Refund policy

Return & Refund Policy

Last updated: 16 October 2025
Company: Urbanites Copenhagen ApS (Velorbis / ByVelorbis)
Address: Horsekær 8, 2765 Smørum, Denmark
Email: info@velorbis.com
Phone: +45 31 11 00 30
VAT: DK44126788

Returns

We hope you love your Velorbis bag — but if you change your mind, we’re here to help.

You have 14 days from the date you receive your order to request a return in accordance with EU consumer law.

To be eligible for a return:

  • Your item must be unused, unworn, and in its original condition

  • All tags, labels, and packaging must be intact

  • You must include the receipt or proof of purchase

To start a return, please contact us at info@velorbis.com.
Once your return is accepted, we’ll send you return instructions and, where applicable, a return shipping label.

Please note: Items sent back to us without prior approval will not be accepted.

Return address:
Urbanites Copenhagen ApS (Velorbis)
Horsekær 8
2765 Smørum
Denmark

You can always contact us for any return questions at info@velorbis.com.

Damages and Issues

Please inspect your order upon delivery and contact us right away if:

  • The item is defective or damaged, or

  • You received the wrong product

This allows us to quickly evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Some items cannot be returned, including:

  • Custom-made or personalized products

  • Gift cards

  • Sale or clearance items (unless defective)

Please contact us at info@velorbis.com, if you have any questions about the eligibility of your specific item.

Exchanges

The fastest way to get a replacement or a different item is to return your original order once approved, and place a new order for the product you prefer.

European Union 14-Day Cooling-Off Period

If your order is shipped within the European Union, you have the right to cancel or return your purchase within 14 days — for any reason and without explanation.

Returned items must be:

  • Unworn and unused,

  • In their original packaging, and

  • Accompanied by a receipt or proof of purchase.

Once we receive and inspect your return, we’ll issue a refund as described below.

Refunds

We’ll notify you once we’ve received and inspected your returned item and let you know whether your refund has been approved.
If approved, your refund will be processed automatically to your original payment method within 10 business days.

Please remember it may take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@velorbis.com.