Return and Refund Policy

Return and Refund Policy

At Velenor, we want you to love your purchases without the stress of being stuck with an item you don’t like. We understand the challenges of online shopping and are committed to providing top-notch service to ensure you have a seamless shopping experience with us.

Return Shipping Costs

Customers are responsible for covering the shipping costs when returning an item to us. This includes any fees incurred during the return process.

Customs and Handling Fees

Please note that any additional customs, duties, or handling fees imposed by the destination country during the return process are the responsibility of the customer. These fees are separate from the initial shipping costs and are not covered by Velenor.

By making a return, you acknowledge and accept responsibility for these additional costs. Failure to pay these fees may result in the package being held, returned, or additional charges being applied.

Return Policy

Velenor will accept items for return or exchange within 30 days of purchase under the following conditions:

  • There are no visible signs of damage.

  • All original packaging is intact.

Any sign of damage will compromise the Velenor guarantee, and the return may not be accepted. Items cannot be returned or exchanged after 30 days from the purchase date.

Non-Returnable Items

  • Intimate items (e.g., undergarments) or sanitary goods.

  • Hazardous materials or flammable liquids/gases.

To complete your return, a receipt or proof of purchase (order confirmation email) with your order number is required.

For all returns or exchanges, please contact info.velenor@gmail.com with your order number and the reason for return or exchange. Our team will handle your request in accordance with the guidelines stated here.

Exchanges

For exchanges, please email info.velenor@gmail.com with your order number and reason for the exchange. We will guide you through the process.

Return Shipping

You are responsible for paying for your own shipping costs for returning your item.

If you are shipping an item valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. Velenor cannot guarantee that we will receive your returned item.

Refunds

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, the refund will be processed, and a credit will be automatically applied to your original method of payment.

Note: Items purchased at a discount of 50% or more are non-refundable. For more details, contact our customer service team at info.velenor@gmail.com.

Late or Missing Refunds

Refunds may take 2-3 business days to process, depending on your financial institution. If you haven’t received your refund after this timeframe, please contact us at info.velenor@gmail.com, and we will assist you further.

Gifts

If the item was marked as a gift at the time of purchase and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a digital gift certificate will be emailed to you.

Damaged Items

If you receive a damaged or defective item, please email us at info.velenor@gmail.com within 48 hours of receiving the package. Include photos of the damage and your order details.

We rely on timestamp information from the tracking link and delivery confirmation when reviewing claims. Claims submitted beyond the 48-hour period may not be honored.

Feedback

We value your feedback and are always striving to improve. Please feel free to email us at info.velenor@gmail.com with your comments, questions, or concerns.