Returns & withdrawal
At Vela Air, we want your experience to be simple, clear, and reassuring.
This page explains the return, withdrawal, and refund conditions applicable to orders placed on vela-air.com.
1. Right of withdrawal period
In accordance with the rules applicable to distance selling, you have a period of 14 days from the receipt of your order to exercise your right of withdrawal, without having to justify your decision.
If your order contains several products delivered separately, the 14-day period runs from the receipt of the last product.
2. How to exercise your right of withdrawal
To exercise your right of withdrawal, you can contact us at the following address:
Please include in your message:
- your first and last name;
- your order email address;
- your order number;
- the product concerned;
- the date of receipt;
- your wish to withdraw.
You can also use the withdrawal form available on our website.
3. Online withdrawal functionality
To simplify your process, a dedicated page allows you to request a withdrawal directly online.
Link to be created in the footer:
Request a return
or
Exercise my right of withdrawal
From June 19, 2026, professionals offering distance contracts via an online interface must provide a functionality allowing the consumer to exercise their right of withdrawal online.
4. Return conditions
To be accepted, the returned product must be:
- complete;
- clean;
- undamaged;
- accompanied by its potential accessories;
- returned in a condition allowing its resale.
The product must not have been used excessively or deteriorated.
We reserve the right to refuse a return or apply a deduction if the product is returned damaged, incomplete, or in a condition that does not allow its resale.
5. Return costs
Return costs are the responsibility of the customer, except in case of:
- an error on our part;
- a defective product received;
- a product not conforming to the order.
If the return is related to an error on our part or a confirmed defect, we will inform you of the procedure to follow.
6. Return address
The return address will be communicated by email after validation of your return request.
Please do not return a product without having received our instructions beforehand.
7. Product return period
After informing us of your decision to withdraw, you must return the product as soon as possible and, in principle, within a maximum of 14 days.
The package must be properly protected to prevent any damage during transport.
8. Refund
After receipt and verification of the returned product, we will proceed with the refund according to the payment method used during the order.
The refund covers the price of the returned product and, where applicable, the initial standard delivery costs.
Additional costs related to an express or special delivery method chosen by the customer may not be refunded.
The refund may be deferred until receipt of the returned product or until receipt of proof of shipment of the return.
9. Defective or non-conforming product received
If you receive a defective, damaged, or non-conforming product to your order, contact us quickly at:
Please include:
- your order number;
- a description of the problem;
- photos or videos of the product;
- a photo of the packaging if the package is damaged.
After verification, we will offer you a suitable solution:
- replacement;
- refund;
- new shipment;
- or another solution depending on the situation.
10. Legal guarantee of conformity
Products sold on vela-air.com benefit from applicable legal guarantees, including the legal guarantee of conformity.
For goods purchased from a professional, the consumer benefits from a period of 2 years to request the application of the legal guarantee of conformity.
This guarantee applies in particular if the product:
- does not match the description;
- does not function normally;
- has a defect of conformity;
- does not possess the advertised qualities.
In case of a request related to the legal guarantee of conformity, contact us at:
11. Possible exceptions to the right of withdrawal
Certain products may be excluded from the right of withdrawal in cases provided by law, including certain personalized, sealed products or those that cannot be returned for hygiene or health protection reasons after opening.
If an exception concerns a product sold on our site, it will be clearly indicated on the product page or at the time of order.
12. Exchanges
For now, we do not guarantee direct exchanges.
If you wish to change the color or model, contact us at:
Depending on the status of your order and product availability, we will inform you of the possible solution.
13. Order already shipped
If your order has already been shipped, we cannot guarantee its immediate cancellation.
You may, however, exercise your right of withdrawal after receiving the package, according to the conditions indicated on this page.
14. Return contact
For any return, withdrawal, or refund request, contact us at:
Please include your order number so that we can process your request more quickly.
Our French-speaking customer service will respond within 24 to 48 business hours.