Terms of service

Version date: 28-07-2026

1. Identity of the Seller

These General Terms and Conditions of Sale apply to products sold through Her Veloura.

Trading name: Her Veloura
Email address: info@her-veloura.com
Website: https://her-veloura.com

Her Veloura may also be referred to in these Terms as “Her Veloura,” “we,” “us,” “our,” or the “Seller.”

2. Definitions

For the purposes of these Terms:

Consumer: A natural person acting for purposes outside their trade, business, craft, or profession.

Customer: A Consumer who places, or intends to place, an order through the Site.

Agreement: The distance sales agreement concluded between Her Veloura and the Customer.

Order: An order for one or more Products placed through the Site.

Product: Any physical product offered for sale through the Site.

Site: The Her Veloura online store available at https://her-veloura.com.

Withdrawal Period: The statutory period during which a Consumer may withdraw from a distance sales agreement without providing a reason.

Working Day: A day other than a Saturday, Sunday, or public holiday in the Netherlands.

3. Applicability

3.1 These Terms apply to every offer made by Her Veloura and every Agreement concluded between Her Veloura and a Consumer through the Site.

3.2 Before completing an Order, the Customer will be given the opportunity to read, download, save, and accept these Terms.

3.3 After an Order has been placed, the Customer will receive confirmation of the Agreement and the applicable Terms by email or through another durable medium.

3.4 Any deviation from these Terms is valid only when agreed in writing between Her Veloura and the Customer.

3.5 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will remain in effect. The invalid provision will be replaced with a valid provision that most closely reflects its purpose.

3.6 Nothing in these Terms limits or excludes any mandatory rights granted to Consumers under applicable law.

4. Product Information and Offers

4.1 Her Veloura aims to describe and display its Products as accurately and completely as reasonably possible.

4.2 Product photographs, videos, illustrations, colours, measurements, and descriptions are provided for informational purposes. Minor differences may occur due to lighting, screen settings, manufacturing processes, materials, or the handmade or natural characteristics of a Product.

4.3 Before placing an Order, the Customer will receive clear information about the essential characteristics of the Product, its total price, payment options, delivery costs, delivery restrictions, and estimated delivery time.

4.4 Obvious errors, typographical mistakes, or clearly incorrect prices do not bind Her Veloura. Where such an error affects an Order, Her Veloura will inform the Customer as soon as reasonably possible. The Customer may then confirm the Order at the correct price or cancel it for a full refund.

4.5 Offers and promotions remain valid for the period stated on the Site or while stocks last.

4.6 Her Veloura may withdraw or amend an offer before an Agreement has been concluded.

5. Orders and Formation of the Agreement

5.1 The Customer places an Order by selecting the desired Products, providing the requested delivery and billing information, selecting a payment method, accepting these Terms, and completing the checkout process.

5.2 Before submitting the Order, the Customer will have the opportunity to review and correct the information entered.

5.3 The Agreement is concluded when Her Veloura sends an electronic Order confirmation to the Customer, unless Her Veloura has reasonable grounds to refuse the Order.

5.4 The Customer must provide complete, current, and accurate information. Her Veloura is not responsible for delays or additional costs resulting from incorrect or incomplete information supplied by the Customer.

5.5 Customers under the age of 18 may place an Order only with the permission of a parent or legal guardian.

5.6 Her Veloura may refuse or cancel an Order where reasonably necessary, including in the event of:

• suspected fraud or unlawful activity;
• an unsuccessful or reversed payment;
• an obvious pricing or product-information error;
• unusual or clearly commercial order quantities;
• misuse of discounts or promotional offers;
• previous abusive conduct or unresolved payment disputes;
• unavailability of the ordered Product; or
• a breach of these Terms.

5.7 If an Order is refused or cancelled after payment has been received, Her Veloura will refund the relevant amount using the original payment method.

6. Changes and Cancellations Before Dispatch

6.1 Customers may request a change or cancellation by contacting info@her-veloura.com.

6.2 Her Veloura will make reasonable efforts to process the request, but cannot guarantee that an Order can be changed or cancelled once it has entered fulfilment or has been dispatched.

6.3 A refusal to change or cancel an Order before dispatch does not affect the Customer’s statutory right of withdrawal after delivery, where that right applies.

