Terms of service
TERMS OF SERVICE
Last updated: 12 July 2026
1. About Velour Ice
These Terms of Service apply to products and services supplied by Velour Ice B.V.
Our full company registration, address and contact details are available on the Contact Information page of this website.
Email: sales@velourice.com
Telephone: +31 6 449 10 327
2. Application of these terms
These terms apply to orders placed through our website and to orders agreed through a quotation, email or other written communication.
When the customer is acting as a consumer, all mandatory consumer rights remain applicable. Nothing in these terms is intended to exclude or restrict rights that cannot legally be excluded.
For business customers, additional or different arrangements may be included in a quotation, order confirmation or written agreement. If there is a conflict, the specifically agreed written terms take priority for that order.
3. Our products
Velour Ice produces and supplies frozen ice products, including crystal-clear cubes, spears, classic formats, custom shapes, engraved ice and embedded ice.
Ice is a natural and handcrafted product. Minor differences in dimensions, clarity, surface, appearance, inclusions and engraving may occur. These variations are not considered defects when the product remains reasonably consistent with the agreed description, design and specification.
Product photographs are intended to represent the appearance of our products. Colours, reflections, transparency and details may appear slightly different depending on lighting, photography and screen settings.
4. Ingredients and embedded products
Embedded ice may contain agreed ingredients such as edible flowers, fruit, herbs or decorative edible materials.
Where applicable, relevant ingredient and allergen information will be supplied with the product, quotation or order information.
Customers must inform Velour Ice of relevant allergies, dietary requirements or ingredient restrictions before approving a custom order. Velour Ice will confirm whether the requested product can be produced safely.
Unless expressly confirmed in writing, we cannot guarantee that a product has been produced in an environment completely free from traces of other ingredients.
5. Orders and acceptance
The customer is responsible for providing complete and accurate order, billing, delivery and contact information.
An order becomes binding when Velour Ice accepts it through an order confirmation, accepted quotation or other written confirmation.
An automatically generated receipt confirming that we received an order does not necessarily mean that the order has been accepted.
If we cannot accept or fulfil an order, we will inform the customer and refund any amount already paid for the affected products.
Obvious mistakes in product descriptions, availability or pricing are not binding. If an error affects an order, we will contact the customer before proceeding and offer the option to accept the corrected information or cancel the order for a refund.
6. Custom orders and design approval
Custom orders may include personalised dimensions, shapes, engraving, logos, initials, designs, ingredients or packaging.
Production may only begin after the customer has approved the relevant design, specifications and price and has completed any required payment.
The customer is responsible for carefully checking names, spelling, dates, dimensions, quantities, logos and other approved design details.
Changes requested after approval may result in additional costs, changed lead times or the need to produce the order again. Velour Ice will only make such changes after confirming whether they are still possible.
7. Customer-supplied logos and designs
The customer confirms that they own, or have permission to use, all logos, trademarks, images, text and other materials supplied to Velour Ice.
Velour Ice may refuse designs that appear unlawful, misleading, discriminatory, infringing or otherwise inappropriate.
The customer is responsible for claims resulting directly from materials supplied without the required permission.
Velour Ice remains responsible for carrying out the agreed engraving or production with reasonable care and skill.
8. Prices and taxes
Prices offered to consumers are stated in euros and include applicable VAT.
Any delivery or other unavoidable additional costs will be shown or explained before the customer places a binding order.
Business quotations may show prices excluding VAT when this is clearly stated.
The applicable price is the price shown or agreed when the order is accepted.
9. Payment
Payment must be made through the payment methods offered during checkout or in accordance with the quotation or invoice.
Velour Ice may require full or partial payment before purchasing materials, reserving production capacity or beginning custom production.
If a business customer does not pay on time, statutory commercial interest and reasonable collection costs may apply in accordance with Dutch law.
Consumers will only be charged interest or collection costs after the legally required notice and payment period have been provided.
10. Production times
Production and preparation times depend on the product, quantity, design, ingredients and requested delivery date.
Lead times shown on the website or discussed before an order are estimates unless a fixed deadline has expressly been confirmed in writing.
Custom, engraved, shaped and embedded products may require additional production time.
If a delay is expected, Velour Ice will contact the customer as soon as reasonably possible.
Unless a different delivery period has been expressly agreed, consumer orders will be delivered without undue delay and no later than 30 days after the agreement is concluded.
11. Delivery and collection
Orders are delivered or collected in accordance with our Delivery Policy and the arrangements stated in the quotation, checkout or order confirmation.
Local business and hospitality orders may be delivered directly by Velour Ice using suitable insulated food transport equipment.
Other online orders may be delivered through a specialised refrigerated or frozen transport partner.
Frozen products are not normally sent through an unattended standard parcel service.
For consumer orders, responsibility for loss or damage remains with Velour Ice until the products have been physically received by the consumer or a person designated by the consumer, except where the consumer has independently instructed a carrier not offered by Velour Ice.
