Returns and Refunds
Returns & Refunds
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*Custom-made products cannot be returned.
This applies to custom-made helmets, interchangeable shells, and browbands.
When you choose your own colours, glitter finish, stones, or other personalisations and the product is manufactured specifically for you (such as a GLAM shell or personalised browband), your right of withdrawal does not apply.
We have a 30-day return policy. This means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, you can contact us at info@visolde.com. Please note that returns must be sent to the following address: Ambachtstraat 36, 2751 GP Moerkapelle, The Netherlands.
If your return is accepted, we will send you a return shipping label together with instructions on how and where to send your package. Items returned without first requesting a return will not be accepted.
If you have any questions about returns, you can always contact us at info@visolde.com.
Damage and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. This allows us to evaluate the issue and make it right.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care products (such as beauty products). We also do not accept returns of hazardous materials, flammable liquids, or gases. Please contact us if you have questions or concerns about your specific item.
Sale items and gift cards cannot be returned.
Exchanges
The fastest way to get the item you want is to return the item you have and purchase the new item separately once your return has been accepted.
14-Day European Union Cooling-Off Period
Notwithstanding the above, if the goods are shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification (except for products described above). As stated above, your item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
Refunds
Once we have received and inspected your return, we will notify you and let you know whether the refund has been approved. If approved, you will automatically be refunded via your original payment method within 10 business days. Please remember that it may take some time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your return was approved, please contact us at info@visolde.com.