7. Prices, Taxes, and Additional Charges

7.1 Prices are displayed in the currency shown on the Site.

7.2 Prices offered to Consumers include VAT and other applicable taxes where required by law, unless clearly stated otherwise.

7.3 Delivery charges and other unavoidable additional costs will be shown before the Customer places the Order.

7.4 For deliveries outside the European Union, customs duties, import taxes, handling fees, or similar charges may be imposed by the destination country. Unless otherwise stated at checkout, such charges are not included in the purchase price and are the Customer’s responsibility.

7.5 Her Veloura has no control over charges imposed by customs authorities or local carriers.

7.6 Any price change applies only to Orders placed after the change has taken effect.

8. Promotional Codes and Discounts

8.1 Promotional codes may be subject to specific conditions displayed at the time of issue.

8.2 Unless otherwise stated, promotional codes:

• may be used only once;
• may not be combined with other promotions;
• cannot be exchanged for cash;
• cannot be transferred or resold;
• apply only to eligible Products;
• must be used before their expiry date; and
• cannot be applied retrospectively to an existing Order.

8.3 Where a return causes an Order to no longer meet the requirements of a promotion, bundle offer, minimum-spend discount, or free-delivery offer, Her Veloura may recalculate the Order and deduct the value of the lost benefit from the refund, where permitted by law.

8.4 Her Veloura may refuse or deactivate a promotional code in cases of fraud, misuse, technical error, or violation of the applicable promotional conditions.

9. Payment

9.1 Payment is due when the Order is placed, unless another payment arrangement is expressly offered at checkout.

9.2 Available payment methods are displayed on the Site during checkout.

9.3 Payments may be processed by independent payment service providers. The Customer may also be subject to the terms and privacy policies of the selected payment provider.

9.4 Her Veloura does not directly store complete credit-card or bank-account details where payment processing is handled by a third-party provider.

9.5 The Customer is responsible for ensuring that sufficient funds are available and that the payment information provided is correct.

9.6 If payment is declined, reversed, cancelled, or otherwise unsuccessful, Her Veloura may suspend or cancel the Order.

9.7 Any refund will ordinarily be issued through the same payment method used for the original transaction, unless the Customer expressly agrees otherwise.

10. Availability

10.1 All Products are offered subject to availability.

10.2 If a Product becomes unavailable after an Order has been placed, Her Veloura will inform the Customer without undue delay.

10.3 The Customer may choose, where available, between:

• waiting for the Product to become available;
• selecting a suitable replacement;
• receiving a refund for the unavailable Product; or
• cancelling the entire Order where partial delivery would not be reasonable.

10.4 Her Veloura will not replace a Product with a materially different Product without the Customer’s consent.

11. Delivery

11.1 Available delivery destinations, delivery methods, delivery costs, and estimated delivery times are displayed on the Site or during checkout.

11.2 Delivery times are estimates unless Her Veloura has expressly agreed to a fixed or guaranteed delivery date.

11.3 Unless another delivery period has been agreed, Her Veloura will deliver the Order without undue delay and no later than 30 days after the Agreement has been concluded.

11.4 If Her Veloura cannot deliver within the agreed period, the Customer may request delivery within an additional reasonable period. If Her Veloura does not deliver within that additional period, the Customer may terminate the Agreement and receive a refund.

11.5 An additional delivery period is not required where:

• Her Veloura has refused to deliver;
• delivery by the agreed date was essential considering the circumstances; or
• the Customer informed Her Veloura before placing the Order that delivery by a specific date was essential.

11.6 The Customer must provide a complete and correct delivery address and must reasonably cooperate with delivery.

11.7 If delivery fails because the Customer supplied an incorrect or incomplete address, refused delivery without a valid legal reason, or failed to collect the parcel, Her Veloura may charge the Customer the reasonable additional costs of reshipping or processing the returned parcel.

11.8 Her Veloura remains responsible for loss of or damage to the Products during transport until the Customer, or a third party designated by the Customer other than the carrier, physically receives them.

11.9 If the Customer independently appoints a carrier that was not offered by Her Veloura, the risk may transfer when the Products are handed to that carrier.

11.10 The Customer should inspect the parcel following delivery and report visible damage, missing Products, or incorrect Products to info@her-veloura.com as soon as reasonably possible. A delayed report does not automatically remove any statutory rights.

