Refund policy
Refund & Return Policy
Digital products — no withdrawal right after download
All products sold on velluto-studio.com are digital goods (downloadable files) delivered immediately by email after payment.
In accordance with EU consumer law (Article L221-28 13° of the French Consumer Code and Directive 2011/83/EU), the 14-day right of withdrawal does not apply to digital content supplied immediately, where the customer has given express consent to immediate delivery and acknowledged the loss of the withdrawal right. By completing your purchase, you expressly consent to the immediate delivery of your files and acknowledge that you thereby waive your right of withdrawal.
For this reason, we do not offer refunds or exchanges for change of mind once the download has been made available.
Our guarantee — we fix what's broken
You remain fully covered by the legal guarantee of conformity. We will always assist you, and refund you where required, if:
- you did not receive your download email (check your spam folder first, then contact us),
- your files are corrupted, incomplete, or cannot be downloaded,
- the product delivered does not match its description.
In these cases, contact us at maison512.pro@gmail.com with your order number. We will respond within 48 hours and either restore your access, replace the files, or issue a refund.
Duplicate orders
If you accidentally purchased the same product twice, contact us with both order numbers and we will refund the duplicate.
Contact
For any question regarding your order: maison512.pro@gmail.com
For consumers in the European Union, the European Online Dispute Resolution platform is available at https://ec.europa.eu/consumers/odr.