Terms & Conditions

Validity of contract

By making a purchase via Veolin's website (hereafter called website), the following agreement between the customer (you) with a minimum age of 18 years and the retailer (Veolin) is legally binding until further notice. For other types of agreements, please contact us before completing your purchase. As soon as the order has been placed by you, Veolin will send out a confirmation email to the email address stated in your customer profile. It is your responsibility to provide a functioning address and check the order confirmation thoroughly for possible errors. It is important that you contact us immediately in case you wish to change or correct any details in your order. Once a custom-made product has been cut (i.e. production has started), no further changes can be applied. Information about the status of the order is accessible via the customer's account at any time. As soon as the order has been shipped, a confirmation email containing possible tracking links is sent to the customer. Upon the receipt of the goods through the customer, the contract is regarded as concluded.

Delivery

During the order process you will be informed about the estimated delivery time for your order. This estimate is based on current production queue and the actual 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 a calculated estimate. We are constantly monitoring production, air freight and final delivery and are always working hard to deliver your order as soon as possible. Veolin cannot be held responsible for losses, inconveniences, costs or other damages resulting from late deliveries.

We will charge you €35 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 dispatcher you will get an automatic e-mail from us with a tracking link. Your order progress can also be followed 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 (e.g. curtains) are excluded from the right of withdrawal (even if they are ordered as 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 file a complaint on your product for three (3) years. You should report any defect as soon as possible or as soon as the error should have been discovered. To file a complaint on the product within two (2) months is to be regarded as fair. The trader has to prove if the defect was not originally there the first six (6) months. After this period, it is the buyer's responsibility to verify that the error was there originally or is the result of a production error. You have to inform us if your product is defective and in which ways or that there is an appropriate delay. We reserve the right to repair or re-deliver a product without having to motivate this. A lot of cases can be resolved using provided pictures to our customer service. In those cases Veolin needs the product in return, Veolin will provide the buyer with a return form and will be covering the shipping expenses.

Tolerances

Veolin's custom-made products are always made to the measurements stated by you. When using our measurement guide and configurator, the measurements are calculated using your input and the preferences chosen by you. We generally accept a slight variance in measurements given that all our products are handmade. Products made from different rolls of fabric may differ slightly in shade of color due to normal variations in the dyeing process. Should any other problems occur, please contact us so we can find a solution together.

Conformance

The final product may vary somewhat in construction and color. The perception of colours can vary from display to display. Therefore, the images do not reference to an exact color but have a guiding function only. In order 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 correspond with your order for reasons other than mentioned above, we will offer you a new product free of charge by crediting your customer account. Please note that unused credits on your customer account will expire after one year. Veolin also takes responsibility for the cost of return shipments under the condition that you return the custom-made product in the same box as it was delivered in and send with the cheapest possible shipping method. Furthermore, it is the customer's responsibility to state 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 integrity of the personal information given by our customers. Your personal information is only used for internal purposes and neither your personal details nor your e-mail address will be given to third parties. Read more about our privacy policy here.

Legal disputes

Potential legal disputes will be solved 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 case of force majeure the agreement can either be considered as judicially canceled with neither customer nor Veolin being entitled to any compensation or the delivery time(s) can be extended with the currency of the force majeure. Veolin considers force majeure as: war, mobilization, terror acts, blockade stagnation of work, transport obstructions, measures of commercial policy, new or amended legislation, strikes, the non-delivery or non due deliveries of the goods by suppliers to Veolin, natural catastrophes and any circumstances, events and circumstances that are beyond our control.