Product Warranty

Vélaire Product Warranty

At Vélaire, we want every product to look and feel flawless from the very first wear. If a problem does arise, you are protected by the statutory guarantee of conformity and our commitment to resolve it quickly.

How long the warranty is valid

All Vélaire products are covered by a 2-year statutory guarantee of conformity from the date of delivery, in accordance with Directive (EU) 2019/771 and the applicable Bulgarian legislation on the sale of goods to consumers.

If the defect appears within the first year after delivery, it is presumed to have existed at the time of delivery, so you do not need to prove it.

What the warranty covers

The warranty covers any lack of conformity of the product, for example:

• seams coming undone or threads pulled during manufacturing;
• elastic that tears, stretches or comes unstuck through no external cause;
• defective snap fasteners, hooks, zippers or straps;
• fabric that is damaged, faded or deformed despite the product being worn and cared for properly;
• the wrong product delivered (a different model, color or size from the one ordered);
• a product damaged during shipping.

What the warranty does not cover

• normal wear and tear that naturally occurs over time with any textile item;
• damage caused by improper washing or care (see the recommendations below);
• snags, cuts, burns or other accidental damage;
• products altered, tailored or repaired by anyone other than Vélaire;
• stains or discoloration from deodorant, perfume, self-tanner, creams or oils.

Doesn’t the size fit? This is not a defect, but we’ll resolve it anyway: at Vélaire, size exchanges are free. Write to us and we’ll send you the right size.

What you’ll receive if the product is defective

Depending on the situation and your choice:

1. A replacement with a new product in the same model and size (or a different size if you prefer);
2. if a replacement is not possible – a proportionate price reduction or a full refund for the product.

All solutions are free of charge for you, including delivery. We process your request within 15 calendar days from the date you notify us. Usually, much faster.

How to make a warranty claim

1. Write to us by email at velairero@gmail.com.
2. Send us: your order number, a few clear photos of the defect and a brief description of the problem.
3. We’ll reply within 2 business days and let you know the next steps. If you need to send us the product, we’ll arrange the courier.
4. You’ll receive a new product or your money back, depending on your choice.

Business hours: Monday – Friday, 09:00 – 15:00. Messages received outside business hours will be answered on the next business day.

Warranty or return?

The warranty applies to defective products.

If the product is not defective but you have changed your mind, you can exercise your right to withdraw within 14 days of receiving it, in accordance with the Consumer Protection Act. For hygiene reasons, returned products must be unworn, free of deodorant or perfume marks and have their tags attached. Return shipping costs are borne by the customer. You’ll find all the details on the Returns Policy page.

How to care for your Vélaire products

To help your shapewear retain its shape and compression for as long as possible:

• wash by hand or in a washing machine on a delicate cycle at a maximum of 30°C, in a protective bag;
• do not use bleach or fabric softener;
• do not wring or tumble dry: air-dry the product away from heat sources;
• do not iron the product;
• wait until deodorant and creams have been fully absorbed before putting it on.

Contact details

MASTER GOLD STAR SRL
Tax Identification Number (CUI): RO30910008 · Trade Register No.: J2012001770295
Registered office: Str. Teleajenului nr. 564, Ploieștiori, jud. Prahova, România
Email: velairero@gmail.com

For more information about your rights, you can also visit the website of the Consumer Protection Commission (CPC): www.kzp.bg.