REFUND POLICY | VELION HAIR

Last updated: 9 August 2026

Velion Hair is a brand operated by Layered Lines 3D, a business registered in the Netherlands. References in this Refund Policy to “Velion Hair”, “Seller”, “we”, “our” or “us” therefore refer to Layered Lines 3D operating under the Velion Hair brand.

  • Legal business name: Layered Lines 3D
  • Brand name: Velion Hair
  • Chamber of Commerce (KvK): 95447024
  • VAT number: NL005154011B53
  • Contact: info@velionhair.com
  • Website: velionhair.com

This Refund Policy explains how to withdraw from a purchase, return a product and request a refund. It applies to purchases made through our online shop and supplements our Terms of Service and Shipping Policy. Nothing in this Policy limits any mandatory rights that you have under applicable consumer law.

1. STATUTORY RIGHT OF WITHDRAWAL AND OUR 14-DAY RETURN PERIOD

Consumers in the European Union, European Economic Area and United Kingdom generally have a statutory right to withdraw from an online purchase of goods within 14 days without giving a reason.

For eligible Consumer purchases to which that statutory withdrawal right applies, we voluntarily extend the period in which you may notify us of your withdrawal from 14 days to 14 days. The 14-day period expires 14 days after the day on which you, or a third party designated by you other than the carrier, take physical possession of the goods.

If one order is delivered in several separate shipments, the period starts when the last item is received. If applicable law gives you a longer or stronger mandatory right, that right remains unaffected.

2. HOW TO START A RETURN

To exercise your right of withdrawal or request a return, inform us before the applicable deadline by an unequivocal statement. You may:

Please include:

  • your order number;
  • your name and contact details;
  • the product or products you wish to return; and
  • the reason for the return, if you wish to provide one. A reason is optional for a withdrawal.

You may use the model withdrawal form at the bottom of this page, but this is not mandatory. Sending your notice before the deadline is sufficient, even if we respond after that deadline. We will acknowledge an electronically submitted withdrawal without undue delay.

Please do not send a return before receiving our return instructions. We will provide the correct return address and any information reasonably needed to process the return.

3. RETURN DEADLINE AND PACKAGING

After notifying us of your withdrawal or approved return, send the product back without undue delay and no later than 14 days after your notice.

You are responsible for packaging the product securely so that it is not damaged in transit. Where reasonably possible, use the original packaging and protective materials. We recommend using a tracked shipping method and retaining proof of postage until the return has been completed.

For an ordinary change-of-mind return, you are responsible for the returned goods until they are delivered to us. This does not apply where we arrange or control the return shipment for a defective, damaged or incorrect product.

4. PRODUCT CONDITION AND INSPECTION

Returns notified within the statutory 14-day period

You may inspect the product only as you reasonably could in a physical shop to establish its nature, characteristics and functioning. You remain responsible for any diminished value caused by handling beyond what is necessary for that inspection.

Loading the Highlight Gun with hair colour, lightener, developer or another substance, using it on hair, staining it, modifying it, or subjecting it to chemical exposure will generally go beyond what is necessary to inspect it. If this causes a loss in value, we may make a proportionate deduction from the refund where permitted by law.

The absence of original packaging does not by itself remove a statutory right of withdrawal. However, you are responsible for packaging the return safely, and avoidable damage or loss in value may affect the refund.

5. RETURN SHIPPING COSTS

For a change-of-mind return or withdrawal, you bear the direct cost of returning the goods. We do not normally provide a free return label.

If the product is defective, damaged on arrival or not the product ordered, we will arrange or reimburse reasonable return shipping where required by applicable law. Contact us before sending such a product back so that we can provide the appropriate instructions.

Customers returning goods from outside the European Union should follow our customs instructions and clearly identify the parcel as returned goods where applicable. Additional charges caused by an incorrect or incomplete return declaration may be deducted only where legally permitted and where the customer is responsible for those charges.

6. REFUNDS

For a valid withdrawal, we will reimburse the amount paid for the returned product. If you withdraw from the entire order, we will also reimburse the cost of the least expensive standard delivery method that we offered for the original order. Any additional amount paid for express, premium or other upgraded delivery is not reimbursed unless required by law.

If you return only part of an order, the original delivery charge will be reimbursed only to the extent required by applicable law or where that charge would have been lower if the returned product had not been ordered.

