Refund Policy

Refund & Return Policy

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At Velnox, your satisfaction is important to us. If you're not completely satisfied with your purchase, we're here to help. Please read our Refund & Return Policy carefully to understand your options.

Return Eligibility

You may request a return within 30 days of receiving your order, provided that the item meets the following conditions:

The item is unused, unworn, and in its original condition.
All original tags, labels, and packaging are included.
The item shows no signs of damage caused by misuse or normal wear.
Proof of purchase (such as your order confirmation or receipt) is provided.

Returns that do not meet these requirements may not be accepted.

Non-Returnable Items

For hygiene, safety, or other reasons, the following items cannot be returned unless they arrive damaged or defective:

Personal care products
Undergarments and swimwear (if the hygiene seal has been removed)
Gift cards
Clearance or final sale items
Customized or personalized products

How to Start a Return

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

Please include:

Your order number
Full name
Email address used for the purchase
The reason for the return
Photos of the item (if damaged, defective, or incorrect)

Email: support@yourstore.com

Our team will review your request and provide return instructions if your return is approved.

Please do not return items without first receiving authorization.

Return Shipping

Unless the item is defective, damaged, or incorrect, customers are responsible for return shipping costs.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned packages.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery.

Include:

Your order number
Clear photos of the item and packaging
A brief description of the issue

After review, we will offer an appropriate solution, which may include a replacement, exchange, or refund.

Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund.

If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Shipping fees are generally non-refundable unless the return is due to our error.

Exchanges

If you would like to exchange an item for a different size, color, or replacement, please contact our customer support team.

Exchanges are subject to product availability.

If the requested item is unavailable, we may offer a refund or store credit where applicable.

Order Cancellations

Orders may be canceled only if they have not yet been processed or shipped.

If you need to cancel an order, please contact us as soon as possible.

Once an order has been shipped, it can no longer be canceled and must follow the standard return process.

Late or Missing Refunds

If you haven't received your refund:

Check your bank account or credit card statement.
Contact your credit card company, as processing times may vary.
Contact your bank, as refunds can take several business days to post.

If you have completed these steps and still have not received your refund, please contact our support team.

Refused or Undeliverable Packages

If a package is refused by the customer or returned because of an incorrect or incomplete shipping address provided during checkout, any refund may be reduced by applicable shipping or handling costs.