Refund policy
RETURN & REFUND POLICY
At VELOWEN, we want you to be happy with your purchase. If you are not completely satisfied, you may request a return within 30 days after your order has been delivered.
RETURNS
To be eligible for a return, your item must be in the same condition in which you received it, unworn or unused, and in its original packaging. You may also be asked to provide your order number or other proof of purchase.
To request a return, please contact us at support@velowen.com before sending any item back.
If your return request is accepted, we will provide you with return instructions and the applicable return address. Items returned to us without first requesting a return may not be accepted.
Please do not send returns to any address shown on the package or website unless instructed by our customer service team.
RETURN SHIPPING
For returns due to a change of mind, ordering the wrong size, color, model, or other reasons not caused by a product defect or an error by VELOWEN, customers are responsible for arranging and paying for return shipping.
Original shipping charges, if any, are non-refundable unless the return is due to an error by VELOWEN or a defective or damaged product.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order when you receive it.
If your item arrives damaged, defective, or incorrect, please contact us at support@velowen.com as soon as possible and provide your order number and clear photos or videos showing the issue.
Once we verify the issue, we will work with you to provide an appropriate solution, which may include a replacement or refund at no additional cost to you.
NON-RETURNABLE ITEMS
For hygiene and safety reasons, items that have been worn, used, altered, damaged after delivery, or are not in their original condition may not be eligible for return.
Gift cards, if offered, are non-returnable.
If you are unsure whether your item is eligible for return, please contact us before sending it back.
EXCHANGES
If you would like a different size, color, or model, please contact us at support@velowen.com. Depending on the circumstances, we may ask you to return the original item and place a new order.
ORDER CANCELLATIONS
Orders may be canceled within 1 hour after the order is placed, provided that the order has not already been processed or shipped.
If your order has already been processed or shipped, it can no longer be canceled. You may request a return after receiving the order in accordance with this Return & Refund Policy.
REFUNDS
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please note that your bank, credit card company, PayPal, or other payment provider may require additional time to process and post the refund to your account.
Shipping charges and return shipping costs are not refundable unless the return is due to a defective, damaged, or incorrect item caused by VELOWEN.
CONTACT US
If you have any questions about returns, refunds, exchanges, or cancellations, please contact us at:
Email: support@velowen.com