We will issue the refund without undue delay and no later than 14 days after receiving your withdrawal notice. We may withhold the refund until we have received the returned goods or you have supplied evidence that you sent them back, whichever occurs first.

Refunds are made using the same payment method used for the original transaction unless we expressly agree otherwise. You will not be charged a fee for the refund.

If the returned product has diminished in value because of handling beyond what was necessary to inspect it, we may make a proportionate deduction where permitted by law. We will explain any deduction. We do not charge an automatic restocking or administrative fee.

For purchases made with a discount, the refund is based on the amount actually paid for the returned product. Promotional codes are not automatically reissued. Amounts paid using a gift card may be refunded to the original gift card or as replacement store credit, except where mandatory law requires another method.

7. EXCEPTIONS AND NON-RETURNABLE PRODUCTS

The statutory right of withdrawal does not apply where a legal exception applies, including goods made to the Consumer’s specifications or goods that are clearly personalised.

This may include custom-branded Highlight Guns, bespoke colours not offered as a standard option, and other products manufactured specifically to a customer’s individual specifications. Selecting a standard colour, nozzle or other standard option offered on the product page does not by itself make a product personalised.

Products that have been used, loaded with a substance, stained, modified, incompletely returned or damaged after delivery are not eligible for the voluntary return period from day 15 through day 30. During the statutory withdrawal period, such handling does not automatically remove the right of withdrawal, but it may result in a lawful deduction for diminished value.

Business customers do not have the statutory Consumer right of withdrawal. A return by a Business customer is accepted only where expressly agreed, required by applicable law, or necessary because the product is defective or does not conform to the contract.

Consumers outside the European Union, European Economic Area and United Kingdom retain any mandatory cancellation or return rights provided by the law applicable to them. We may agree to an additional voluntary return in writing on a case-by-case basis.

8. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

A product that arrives damaged, has a manufacturing defect or is not the product ordered is handled separately from an ordinary change-of-mind return. Your statutory conformity and warranty rights remain fully applicable.

Contact info@velionhair.com as soon as reasonably possible and include:

  • your order number;
  • a clear description of the problem; and
  • photographs or video of the product and, for transport damage, the packaging where reasonably possible.

For visible transport damage, contacting us preferably within seven days helps us investigate the shipment with the carrier. Reporting later does not by itself remove any statutory rights.

Depending on the circumstances and applicable law, the appropriate remedy may be repair, replacement, a proportionate price reduction or termination of the contract and a refund. We will not charge you reasonable return or redelivery costs for a valid claim where the law requires us to bear those costs.

Where a product is described as 3D-printed or manufactured in small batches, minor layer lines, seams, colour differences or texture variations inherent to that manufacturing method are not defects if they do not materially impair the product’s function, safety or conformity with its description.

9. CANCELLATIONS BEFORE DISPATCH, REFUSED DELIVERY AND UNCOLLECTED PARCELS

If you want to cancel an order before dispatch, contact us as soon as possible. We will try to stop processing or shipping, but cannot guarantee cancellation once fulfilment has begun. Your statutory right of withdrawal remains unaffected.

Refusing delivery or failing to collect a parcel does not by itself necessarily constitute a valid notice of withdrawal. Please also notify us through the online cancellation function or by email. Returned shipments and any reasonable direct costs caused by a refused or uncollected delivery are handled in accordance with our Shipping Policy and applicable law.

10. EXCHANGES

We do not guarantee direct exchanges. If you want another colour, nozzle or product variant, please contact us. We may ask you to return the original product in accordance with this Policy and place a new order for the replacement item.

This does not affect your right to a repair or replacement where a product is defective or does not conform to the contract.

11. CONTACT

For questions about a return, refund or a specific order, contact info@velionhair.com. Please include your order number where applicable. We aim to respond within two working days.

MODEL WITHDRAWAL FORM

Complete and return this form only if you wish to withdraw from the contract. You may also send the same information in your own words or use the online cancellation function on our website.

To: Layered Lines 3D, operating under the Velion Hair brand
Email: info@velionhair.com

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:

Product(s):
Order number:
Ordered on / received on:
Name of Consumer(s):
Address of Consumer(s):
Signature of Consumer(s) (only if this form is submitted on paper):
Date:

Delete as appropriate.

Layered Lines 3D — operating under the Velion Hair brand
Chamber of Commerce (KvK): 95447024
VAT number: NL005154011B53
info@velionhair.com
velionhair.com