These Terms and Conditions apply to consumer purchases made through www.velvoot.com in Denmark and other EU countries.

1. Seller Information

VELVOOT ApS, a registered secondary name of Melata ApS CVR: 43268880 Vejlebrovej 12G, 2635 Ishøj, Denmark Email: info@velvoot.com Telephone: +45 31 88 88 42 / +45 81 74 22 77 Website: www.velvoot.com Business purchases may be subject to separate B2B terms, quotations or order confirmations.

2. Products

VELVOOT sells handmade carpets, rugs, kilims and related products. Because our products are handmade, small variations in colour, weave, pattern, pile, texture and dimensions may occur. These natural variations are part of the product’s individual character and are not considered defects. Colours may also appear slightly different due to lighting, photography and screen settings. Product measurements are approximate unless otherwise stated.

3. Prices and Payment

Consumer prices include applicable VAT unless clearly stated otherwise. Delivery charges and other mandatory costs are displayed before the order is confirmed. Available payment methods are shown at checkout. Card payments may be authorised when the order is placed and are normally charged when the order is dispatched. If an obvious pricing or technical error occurs, we may correct or cancel the affected order. Any payment already collected will be refunded.

4. Orders

After placing an order, the customer receives an acknowledgement by email. A binding sales contract is formed when VELVOOT sends the order confirmation. We may cancel an order if the product is unavailable, payment cannot be authorised, delivery is not possible, fraud is reasonably suspected or an obvious error has occurred. Any collected payment will be refunded.

5. Delivery

VELVOOT delivers to the destinations available at checkout in Denmark and the EU. Delivery methods estimated delivery times and prices are shown during checkout. Unless another delivery period is agreed, goods will be delivered without undue delay and no later than 30 days after the contract is concluded. If delivery is materially delayed, we will contact the customer. The customer retains the right to cancel where permitted by applicable consumer law. The customer must provide a complete and correct delivery address. Risk of loss or damage passes on to the customer when the goods are physically received.

6. Right of Withdrawal

Consumers normally have the right to withdraw from an online purchase within 14 days without giving a reason. The period begins when the customer, or a person designated by the customer, receives the goods. If an order arrives in separate deliveries, the period begins when the last item is received. To withdraw, the customer must send a clear statement before the deadline to: VELVOOT ApS Vejlebrovej 12G, 2635 Ishøj, Denmark Email: info@velvoot.com The customer must return the goods no later than 14 days after notifying VELVOOT.

7. Returns and Refunds

For a normal change-of-mind return, the customer pays the direct return-shipping cost. Carpets can be large or heavy, so return shipping may be more expensive than ordinary parcel delivery. Products must be securely packaged, and the customer should retain proof of shipment. Goods must not be returned cash on delivery or without distribution. The customer may inspect the product as they would in a physical shop. The customer may be responsible for any loss in value caused by unnecessary or excessive handling. VELVOOT will refund the product payment and the cost of the least expensive standard delivery option offered for the original order. Additional express delivery costs are not refundable. Refunds will be issued without undue delay and no later than 14 days after receiving the withdrawal notice. VELVOOT may withhold the refund until the goods are received or the customer provides proof of return. The refund will normally be made using the original payment method.

8. Custom-Made Products

The right to withdrawal does not normally apply to carpets or other products made according to the customer’s individual specifications. This includes customer-selected sizes, designs, colours or other personalised configurations. Before accepting a custom order, VELVOOT will confirm the specifications, price, payment terms, production time and effect on the right of withdrawal. The customer’s rights remain unaffected if a custom product is defective or does not match the agreed specifications.

9. Damaged or Defective Products

Customers should inspect the product after delivery. If it arrives damaged or incorrect, please contact info@velvoot.com with the order number, a description and photographs. Under Danish law, consumers generally have a two-year right to complain about faulty or non-conforming goods. If a complaint is justified, VELVOOT will provide the remedy required by applicable law. This may include repair, replacement, price reduction, cancellation or a refund. VELVOOT will cover the necessary return costs for a justified complaint. Reasonable handmade variations described in Section 2 are not defects.

10. Care and Use

Customers should follow the care instructions supplied. Damage caused by misuse, unsuitable cleaning, improper storage, excessive moisture, normal wear and tear or an accident is not considered a product defect. Mandatory consumer rights remain unaffected.

11. Product Availability

Many VELVOOT products are unique or available in limited quantities. Placing a product in the shopping basket does not reserve it. If a product becomes unavailable after ordering, we will notify the customer and refund any payment made for that product.

12. Personal Data

Personal data is processed according to the VELVOOT Privacy Policy. The Privacy Policy and Cookie Policy are available separately on the website.

13. Complaints and Disputes

Please first contact info@velvoot.com so that we can try to resolve the matter directly. If the matter cannot be resolved and the eligibility requirements are met, a complaint may be submitted through: Nævnenes Hus Toldboden 2 8800 Viborg, Denmark Website:www.naevneneshus.dk Consumers in another EU country may also contact their local European Consumer Centre.

14. Governing Law and Changes

These Terms are governed by Danish law. Consumers living in another EU country retain any mandatory protection provided by the law of their country. The Terms accepted when the order is placed apply to that order. Any later updates will apply only to future orders. Model Withdrawal Form Using this form is optional. Customers may instead send a clear withdrawal request to info@velvoot.com. To: VELVOOT ApS, Vejlebrovej 12G, 2635 Ishøj, Denmark Email: info@velvoot.com I/We hereby give notice that I/we withdraw from the contract for the following goods: Order number: ________________________________________ Ordered on: __________________ Received on: __________________ Customer name: _______________________________________ Customer address: _____________________________________ Signature, only if submitted on paper: ______________________ Date: __________________