For business orders, the agreed quotation, order confirmation or written delivery terms determine when risk transfers.
12. Receiving and storing the products
The customer must ensure that someone is available to receive the delivery and that sufficient suitable frozen storage is available.
The products must be inspected upon delivery and transferred to a suitable freezer without unnecessary delay.
Products must be stored and handled in accordance with the supplied instructions, generally at -18°C or below unless different instructions are provided.
After correct delivery, Velour Ice is not responsible for melting, deterioration or damage caused by delayed storage, unsuitable freezer conditions, incorrect handling, power failure or failure to follow the supplied storage instructions.
13. Right of withdrawal
Consumers purchasing online generally have a statutory 14-day right of withdrawal unless a legal exception applies.
The right of withdrawal does not apply to products made to the consumer’s specifications or clearly personalised. This includes, where applicable, custom-sized, custom-shaped, engraved, branded or individually embedded products.
Other legal exceptions may apply to products that deteriorate rapidly or to sealed products that cannot be returned for health or hygiene reasons after the seal has been broken.
Whether an exception applies depends on the specific product and order. We do not exclude a consumer’s right of withdrawal where the law requires that right to be provided.
Business customers do not have a statutory consumer right of withdrawal.
Further information is available in our Return and Refund Policy.
14. Cancellations
Customers should contact Velour Ice as soon as possible when they wish to cancel or change an order.
A standard order may be cancelled before preparation or production has begun, subject to any applicable statutory rights.
A custom order cannot normally be cancelled after the customer has approved the design and production has begun. Reasonable costs already incurred may be charged where legally permitted and previously communicated.
Any non-refundable deposit or cancellation charge must have been clearly agreed before the order became binding.
15. Returns
Because the products are frozen and temperature-sensitive, products must not be returned through ordinary parcel post without prior written instructions from Velour Ice.
Where a consumer has a valid right of withdrawal, Velour Ice will provide appropriate return or collection instructions.
Return costs and refunds will be handled in accordance with our Return and Refund Policy and applicable law.
Nothing in this section affects the customer’s rights when products are damaged, incorrect, incomplete or otherwise not in accordance with the agreement.
16. Damaged, incorrect or non-conforming orders
Customers should inspect their order as soon as reasonably possible after delivery.
If products arrive damaged, incorrect, incomplete or excessively melted, please contact Velour Ice as soon as possible, preferably on the day of delivery.
Please provide the order number, a description of the issue and, where reasonably possible, clear photographs of the products and packaging.
The request for photographs is intended to help us assess the problem and does not remove or restrict statutory consumer rights.
Depending on the circumstances and legal requirements, an appropriate solution may include replacement, credit, price reduction or refund.
17. Food safety and handling
The customer must follow all storage, hygiene and handling instructions supplied with the products.
Products intended for consumption should be handled with clean utensils, gloves or other suitable hygienic equipment.
Business customers are responsible for ensuring that products are stored, handled and served in accordance with applicable food-safety requirements after delivery.
18. Events beyond our reasonable control
Velour Ice is not responsible for a delay or failure caused by circumstances genuinely beyond our reasonable control, such as severe weather, road closures, major transport disruption, power failure, refrigeration failure, government measures, disasters or supply interruptions.
We will inform the customer as soon as reasonably possible and take reasonable steps to limit the consequences.
If an order can no longer be delivered within a reasonable period, the customer may be entitled to cancel the undelivered part and receive a refund for that part. Mandatory consumer rights remain unaffected.
19. Liability
Velour Ice is responsible for foreseeable loss or damage caused by a failure to comply with the agreement or applicable law.
Nothing in these terms excludes liability for death or personal injury caused by negligence, product-safety obligations, deliberate misconduct, gross negligence or any liability that cannot legally be excluded.
Velour Ice is not responsible for damage caused after delivery by incorrect storage, handling, transport or use by the customer.
For business customers, liability for indirect or consequential business losses, such as lost profit, loss of turnover or loss of opportunity, is excluded to the extent legally permitted, unless otherwise expressly agreed in writing.
20. Privacy
Personal information is processed in accordance with our Privacy Policy.
21. Changes to these terms
Velour Ice may update these terms for future orders.
The version applicable to an order is the version made available when the customer placed or accepted that order. Changes will not retrospectively alter an existing agreement unless this is legally permitted and expressly agreed.
22. Governing law and disputes
These terms and agreements with Velour Ice are governed by Dutch law.
Consumers who live in another European Union country retain any mandatory consumer protection provided by the law of their country of residence.
We encourage customers to contact us first so that we can try to resolve complaints directly.
Disputes that cannot be resolved amicably may be submitted to the court that has jurisdiction under applicable law.
23. Contact
Velour Ice B.V.
Email: sales@velourice.com
Telephone: +31 6 449 10 327