Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

For electronic products, the standard return window is 30 days after receiving your item. However, certain electronic products may have a shorter return period depending on the manufacturer or supplier policy. In such cases, the applicable return window will be specified on the product page. If no specific return period is mentioned, the 30-day return policy applies.

To be eligible for a return, your item must be in the same condition that you received it, unused, unworn, with tags, and in its original packaging. You must provide proof of purchase.

For damaged, defective, or incorrect items, a mandatory unboxing video is required. The video must clearly show the unopened package, shipping label, and full unboxing process. Claims submitted without proper video evidence may be denied.

To start a return, contact us at contact@velnory.com. Returns must be approved before being sent. The return warehouse address and instructions will be provided after approval. Items sent without prior authorization will not be accepted.

Delivery issue reporting deadline

If tracking shows that your order has been delivered, you must report any delivery issues (including missing items, damaged items, or incorrect products) within 5 days of the marked delivery date.

Failure to report within this timeframe may result in denial of the claim.

Damages and issues

Please inspect your order upon reception. If the item is defective, damaged, incorrect (including wrong color or size), or missing essential functional parts, contact us immediately.

All refunds or replacements are subject to supplier verification and approval. We reserve the right to request additional documentation before processing any claim.

Minor cosmetic damage that does not affect product functionality does not qualify for replacement or refund.

Right to refuse returns

We reserve the right to refuse returns that:

Show signs of use, wear, or alteration
Are returned without original packaging
Are missing parts or accessories
Are returned outside the eligible return window
Do not meet the conditions stated in this policy

If a return is rejected after inspection, the item may be shipped back at the customer’s expense.

Exceptions / non-returnable items

Certain types of items cannot be returned, including:

Personal care and cosmetic products (including nail polish) once opened or used, due to hygiene and safety reasons
Perishable goods
Customized or personalized products
Hazardous materials or flammable liquids

Sale items and gift cards are non-returnable unless defective.

Exchanges

We do not offer direct exchanges.

To obtain a different item, you must request an approved return (if eligible) and place a new order separately.

Order cancellations

Orders may be canceled only before they are shipped. To request cancellation, contact contact@velnory.com immediately.

Once an order has been processed or shipped, it cannot be canceled.

Chargebacks and payment disputes

If you initiate a chargeback or payment dispute without first contacting us to resolve the issue, we reserve the right to dispute the chargeback with all available evidence, including order confirmation, tracking information, delivery confirmation, communication records, and video/photo proof.

Fraudulent or abusive chargebacks may result in restrictions on future purchases.

Force majeure

We are not responsible for delays or failures in delivery caused by events beyond our reasonable control, including but not limited to:

Customs delays
Carrier disruptions
Natural disasters
Government actions
Supply chain interruptions
Pandemics or public health emergencies

Delivery timelines are estimates and not guaranteed unless explicitly stated.

European Union 14-day cooling off period

If the merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days without providing a reason.

Items must be unused, in original packaging, and accompanied by proof of purchase.

This right does not apply to personal care products, customized goods, or sealed items opened after delivery that are not suitable for return due to hygiene reasons.

Return shipping

Customers are responsible for return shipping costs unless the return is due to a defective product, damaged item, incorrect item (including wrong color or size), or missing essential functional parts.

If the return is approved as a valid quality issue or our error, we will cover the return shipping costs or provide a prepaid return solution, as determined by us.

Original shipping fees (if applicable) are non-refundable. We do not charge restocking fees.

Refunds

Once your return is received, inspected, and approved by our supplier, we will notify you of the outcome.

If approved, refunds will be issued to the original payment method within 10 business days. Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since approval, contact us at contact@velnory.com