Refund policy

Return & Refund Policy

At Velina, we value every customer and aim to provide a smooth shopping experience. Please read our return and refund policy carefully before placing an order.

Returns

We currently do not accept returns for change of mind, incorrect selection, or personal preference reasons.

Due to hygiene and product protection standards, all sales are considered final once shipped.

However, if your item arrives:

  • Damaged
  • Defective
  • Incorrect

Please contact us within 48 hours of delivery with clear photos of the issue.

Refunds

Refunds are only eligible for:

  • Items that arrive damaged
  • Incorrect items received
  • Orders lost in transit (where confirmed by the carrier)

Once your claim is reviewed and approved, your refund will be processed back to your original payment method.

Please allow 5–10 business days for the refund to appear depending on your bank or payment provider.

Non-Refundable Items

The following items are not eligible for refunds:

  • Sale or discounted items
  • Gift cards
  • Items damaged due to misuse or improper care
  • Orders where incorrect shipping information was provided by the customer

Order Cancellations

Orders may only be canceled within 12 hours of purchase. After processing or shipment begins, cancellations are no longer possible.

Shipping Costs

Shipping fees are non-refundable unless the error was caused by us.

Customers are responsible for any customs duties, taxes, or import fees charged by their country.