygiene products that cannot be returned after opening.
  • Sealed products where the seal has been broken (if excluded from return on hygiene or health grounds).
  • Custom-made products, or products manufactured to the buyer's specifications.
  • Services that have been started with the buyer's consent.
  • Sale and promotional items.

5. Product-Specific Rules

Espresso Machines

  • Do not add water.
  • Do not flush, run, or otherwise operate the machine.
  • Operation risks internal corrosion (boilers, pipework).

Coffee Grinders

  • Do not grind beans before making your final decision.
  • Hard particles in coffee beans can cause permanent damage.
  • Any grinding marks the product as used and results in a reduction in value (maximum 80% refund).

6. Exchanges or canceling your order

Would you like to exchange an item or cancel your order? No problem — please email us at amro@vellutto.nl.

Please note:

  • Return shipping costs are at your own expense, unless otherwise agreed.
  • The product must be unused (unless otherwise agreed in advance).
  • Any reduction in value due to use is at your own expense.

7. How to Register and Send Your Return

  1. Notify us first using the return form on our website, or by using the European Model Withdrawal Form. You can also email us at amro@vellutto.nl.
  2. Send the product back within 14 days of your notification.
  3. Return shipping is at your own expense. If you choose to use a return label provided by us, the cost will be a maximum of €100 (where available and unless otherwise agreed).
  4. Returns are shipped at your own risk. If a parcel is lost or damaged in transit, we are not liable. In that case, please contact the carrier directly.

8. Processing Your Return and Refund

  • Once we receive your return, we will inspect the items and process your refund via the original payment method, unless otherwise agreed.
  • Refunds are issued within 14 days of your return notification. We may withhold the refund until we have received the goods, or until you have demonstrated that the goods have been sent back — whichever comes first.
  • Outbound shipping costs are not refunded, unless legally required or otherwise agreed in advance.
  • Where there is a reduction in value due to use or missing parts, the reduced value will be deducted (maximum deduction of 20% — i.e. a minimum refund of 80% in cases of use).

9. Business Purchases (B2B)

Different terms apply to business purchases:

  • Warranty period: 1 year, unless otherwise agreed in writing.
  • The right of withdrawal does not apply to B2B purchases.
  • Returns are only possible in the case of defects, or under conditions agreed in advance.
  • Prices are shown including VAT (where stated on the invoice).
  • Ownership transfers only upon full payment.
  • Vellutto is not liable for indirect or consequential damages.

10. Forms & Contact

We provide our own return form, and also accept the European Model Withdrawal Form.

For any questions about returns or exchanges, please email us at:

amro@vellutto.nl