Return & Exchange Policy

At Vélino, we aim to ensure that you are 100% satisfied with your purchase. We understand that sometimes things don’t work out, and we’re here to help make the return or exchange process as easy as possible. Please read through our policy carefully to ensure a smooth experience.

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Return Policy​

 

We offer a Full Money-Back Guarantee for products (including the Return and Exchange Voucher) that have NOT been customized, altered, or adjusted in any way. Please note that the Return and Exchange Voucher must not be torn or damaged. However, for customized items, such as those with changes to design or size, we do NOT accept returns or exchanges unless there are quality issues. We appreciate your understanding!

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Conditions for Returns:

Please carefully review the following information to help you determine if the items you purchased meet the return and exchange criteria.​

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1.  Return Confirmation: If you wish to return an item, please contact our customer service via email within 5 days of receiving your item, stating the reason for the return and providing photos of the item you want to return (this is to protect your after-sales rights). If our customer service confirms that your item meets the return conditions, they will provide you with the designated return address (either our return warehouse or product quality inspection team). You can choose to ship the item back yourself or request us to arrange a courier for the return (return shipping costs are at your expense).

2. Return Timeframe: After notifying us of your return intention via email and ensuring that the item(s) you wish to return meet our return criteria (which will be confirmed by our staff, who will also provide you with the return address), you must send the item(s) back within 48 hours.

3. Item Condition: All returned items must be in the same condition as when they were received. We can NOT accept items that are damaged, broken, or altered.

4. Return and Exchange Voucher: The return and exchange voucher must not be torn or damaged.​

5. Refund Process: Once we receive the returned item(s) and they pass our inspection, we will process your refund within 48 hours (or 2 working days). The refund will be issued via the same payment method used for the original purchase.

   • If you paid by credit card, please allow 5-10 business days for the refund to appear on your statement, depending on your issuing bank.

6. Return Shipping Costs: For orders shipped to the USA, return shipping costs, including any applicable taxes and duties, will be deducted from your refund.

7. International Orders: Please note that international import tax/duty/transaction charges are non-refundable for shipments outside of the shipping origin country.

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* Please Note: Please do not send any unapproved items back to the shipping warehouse without prior permission (this action does not comply with our warehouse management policy). Any violation of this will result in the refusal of the return. We reserve the right to deny returns or exchanges if the above policies are not adhered to.

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Exchange Policy

 

If the item you received requires any adjustments or you wish to exchange it for a different size, please contact us within 5 days of receiving your order to discuss the specifics of your exchange or part-exchange request. For the exchange items, it must also meet the same conditions mentioned in the return policy, such as the timeframe for returning the item you wish to exchange, the item's condition, and the return & exchange voucher.

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We are happy to assist with exchanges, and our team will guide you through the necessary steps to ensure the process is smooth and convenient.

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Important Notes:

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• Custom Orders: Please note that customized items (such as design changes or size adjustments) are final sale and are NOT eligible for return or exchange unless there is a quality issue.

• Quality Issues: If you receive an item that has a quality issue or is damaged upon arrival, please contact us immediately (within 48 hours of receiving the item). We will work with you to resolve the issue promptly.

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At Vélino, your satisfaction is our priority, and we’re committed to providing a seamless shopping experience.