Refund policy

If something is wrong with your order, contact hello@studiovelo3d.com. We will help you find a solution.

Changing your mind

For eligible consumer purchases, you may withdraw without giving a reason within 14 days, starting the day after you receive the goods. For goods from one order delivered separately, the period starts after the last item arrives. Tell us clearly by email before the period ends, then send the goods back within 14 days of your notice. You do not need our permission to exercise this right.

Checking your product

You may inspect a product as you would in a shop. Handling beyond what is necessary to establish its nature, characteristics and functioning may result in a deduction for diminished value; it does not automatically remove your right to withdraw. Please return all supplied parts and use protective packaging.
Our standard products are made on demand. This alone does not exclude them from withdrawal. Any legal exception for genuinely personalised or custom-made goods must apply to the specific order and be explained before purchase.

Return costs

You pay the direct cost of a change-of-mind return. Request a return from your account at account.studiovelo3d.com, or email hello@studiovelo3d.com for the return destination and instructions. Where goods are faulty or incorrect, we cover the necessary costs of the remedy required by law.

Your refund

We refund eligible withdrawal payments within 14 days of receiving your notice, using the original payment method unless agreed otherwise. We may withhold payment until we receive the goods or evidence you sent them, whichever comes first. For withdrawal from the whole order, we also refund standard outbound delivery costs. Extra charges for a more expensive delivery option are not refundable.

Faulty, damaged or incorrect goods

Tell us as soon as reasonably possible, with your order number and a description. Photos help but do not replace your legal rights. Our policy does not impose a 7-day deadline or limit statutory remedies. Depending on the circumstances, these can include repair, replacement, a price reduction or a refund.

Warranty

We provide a 2-year commercial warranty against manufacturing defects under normal use. It excludes damage caused by misuse, modification or improper installation. This additional warranty does not restrict statutory conformity rights, which in the Netherlands may last longer than two years depending on the product's reasonable expected lifespan.

Withdrawal notice

You may use this wording by email; using it is optional:
To Bemo Collective / StudioVelo3D, hello@studiovelo3d.com:
I hereby give notice that I withdraw from my contract for the following goods: [goods].
Ordered on: [date]. Received on: [date].
Name: [name]. Address: [address].
Date: [date]. Signature: [only if sent on paper].

Questions? Email hello@studiovelo3d.com. We aim to reply within 24 hours.

Last updated: 26 September 2026