Refund policy

Return & Refund Policy

At VELOVA, we want you to feel confident when shopping with us. Please review our return and refund policy carefully before placing your order.

Change-of-Mind Returns

For customers outside the European Union and the United Kingdom, we generally do not accept returns, refunds, or exchanges for change of mind, buyer's remorse, incorrect color selection, personal preference, or shipping delays outside our control, unless required by applicable consumer law.

This does not affect your legal rights if your item is defective, damaged, incorrect, or not as described.

EU/UK 14-Day Cooling-Off Period

If your order is delivered to an address within the European Union or the United Kingdom, you may have the right to cancel or return your order within 14 days of receiving your final package, without giving a reason.

To be eligible for a return under the EU/UK cooling-off period, the item must be unused, undamaged, and returned with its original packaging, tags, accessories, and any included items where possible.

If an item is returned used, damaged, worn, missing parts, or in a condition that affects its resale value, we may refuse the refund or deduct an appropriate amount where permitted by law.

Return Shipping Costs

For eligible EU/UK cooling-off returns, customers are responsible for return shipping costs unless the item is defective, damaged, incorrect, or not as described.

Original standard shipping charges will be refunded where required by applicable law. Any additional shipping fees, such as express or upgraded shipping, may not be refundable.

How to Start a Return

To request a return, please contact us at HasruddinOmair@gmail.com with your order number and the reason for your request.

If your return request is approved, we will provide the correct return address and instructions.

Please do not send your return to the sender's address shown on your package. Returns sent without prior authorization may not be accepted.

We recommend keeping your return receipt and tracking number until your refund has been processed.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If your item is defective, damaged in transit, incorrect, or not as described, please contact us at HasruddinOmair@gmail.com as soon as possible, preferably within 48 hours of delivery, so we can help resolve the issue quickly.

Please include your order number and clear photos or videos showing the issue.

If the issue is confirmed, we may offer a replacement, refund, store credit, or another appropriate solution depending on the situation and applicable consumer law.

Order Cancellations

If you need to cancel your order, please contact us within 24 hours of purchase at HasruddinOmair@gmail.com.

Once an order has been processed, packed, or shipped, we may no longer be able to cancel or modify it.

Shipping Delays

Shipping delays caused by carriers, customs, weather, holidays, incorrect shipping information, or other events outside our control do not automatically qualify for a refund.

However, if we are unable to ship your order within the promised processing timeframe, we will contact you with available options where required by applicable law.

Refund Timeline

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 7–10 business days. Please note that your bank or payment provider may take additional time to post the refund to your account.