Refund policy
Return and Refund Policy
At Veltroa, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please review our Return and Refund Policy to understand your options.
1. Return Eligibility
You are eligible to return an item within 30 days from the date of receiving your order. To be eligible for a return, the item must be:
- Unworn and unused, with all original tags attached.
- In its original condition and packaging.
Note: Please ensure that the item is not damaged or altered. We reserve the right to refuse returns if the item does not meet these conditions.
2. How to Return an Item
To initiate a return, please follow these steps:
- Contact Us: Email our customer support team at support@veltroa.com with your order number and reason for return.
- Return Instructions: Our team will guide you through the return process and provide you with the necessary return address details.
- Return Shipping: You will be responsible for covering the cost of return shipping unless the item is faulty or incorrect.
3. Refund Process
Once we receive the returned item and confirm it meets our return criteria, we will process your refund. Refunds will be issued to your original PayPal payment method.
Please note that the processing time for refunds can take 5-10 business days to appear in your PayPal account, depending on your payment provider.
4. Damaged or Faulty Items
If you receive a damaged or faulty item, please contact us immediately at support@veltroa.com. We will arrange for a full refund or a replacement free of charge. Please include photos of the damage or defect to expedite the process.
5. Non-Returnable Items
For health and safety reasons, we cannot accept returns on the following items:
- Intimate apparel (e.g., leggings that have been worn or tried on)
- Gift cards
6. Exchanges
Currently, we do not offer direct exchanges. If you would like a different size or color, please return the item for a refund and place a new order for the desired item.
7. Cancellation
If you wish to cancel your order, please contact us as soon as possible at support@veltroa.com. If your order has not yet been processed or shipped, we will cancel it and issue a full refund. Once an order has been dispatched, we are unable to cancel it.
8. Contact Information
If you have any questions or need further assistance with returns, please reach out to us:
- Phone: +44 7900 123456
- Email: support@veltroa.com
- Address: 10 High Street, London, E1 4AQ, United Kingdom
- Business Hours: Monday – Friday, 09:00 AM – 05:00 PM