Terms & Conditions

Validity of contract

By making a purchase on Veolin's website, you enter into a legally binding agreement with Veolin, provided you are at least 18 years old. If you would like to enter into another type of agreement, please contact us before completing your purchase. Once you have placed your order, Veolin will send an order confirmation to the email address in your customer profile. It is your responsibility to provide a valid email address and to check the order confirmation carefully for any errors. If you need to change any details in your order, please contact us immediately. Once a custom-made product has been cut and production has started, no further changes can be made. You can view your order status at any time through your customer account. When your order has been shipped, we will send a confirmation email, including tracking information where available. The contract is considered concluded when you receive the goods.

Delivery

During the order process, you will be informed of the estimated delivery time for your order. This estimate is based on the current production queue and the time it usually takes to send an order from our production in Sri Lanka to your address.

The delivery time cannot be guaranteed, as it is only an estimate. We continuously monitor production, air freight, and final delivery, and we always work to deliver your order as soon as possible. Veolin cannot be held responsible for losses, inconvenience, costs, or other damages resulting from late deliveries.

We will charge you $40 for packages that are not accepted/picked up/returned to us to cover the costs of handling. To avoid this charge, always pick up your order within 7 days of delivery to your post office or package agent.

For our Norwegian customers: Please note that packages not picked up within the specified time frame will be considered abandoned and may be subject to destruction. To avoid any inconvenience, kindly ensure timely retrieval of your order within the stipulated 7-day period.

When your order is handed over to your local carrier, you will receive an automatic email from us with a tracking link. You can also follow your order status by logging in to “My Page”.

Right of withdrawal

You have a right to withdraw from the agreement at any time before the expiry of a period of 14 days beginning with the day after the day on which you receive the goods without giving a reason. You must return any goods supplied at your own expense if you cancel the contract. Goods made to the consumer's specifications, such as curtains, are excluded from the right of withdrawal, even if they are ordered in a standard size.

Return goods should be sent to the following address:

Veolin
Garnisonsgatan 48
254 66 Helsingborg
Sweden

Complaint

You have the right to make a complaint about your product for three (3) years. Any defect should be reported as soon as possible, or as soon as it should reasonably have been discovered. Reporting a defect within two (2) months is considered to be within a reasonable time. During the first six (6) months, the trader must prove that the defect was not present from the beginning. After that period, it is the buyer's responsibility to show that the defect was present originally or is the result of a production fault. You must inform us if your product is defective, how it is defective, or if there has been a delay. We reserve the right to repair or replace a product without further justification. Many cases can be resolved by sending photos to our customer support. If Veolin needs the product returned, Veolin will provide the buyer with a return form and cover the shipping costs.

Tolerances

Veolin's custom-made products are always made to the measurements you provide. When you use our measurement guide, the measurements are calculated based on your input and the preferences you select. As all our products are handmade, slight variations in measurements may occur. Products made from different rolls of fabric may vary slightly in colour due to normal variations in the dyeing process. If you experience any other issues, please contact us so we can find a solution together.

Conformance

The product shown is a visualization only. The final product may vary somewhat in construction and colour. Colour perception can vary from screen to screen, so the images are intended as a guide rather than an exact colour reference. To see and feel the individual fabrics, we recommend ordering fabric samples.

Warranty

If the measurements or design of the custom-made product you ordered do not match your order for reasons other than those mentioned above, we will offer you a new product free of charge by crediting your customer account. Please note that unused credits on your Veolin customer account expire after one year. Veolin also covers the cost of return shipping, provided that you return the custom-made product in the same box it was delivered in and use the lowest-cost shipping method available. It is the customer's responsibility to provide the correct measurements when ordering.

Service

Our ambition is to keep our overhead costs at a minimum in order to maintain low and attractive prices to our customers. One implication of this is that we have no customer support by phone. We handle all customer contacts by e-mail and we are committed to reply to all questions within 24 hours Monday to Friday. Please fill out the form in the section Customer Service for the fastest response.

Personal information

Veolin is responsible for the personal data provided by our customers. Your personal data is used only for internal purposes, and neither your personal details nor your email address will be shared with third parties. Read more about our privacy policy here.

Legal disputes

Potential legal disputes will be resolved either through the Swedish National Board for Consumer Disputes (ARN) in Sweden or through the European Commission Online Dispute Resolution (EU ODR).

ARN: http://www.arn.se/
ARN for other languages: http://www.arn.se/other-languages/
EU ODR: http://ec.europa.eu/odr

Force Majeure

In the event of force majeure, the agreement may either be regarded as legally cancelled, with neither the customer nor Veolin entitled to compensation, or the delivery time may be extended for the duration of the force majeure event. Veolin considers force majeure to include war, mobilisation, acts of terrorism, blockades, labour disputes, transport disruptions, trade policy measures, new or amended legislation, strikes, non-delivery or delayed delivery from suppliers, natural disasters, and any other circumstances beyond our control.