11.11 Her Veloura may deliver an Order in separate parcels where reasonably necessary. The Customer will not be charged additional delivery costs unless agreed in advance.

12. Right of Withdrawal

12.1 A Consumer generally has the right to withdraw from an online purchase without providing a reason.

12.2 The statutory Withdrawal Period expires 14 days after:

• the day on which the Customer or a designated third party other than the carrier receives the Product;
• the day on which the last Product is received, where multiple Products from one Order are delivered separately;
• the day on which the last part or component is received, where a Product consists of multiple parts; or
• the day on which the first Product is received, in the case of a contract for regular delivery of Products during a defined period.

12.3 To exercise the right of withdrawal, the Customer must inform Her Veloura of the decision to withdraw before the Withdrawal Period expires.

The Customer may do this by:

• emailing info@her-veloura.com;
• using the model withdrawal form included at the end of these Terms; or
• using the online withdrawal function available on the Site.

12.4 The Customer may make any other clear statement that unambiguously communicates the decision to withdraw.

12.5 When the Customer uses the online withdrawal function, Her Veloura will provide electronic confirmation of receipt without undue delay.

12.6 It is sufficient for the Customer to send the withdrawal notification before the Withdrawal Period expires.

12.7 If Her Veloura fails to provide the legally required information about the right of withdrawal, the Withdrawal Period may be extended in accordance with applicable law.

13. Return of Products Following Withdrawal

13.1 After notifying Her Veloura of the withdrawal, the Customer must return the Products without undue delay and no later than 14 days after sending the withdrawal notification.

13.2 Products must be returned to:

Her Veloura

13.3 The return deadline is met if the Customer sends the Products before the 14-day return period expires.

13.4 The Customer bears the direct cost of returning Products after exercising the right of withdrawal, unless:

• Her Veloura has agreed to pay the return costs;
• Her Veloura failed to inform the Customer before purchase that the Customer would bear those costs; or
• the Product is defective, damaged, incorrect, or otherwise non-conforming.

13.5 The Customer may inspect and handle a Product only to the extent reasonably necessary to establish its nature, characteristics, and functioning, in the same way the Customer would be permitted to examine it in a physical store.

13.6 The Customer may be responsible for any reduction in the Product’s value resulting from handling beyond what was reasonably necessary for that inspection.

13.7 Customers are requested to return Products, where reasonably possible, with their original accessories, labels, instructions, and packaging. The absence of the original packaging does not by itself remove the statutory right of withdrawal.

13.8 The Customer is advised to use a trackable shipping method and retain proof of postage until the return has been processed.

14. Refunds Following Withdrawal

14.1 Following a valid withdrawal, Her Veloura will refund all payments received for the withdrawn Products, including the cost of the least expensive standard delivery method offered for the original Order.

14.2 Additional costs resulting from the Customer choosing a more expensive delivery method than the least expensive standard option will not be refunded.

14.3 Her Veloura will issue the refund without undue delay and no later than 14 days after receiving the Customer’s withdrawal notification.

14.4 Her Veloura may withhold the refund until:

• the returned Products have been received; or
• the Customer provides evidence that the Products have been sent back,

whichever occurs first.

14.5 Refunds will ordinarily be issued through the same payment method used for the original Order, unless the Customer expressly agrees to another method.

14.6 Her Veloura will not charge a fee solely for processing a statutory refund.

15. Exceptions to the Right of Withdrawal

15.1 The right of withdrawal may not apply to certain Products where an exception is permitted by law.

15.2 Relevant exceptions may include:

• Products made according to the Customer’s specifications;
• clearly personalised Products;
• Products that are liable to deteriorate or expire rapidly;
• sealed Products that are unsuitable for return for health-protection or hygiene reasons after the seal has been broken;
• Products that, after delivery, have been inseparably mixed with other items; and
• sealed audio recordings, video recordings, or computer software after the seal has been broken.

15.3 An exception applies only where the legal requirements for that exception have been met.

15.4 Where a Product is excluded from the right of withdrawal, Her Veloura will inform the Customer before the Order is placed.

15.5 Defective or non-conforming Products remain covered by the Customer’s statutory rights, even where the ordinary right of withdrawal does not apply.

