Terms of service

About us

Volero is part of De Onlinewinkelier B.V.

  • Address: Tielweg 26, 2803 PK Gouda, the Netherlands (not a return address)
  • Phone: 00800 1768 1768
  • Email: support@volero.eu
  • Chamber of Commerce: 67692680
  • VAT number: NL857133706B01
  • Customer service: Monday to Friday, 9am–5pm

Applicability

These terms and conditions apply when you make a purchase from us. They are presented to you before checkout. This is important to us because they state who we are, what our working methods are and what we expect from you as a customer.

Our offer

Our products contain as accurate and complete a description as possible. In addition, our products come with a clear price and truthful pictures. This way you will not be faced with unnecessary surprises. Spot a mistake? Let us know.

Rug sizes may differ by 3–5%, especially for handmade rugs and natural materials. This does not affect your legal rights. Large rugs are delivered folded in a box; rugs that cannot be folded are not available on volero.eu.

The agreement

After you order, you receive an order confirmation by email. Spot an error in it? Let us know as soon as possible. You also receive an email when your order ships. Your packing slip is included in the parcel and available in your Volero account.

Right of withdrawal

You can withdraw from your purchase within 30 days of receiving it, without giving a reason. The easiest way is to register your return online: you then receive a return label with the return address. You can also email support@volero.eu or use the model withdrawal form below.

Handle with care

You may inspect the product as you would in a shop. If you handle it beyond that, we may deduct any loss in value from your refund.

Returning your product

Pack the product securely, preferably in its original packaging, and attach the return label we send you. Return large rugs folded in a box, the same way you received them. You are liable for damage caused by poor packaging. Return costs are paid by you.

Refund

We refund the purchase price within 14 days of your withdrawal. If you return your entire order, we also refund the original standard delivery costs. We use your original payment method. We may wait until we have received the product or proof that you sent it. 

Exceptions

Custom-made rugs cannot be returned.

Price and payment

All prices include VAT. Delivery costs for your country are shown before you place your order.

You can pay with Mastercard, Visa, PayPal, American Express, Apple Pay, Google Pay and Klarna, at no extra cost.

Delivery

You see the expected delivery time when you select a size. Once your order ships, you can track it to your door. Is your order damaged or lost in transit? Then we replace it or refund you.

Cancellation

You can cancel your order as long as it has not shipped. Your cancellation is final once we confirm it.

Legally, consumers have a right to warranty. We follow the general consumer guidelines. Is your product faulty? Then you can claim repair or replacement, or in some cases a price reduction or refund. Contact our customer service to make a claim.

Complaints

Something not right? Contact our customer service as soon as possible. Describe the problem and add photos, and we will find a solution together.

Disputes

Can't we solve it together? Then you can contact the European Consumer Centre in your country for free help, or go to the competent court.

Applicable law

These terms are governed by Dutch law. As a consumer, you keep the protection of the mandatory laws of your country of residence. You may also go to court in that country.

Model withdrawal form

Complete and return this form only if you wish to withdraw from your purchase.

To: Volero (De Onlinewinkelier B.V.), Tielweg 26, 2803 PK Gouda, the Netherlands, support@volero.eu

  • I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
  • Ordered on (*) / received on (*):
  • Order number:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is submitted on paper):
  • Date:

(*) Delete as appropriate.