Return & Refund Policy
Return & Refund Policy
Last Updated: August 25, 2026
At The Velanza, we are committed to providing a smooth and hassle-free returns process. To enhance customer satisfaction, we offer store credit for eligible returns and refunds. Where applicable, we may also provide prepaid return labels for eligible returns.
Please read the following policy carefully before requesting a return.
30-Day Return Policy
You have 30 days from the date you receive your order to request a return.
To be eligible for a return and store credit for the full purchase value of the returned product, the following conditions must be met:
-
Product Condition: The product must be returned in the same condition in which you received it, including all original tags and packaging. The product must not have been used, washed, damaged, or altered.
-
Return Deadline: Your return request must be submitted within 30 days of receiving your order.
-
Proof of Purchase: You must provide your order number or other valid proof of purchase.
-
Photos & Reason: You may be required to provide a clear explanation of the reason for the return and photographs showing that the product is new and unused.
-
Hygiene Products: For hygiene and safety reasons, underwear, beauty products, and cosmetics are not eligible for return.
Return Conditions
Prior Approval Required
Please contact us before sending any product back.
You can contact our customer support team at:
Returns sent without prior approval may not be accepted and may not qualify for store credit or another resolution.
Please do not send returns to our business or company address unless our customer service team specifically instructs you to do so. The address used for general business correspondence may not be our return address.
Store Credit
For eligible returns, we generally provide store credit equal to the purchase value of the approved returned product rather than a monetary refund.
Store credit can be used toward future purchases at The Velanza, subject to any applicable terms communicated with the credit.
Prepaid Return Labels
Prepaid return labels may be provided for eligible returns, including certain:
-
Damaged products
-
Defective products
-
Incorrect products
-
Returns approved for store credit
If your return qualifies for a prepaid return label, we will provide instructions and the label by email after your return request has been approved.
Return Shipping Costs
If your return does not qualify for a prepaid return label, you may be responsible for the return shipping costs.
We recommend using a shipping service that provides tracking information.
Track & Trace
All returns must have a valid tracking number or other trackable shipping method when required by our customer service team.
We are not responsible for returns that cannot be located or verified because no tracking information was provided.
Damaged, Defective, or Incorrect Items
If you receive a product that is damaged, defective, or different from the product you ordered, please contact us as soon as possible after delivery.
Please provide:
-
Your order number
-
A description of the issue
-
Clear photographs showing the product and the problem
-
Any additional information requested by our customer service team
Resolution
For confirmed defective, damaged, or incorrectly delivered products, we may offer a replacement at no additional product cost.
Where appropriate, we may also offer store credit for the full purchase value of the affected product.
The available resolution may depend on the circumstances of the issue, product availability, and applicable consumer protection laws.
If a replacement item is subsequently found to be defective, please contact us so that we can review the matter and determine an appropriate resolution.
Incorrect Size
If you receive the wrong size or the size you ordered does not fit as expected, please contact us at:
Size-related returns or exchanges are subject to the eligibility requirements outlined in this policy.
The product must generally be unused, unworn, unwashed, and returned with its original tags and packaging.
Refunds and Store Credit
Once we receive your returned product, we may inspect it to determine whether it meets the requirements of this Return & Refund Policy.
If the return is approved, we will generally issue store credit within 3–5 business days after approval.
The time required for store credit to become available may vary depending on the payment or store-credit system used by The Velanza.
If you have not received your approved store credit within 10 business days, please contact:
Please note that an approved return does not necessarily result in a monetary refund. Eligible returns are generally resolved through store credit, except where a monetary refund is required by applicable law or otherwise expressly approved by The Velanza.
Returns Without Prior Approval
Returns sent to us without contacting customer support and receiving return instructions may not be accepted.
If you send a package without prior approval or without following the return instructions provided by our customer service team, we may be unable to process the return or issue store credit.
Products That Cannot Be Returned
For hygiene and safety reasons, the following products are generally not eligible for return:
-
Underwear
-
Beauty products
-
Cosmetics
-
Products that have been used, worn, washed, damaged, altered, or otherwise not returned in their original condition
Additional product-specific exclusions may apply and will be communicated where applicable.
Why We Offer Store Credit
At The Velanza, we offer store credit for eligible returns as part of our customer service and pricing model.
Store credit allows customers to use the value of an approved return toward a future purchase while helping us maintain efficient operations and competitive prices.
We hope this provides a convenient way for you to continue shopping with The Velanza.
Prepaid Return Labels — Important Information
Prepaid return labels are available only for eligible returns.
Eligible situations may include:
-
Damaged products
-
Defective products
-
Incorrectly delivered products
-
Other returns specifically approved for prepaid return shipping
How to Request a Prepaid Label
Contact us at:
Once your return request has been reviewed and approved, we will provide the return instructions and, where applicable, send the prepaid return label to your email.
Tracking
Prepaid return labels may include tracking information so that the return shipment can be monitored.
Please retain your tracking information until your return has been fully processed.
Important Notice
Nothing in this Return & Refund Policy is intended to exclude, restrict, or override any rights you may have under applicable consumer protection or other laws.
Where applicable law provides you with rights that differ from this policy, those legal rights will continue to apply.
Contact Us
If you have questions about a return, exchange, defective product, or store credit, please contact our customer support team:
The Velanza
Website: the-velanza.store
Email: help@the-velanza.store