16. Voluntary or Extended Return Policies

16.1 Her Veloura may offer a voluntary return period that is longer than the statutory Withdrawal Period.

16.2 Any voluntary return policy and its conditions will be stated separately on the Site.

16.3 Her Veloura may impose reasonable additional conditions on a voluntary return period, such as requiring the Product to be unused, unworn, undamaged, and returned in its original packaging.

16.4 A voluntary return policy does not limit or replace the Customer’s statutory rights.

17. Statutory Conformity and Defective Products

17.1 Her Veloura is legally responsible for ensuring that Products comply with the Agreement and possess the qualities that a Consumer may reasonably expect.

17.2 A Product may be considered non-conforming where, for example, it:

• does not match its description;
• is not the correct type, quantity, quality, size, or colour;
• is not suitable for its normal intended purpose;
• is not suitable for a specific purpose accepted by Her Veloura before purchase;
• does not possess the durability or performance a Consumer may reasonably expect;
• is supplied without required accessories or instructions; or
• becomes defective earlier than a Consumer could reasonably expect under normal use.

17.3 The duration of the statutory conformity obligation is not limited by any shorter commercial warranty. It depends on factors including the nature, price, expected lifespan, statements, and intended use of the Product.

17.4 Customers should report a suspected defect to info@her-veloura.com within a reasonable time after discovering it and provide:

• the Order number;
• a description of the issue; and
• photographs or videos where reasonably helpful.

17.5 Her Veloura may ask the Customer to return the Product for inspection. Reasonable return costs for a defective or non-conforming Product will be borne by Her Veloura.

17.6 Where a Product is non-conforming, the Customer may be entitled to free repair or replacement within a reasonable period and without significant inconvenience.

17.7 Where repair or replacement is impossible, disproportionate, unsuccessful, not completed within a reasonable period, or cannot be provided without significant inconvenience, the Customer may be entitled to:

• an appropriate reduction in price; or
• termination of the Agreement and a refund.

17.8 The Customer may not be entitled to terminate the Agreement where the lack of conformity is minor.

17.9 These rights do not apply where the issue results from:

• normal wear and tear;
• accidental damage after delivery;
• improper use or storage;
• failure to follow reasonable care or usage instructions;
• unauthorised modification or repair;
• use for a purpose for which the Product was clearly not intended; or
• a characteristic or defect that was clearly disclosed and expressly accepted before purchase.

17.10 Any manufacturer’s or commercial warranty is additional to, and does not replace or restrict, the Customer’s statutory rights.

18. Complaints

18.1 Complaints about an Order, Product, delivery, refund, or customer-service experience may be sent to info@her-veloura.com.

18.2 The Customer should include sufficient information to allow Her Veloura to investigate the complaint, including the Order number and a clear description of the issue.

18.3 Her Veloura will acknowledge and investigate complaints within a reasonable period and will aim to provide a substantive response within 14 days.

18.4 If more time is reasonably required, Her Veloura will inform the Customer and provide an indication of when a response can be expected.

18.5 The parties will first attempt to resolve any dispute amicably.

19. Customer Responsibilities

19.1 The Customer is responsible for using and maintaining Products in accordance with their intended purpose and any instructions provided.

19.2 Before purchasing or using a Product, the Customer must review relevant sizing, materials, ingredients, warnings, compatibility information, and care instructions.

19.3 The Customer must not use a Product unlawfully or in a way that could reasonably cause injury or damage.

19.4 This Article does not limit Her Veloura’s responsibility for providing accurate product information or supplying conforming Products.

20. Liability

20.1 Her Veloura is liable for loss suffered by the Customer where that loss is the direct and reasonably foreseeable result of Her Veloura’s failure to perform the Agreement or comply with applicable law.

20.2 To the extent permitted by law, Her Veloura is not responsible for:

• indirect or consequential commercial loss suffered by a Consumer;
• loss resulting from improper or unintended use of a Product;
• loss resulting from failure to follow warnings or instructions;
• damage caused by unauthorised modification or repair;
• delays or failures caused by incorrect information supplied by the Customer; or
• circumstances outside Her Veloura’s reasonable control.

20.3 Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by law, including liability arising from intentional misconduct, gross negligence, death, personal injury, or mandatory product-safety obligations.

20.4 Nothing in this Article limits the Customer’s statutory rights relating to defective or non-conforming Products.

21. Force Majeure

21.1 Her Veloura is not liable for a delay or failure to perform an obligation caused by circumstances outside its reasonable control.

