Refund policy

Return and Exchange Policy

At Velzo, we want every customer to feel confident when shopping with us. This policy explains how returns, exchanges, and refunds are handled.

1. General Conditions

To request a return or exchange, please contact our support team before sending any item back.

Email: support@velzoeco.com

Items sent back without prior authorization may not be accepted.

2. Change of Mind / Withdrawal

Customers may request a return within 7 calendar days of receiving the product.

To be eligible, the item must:

• Be unused
• Be in its original condition
• Include all original packaging, tags, and accessories
• Show no signs of wear, washing, damage, stains, perfume, or alteration

Once approved, our support team will provide return instructions.

3. Size or Color Exchange

If you ordered the wrong size or color, please contact us within 7 calendar days of receiving your order.

The item must be unused and in original condition.

Exchanges are subject to product availability. If the requested item is unavailable, we may offer store credit or another solution.

4. Defective Product

If your item has a manufacturing defect, please contact us within 30 days of delivery.

Please include:

• Your order number
• Clear photos or videos showing the issue
• A brief explanation of the problem

Manufacturing defects do not include damage caused by misuse, improper washing, accidents, normal wear and tear, or unauthorized alterations.

5. Damaged Product on Arrival

If your item arrives damaged, please contact us immediately with photos of the package and product.

If the damage is confirmed, we will provide a suitable resolution, which may include replacement, store credit, or refund.

6. Incorrect Product Received

If you received the wrong item, size, or color, please contact us within 7 calendar days of delivery.

We will review the case and provide the correct return or exchange instructions.

7. Inspection Process

Once your returned item is received, it will be inspected within up to 10 business days.

If the return is approved, your refund, store credit, or exchange will be processed according to the selected resolution.

If the item does not meet our return conditions, the return may be rejected.

8. Refund Options

Approved refunds may be processed through the original payment method.

Credit card refunds may take 1–2 billing cycles, depending on your card issuer or payment provider.

Store credit may be issued when applicable and can be used toward future purchases at Velzo.

9. Customer Responsibility

Customers are responsible for selecting the correct size, color, and product before completing the order.

Return shipping costs may be the customer’s responsibility unless the item is defective, damaged on arrival, or incorrect due to our error.

10. Final Sale Items

Items marked as final sale, clearance, or special promotional sale may not be eligible for return or exchange unless defective or incorrect.