Terms & Conditions
Last updated: May 2026
§1 Scope
These Terms and Conditions apply to all contracts concluded via the VELTELO online shop (veltelo.com) between VELTELO (seller) and the buyer (consumer or business). Deviating terms of the buyer are not recognised unless the seller expressly agrees to their validity in writing.
§2 Contracting Party
The purchase contract is concluded with VELTELO, registered in the Bulgarian commercial register. Contact: support@veltelo.com. Our customer service is available on weekdays from 9 am to 6 pm.
§3 Prices & Payment
All prices are final prices in Euro (€). For shipments up to €150, the import VAT declared via the IOSS scheme is already included in the price; VAT is not shown separately on our invoices. We do not offer products over €150. Payment is processed by Stripe. Accepted methods: credit card (Visa, Mastercard, Amex), PayPal, Klarna, SEPA direct debit. The invoice amount is charged immediately after the order. Stripe processes your payment data to the highest security standards (PCI-DSS Level 1).
§4 Delivery
We deliver within the EU. Delivery time is generally 15–25 business days after payment. Standard shipping is free for orders of €49.00 or more. For orders under €49.00, a flat shipping fee of €4.90 applies. Express delivery (10–18 business days) is available for an additional €7.90. All orders receive a tracking number by email.
§4a Customs & Import Duties
Our products are shipped directly from the supplier (predominantly from Asia). For shipments with a customs value up to €150, no import duties apply in the EU as a rule. For products exceeding €150, additional EU import duties (5–12% depending on product category) and import VAT may apply, collected directly from the recipient by the relevant customs office. These charges are not included in the product price and are outside our control. The buyer is responsible for paying any applicable customs fees. → FAQ section
§5 Right of Withdrawal
You have the right to withdraw from this contract within 30 days without giving any reason. The withdrawal period is 30 days from the day on which you or a third party designated by you, other than the carrier, took possession of the goods. For defective or incorrectly delivered products, we cover the return shipping costs. For other returns (e.g. change of mind), the buyer bears the return shipping costs. → Withdrawal Policy
§6 Warranty
The statutory warranty rights apply. The warranty period is 2 years from the date of delivery. In case of defects, you have the right to supplementary performance (repair or replacement), and if this fails, to a price reduction or withdrawal. Wear and tear from improper use is excluded from the warranty.
§7 Privacy
The collection and processing of your personal data is carried out in accordance with our Privacy Policy and in compliance with the General Data Protection Regulation (GDPR). Your data is used exclusively for order processing and is not passed on to third parties without your consent, unless this is required to fulfil the contract.
§8 Dispute Resolution
The European Commission provides a platform for online dispute resolution (ODR) at https://ec.europa.eu/consumers/odr. We are not obligated or willing to participate in dispute resolution proceedings before a consumer arbitration board, but we do take part in voluntary attempts to reach an agreement.
§9 Applicable Law
The law of the Republic of Bulgaria applies, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). Consumers in other EU member states additionally enjoy the protection of the mandatory consumer protection provisions of their home country. The place of jurisdiction for merchants and legal entities under public law is Sofia, Bulgaria.