Refund Policy

 

Velintrao (hereinafter referred to as “we”) strives to ensure your satisfaction. This policy outlines the conditions, procedures, and responsibilities related to returns and exchanges.

Return & Exchange Timeframe

Customers may submit a request for return or exchange within 30 calendar days from the confirmed delivery date of the order. Requests initiated after this period may not be approved, as they fall outside the eligible return window.

Eligibility for Returns & Exchanges

Return or exchange requests submitted within the valid timeframe may be accepted under the following conditions:

• The product arrives with visible defects, physical damage, or manufacturing-related flaws

• The item has quality or performance issues that impact normal or intended use

• The product shows abnormal characteristics such as strong odors, noticeable color inconsistencies, or other obvious irregularities

• An incorrect item, size, color, or model was shipped due to an order fulfillment error

• A no-reason return or exchange request, provided the item is unused, unwashed, undamaged, and in its original condition

All returned items must meet the above requirements to be eligible for processing.

Return Procedure

To initiate a return, customers must contact our customer support team via email or phone and provide the following information:

• Order number

• Proof of payment

• Reason for return

• Clear photos or videos demonstrating the issue

Once the request is reviewed and approved, we will send confirmation along with an official return shipping address and instructions. Customers must ship the item back according to the provided guidance.

After we receive the returned item, it will undergo inspection. If it meets return eligibility criteria, the refund will be processed accordingly.

Exchange Procedure

For exchange requests, customers should contact us with the order number, payment confirmation, reason for exchange, and any supporting images or videos if relevant.

Upon approval, we will provide the return address and exchange instructions. After the returned item is received and inspected, a replacement product will be dispatched within 1–3 business days, subject to stock availability.

Refund Method & Processing Time

Approved refunds will be issued to the original payment method used at checkout, including but not limited to credit or debit cards.

Refund processing typically takes 1–3 business days after approval. However, the actual time for funds to appear may vary depending on the customer’s bank or card issuer. If the refund is not reflected after this period, customers are encouraged to contact our support team for assistance.

Return Authorization & Shipping Labels

All returns must be authorized in advance. For approved requests, we will provide an official return shipping label to ensure accurate identification and tracking.

Returns sent without authorization or without the provided label may result in delayed processing or rejection.

Shipping Cost Responsibility

• Covered by us: If the return is due to product defects, quality issues, abnormal odors, significant color discrepancies, or incorrect items sent, return shipping costs will be fully covered by our company.

• Covered by the customer: For no-reason returns made within the allowed timeframe, customers are responsible for the return shipping fees.

Liability & Responsibility Disclaimer

We are not responsible for loss, damage, or deterioration caused by improper packaging or handling during customer-arranged return shipping.

Customers are responsible for providing a complete and accurate shipping address at checkout. We are not liable for delivery delays, losses, or failed deliveries resulting from incorrect or incomplete address information provided by the customer.

Contact Us

E-mail: assist@velintrao.com

Phone: +1 (206) 409-9915

Address: 1004 WINCHESTER LANE, MESQUITE, TX 75181, US

Opening Hours: Monday to Friday, 10:00 to 18:00 (Europe/London, GMT/BST)