Politique de remboursement
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at ecommerce45160@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at ecommerce45160@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ecommerce45160@gmail.com.
Return & Refund Policy — Velina
Last updated: [date]
We want you to love your Velina order. If something isn't right, here's how returns and refunds work.
Return Eligibility
You may request a return within [14/30] days of receiving your order. To be eligible:
- Item must be unused, unopened, and in its original packaging
- For hygiene and safety reasons, opened or used skincare and beauty products cannot be returned unless the item arrived damaged or defective
- Proof of purchase (order number or confirmation email) is required
Non-Returnable Items
- Opened or used skincare, beauty, or personal care products
- Sale or clearance items (unless defective)
- Gift cards
Damaged or Defective Items
If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at [support email] with your order number and photos of the issue. We'll offer a replacement or full refund at no additional cost to you.
How to Start a Return
- Email us at [support email] with your order number and reason for return
- Wait for confirmation and return instructions from our team
- Ship the item back to the address provided (return shipping costs are the customer's responsibility unless the item was defective or incorrect)
- Once received and inspected, your refund will be processed within [5-10] business days
Refunds
Approved refunds are issued to your original payment method. Please allow [5-10] business days for the refund to reflect in your account, depending on your bank or payment provider.
Order Cancellations
Orders can be cancelled or modified only if they haven't shipped yet. Once an order has shipped, it can no longer be cancelled or changed.
Late or Missing Refunds
If you haven't received your refund after the stated timeframe, please check with your bank or card provider first, as processing times can vary. If you still have concerns, contact us at [support email].
Contact Us
Questions about a return or refund? Reach out anytime at [support email].