21.2 Such circumstances may include:

• natural disasters;
• fire or flooding;
• war, terrorism, or civil unrest;
• epidemics or pandemics;
• government restrictions;
• strikes or industrial action;
• transport or carrier disruptions;
• interruptions to energy, telecommunications, or payment systems;
• import or export restrictions; and
• serious supplier or manufacturing failures outside Her Veloura’s reasonable control.

21.3 Her Veloura will take reasonable steps to minimise the consequences and will inform affected Customers where appropriate.

21.4 If performance becomes permanently impossible, or a delay justifies termination under applicable consumer law, the Customer may terminate the affected part of the Agreement and receive a refund for Products not delivered.

22. Intellectual Property

22.1 All content made available through the Site, including text, photographs, videos, illustrations, designs, graphics, logos, trade names, product descriptions, and website layouts, is owned by or licensed to Her Veloura.

22.2 The content is protected by applicable intellectual-property laws.

22.3 Customers may access and use the Site only for personal and non-commercial purposes.

22.4 Without prior written permission, no person may reproduce, republish, distribute, sell, modify, scrape, commercially exploit, or create derivative works from Site content, except where permitted by mandatory law.

22.5 Third-party trademarks and materials remain the property of their respective owners.

23. Personal Data and Privacy

23.1 Her Veloura processes personal data in accordance with applicable data-protection law and its Privacy Policy.

23.2 Personal data may be processed for purposes including:

• processing and delivering Orders;
• handling payments, returns, and refunds;
• providing customer support;
• preventing fraud and misuse;
• complying with legal and tax obligations; and
• sending marketing communications where a valid legal basis exists.

23.3 Placing an Order does not automatically constitute consent to receive unrelated marketing communications.

23.4 Further information about the categories of personal data processed, purposes, legal bases, retention periods, recipients, international transfers, and Customer rights is provided in the Privacy Policy available on the Site.

24. SMS and Mobile Message Marketing

24.1 Her Veloura may operate an optional SMS or mobile-message marketing programme.

24.2 Customers will receive promotional mobile messages only after providing the consent required by applicable law.

24.3 Consent to receive marketing messages is not a condition of purchasing a Product.

24.4 By subscribing, the Customer authorises Her Veloura and its service providers to send recurring promotional or informational messages to the telephone number provided.

24.5 Message frequency may vary. Standard message and data rates charged by the Customer’s mobile provider may apply.

24.6 Customers may unsubscribe at any time by replying STOP to a marketing message or by contacting info@her-veloura.com.

24.7 After opting out, the Customer may receive one final message confirming the unsubscribe request.

24.8 Customers may reply HELP or contact info@her-veloura.com for assistance.

24.9 Customers must be the account holder for the telephone number used, or have permission from the account holder.

24.10 Mobile carriers are not responsible for delayed or undelivered messages.

24.11 Her Veloura may modify, suspend, or discontinue the mobile-message programme. Where legally required, Customers will be informed of material changes.

24.12 Transactional messages relating to an Order, payment, delivery, security, or customer-service request are separate from marketing messages and may still be sent where necessary to perform the Agreement or comply with law.

25. Governing Law and Disputes

25.1 These Terms and Agreements concluded under them are governed by Dutch law.

25.2 This choice of law does not deprive a Consumer residing outside the Netherlands of mandatory consumer protections that apply in the Consumer’s country of habitual residence.

25.3 The parties will first attempt to resolve disputes amicably by contacting one another and providing a reasonable opportunity to propose a solution.

25.4 Disputes may be submitted to the competent court in accordance with applicable national and international jurisdiction rules.

25.5 Nothing in these Terms requires a Consumer to give up any mandatory right to bring proceedings before a court that has jurisdiction under applicable consumer law.

26. Amendments to These Terms

26.1 Her Veloura may update these Terms from time to time, for example because of changes to its business, Products, services, or applicable law.

26.2 The version in effect when the Customer places an Order applies to that Order.

26.3 Changes will not apply retroactively to an existing Order unless required by law or expressly agreed with the Customer.

26.4 The current version will be published on the Site together with its effective date.

27. Customer Service

For questions, complaints, returns, or other customer-service matters, contact:

Email: info@her-veloura.com