Refund policy

In VELESTONE We wish you satisfaction with your order. Therefore, we provide you with several methods to return an item that may not meet your needs or expectations. Possible cases of return or withdrawal:

  1. The product is incorrect, has a defect or has been damaged during transport:

We pay close attention to ensuring that all our items and shipments are in perfect condition. If, even so, you receive an incorrect or defective item, contact us immediately through or by calling us at 948 844 068. Before opening the product, verify that the packaging matches the requested one: color , measurement, finish, etc. If there is any anomaly, also make an immediate claim, before opening the seal or its packaging.

When the product has been damaged during transport, it is essential that you notify us. The same day that you receive the merchandise and that you note the incident on the carrier's delivery note.

Products must be returned in a protected manner, including them in a protective box or bag. VELESTONE makes a transport company available to the buyer for the removal of the merchandise, completely free. If you wish to return the merchandise with a transport company other than the one proposed by VELESTONE, and the selected transport company offers higher rates, you will have to assume the difference in the transport cost.

  1. Withdrawal:

We don't want you to be left with anything you don't like, so you can return an item if it doesn't meet your expectations. Therefore, in accordance with the provisions of the Consumer Law, you have the Right of Withdrawal, by virtue of which you can return the product.

The exercise of this right of withdrawal will have to be carried out in a maximum period of 14 days natural upon receipt. You must notify us, through the email, of your decision to withdraw from the purchase made (you can use the following withdrawal form model, if you wish). (At the end of this document)

In order to exercise this right, the product must be in perfect condition and retain the original packaging, as well as all parts. In case the products do not arrive in perfect condition VELESTONE reserves the right to pay a lower amount for the return, a circumstance that will be notified to you.

The refund of the purchase amount will be made once the condition of the merchandise has been verified, through the same means of payment used in the purchase and, in any case, within a maximum of 14 calendar days from the reliable receipt of the withdrawal request, as long as it is VELESTONE who manages the collection of the item. If you return the item through a transport company of your choice, the period of 14 days will begin to run from the moment GOLESTONE has effective knowledge of the shipment of the merchandise or, failing that, since its receipt.

The return costs derived from the exercise of the right of withdrawal will be on behalf of the buyer.

In the case of exercising the right of withdrawal after sending the goods and before receiving them, VELESTONE will pay a lower amount for transportation of return of the merchandise, circumstance and amount that will be notified.

The exercise of the right of withdrawal will not be accepted on products with an expiration date of less than one month. Returns of personalized items, nor sealed items that are not suitable to be returned for reasons of health or hygiene protection and that they have been unsealed after delivery.

  1. If you have not received your order yet:

If you have not yet received the order and wish to cancel or modify it, you only have to inform us of the changes you want to make, without this incurring any cost if your order has not yet been processed.

Contact for Returns:

*Phone: 948 844 068
*Notification through this website in the "Contact" section

All product returns, along with their original protected packaging, must be sent to the following address:
Termino Pedreras, s/n – 26540 Alfaro (La Rioja)

9) Guarantees

All our products are guaranteed nationally, against manufacturing defects during two years from the date of purchase. The warranty does not include damage caused by misuse or normal wear and tear.

In the event of a defective product, we may proceed, as appropriate, to repair, replace, reduce the price or terminate the contract, procedures that will be free of charge for the consumer and user.

We will be liable for any lack of conformity that appears within a period of two years from delivery. The consumer and user must inform us of the lack of conformity within two months of becoming aware of it.

Unless proven otherwise, it will be understood that the products comply with the contract as long as they meet all the requirements expressed below:

  1. a) They conform to the description made and possess the qualities of the product that we have presented to the consumer and user in the form of a sample or model.
  2. b) They are suitable for the uses to which products of the same type are ordinarily intended.
  3. c) They present the usual quality and performance of a product of the same type that the consumer and user can reasonably expect, taking into account the nature of the product.

10) Conflict resolution

As required by the new European regulations, we inform users of the existence of a European dispute resolution platform for online contracting. Thus, for the rresolution of consumer disputes (in accordance with Art. 14.1 of Regulation (EU) 524/2013), the European Commission provides an online dispute resolution platform that is available at the following link:



If, as a consumer and user, you wish to exercise your right of withdrawal, you can do so using this form, which you must fill out and send to us.


For the attention of HORMIGONES VICENTE, S.L., with address at Donantes, 9 31590 Castejón Navarra, telephone number 948 844 068 and email address




I hereby announce that I withdraw from my contract of sale of the following product or list of products:


(Indicate a list of products with respect to which the right of withdrawal will be exercised)


Ordered on: (Insert date)


Name of consumer and user: (Indicate)


Address of the consumer and user: (Indicate)


Order number: (Indicate)









Signature of the consumer and user (only if this form is presented on paper)