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Legal

Returns and complaints

If an item we marked as compatible does not fit your machine, we exchange it or refund you, and we pay the delivery both ways.

Compatibility guarantee

It applies to items the shop marks as compatible with the machine model you select when buying. Contact us by email, and we send a replacement or refund you and bear the delivery cost both ways. The guarantee does not reduce your statutory rights set out below.

Returns within 14 days

You can unilaterally terminate the contract within 14 days of the day you receive the goods, without giving a reason. It is enough to send us a clear statement by email to hi@velbura.com before the deadline expires. You can use the form at the bottom of this page, but you do not have to.

  • Return the goods to us no later than 14 days from the day you send the termination statement.
  • You bear the direct cost of returning the goods, except under the compatibility guarantee. Then we bear it.
  • We refund the money, including the initial delivery cost, no later than 14 days from receiving your statement, using the same payment method. We may withhold the refund until we receive the goods or proof that they have been sent.
  • You are liable for any diminished value of the goods only if it results from handling beyond what is necessary to establish their nature, characteristics and functioning. You may try them out, but not use them for coffee before returning them.

Complaints

If a product has a defect, send us a written complaint by email to hi@velbura.com or by post to Lovinčićeva ulica 1F, 10000 Zagreb. State the order number, a description of the defect and, if you can, a photograph. We confirm receipt of the complaint without delay, and send a written reply no later than 15 days from receipt.

We are liable for material defects for two years from handover of the goods, in accordance with the Croatian Civil Obligations Act. If the product also has a manufacturer's warranty, it does not affect your statutory rights.

If we do not resolve the dispute by agreement, you can turn to the competent body for alternative resolution of consumer disputes or to a court.

Form for unilateral termination of the contract

To: Babić & Babić d.o.o., Lovinčićeva ulica 1F, 10000 Zagreb, hi@velbura.com

I hereby declare that I unilaterally terminate the contract for the purchase of the following goods:

Order number: ________________
Ordered on / received on: ________________
Full name: ________________
Address: ________________
Date: ________________

Signature (only if the form is sent on paper)

In effect from 10 November 2026.