Refund policy

This Return & Refund Policy applies to purchases made on Velorno website (https://velorno.com/).

1) 30-Day Returns (Non-Defective Items)

We accept returns for most non-defective items within 30 days of delivery.

Return eligibility conditions

To be eligible for a return, the item must be:

Unused (unworn/unused), in the same condition you received it
In original packaging
Accompanied by proof of purchase (order number, receipt, or confirmation email)

If an item is returned in a condition that does not meet the criteria above, we not be able to issue a refund

2) How to Start a Return (Return Instructions)

To request a return, email us at support@velorno.com with:

Your order number
The item(s) you want to return
The reason for the return (for example: didn’t fit, changed mind, etc.)

If your return request is approved, we will email you:

A return authorization confirmation, and
Instructions on where/how to send your package (and a return label if applicable—see “Return Shipping Costs” below)

Returns sent without requesting/receiving approval first will not be accepted.

3) Damaged, Defective, or Wrong Item Received

Please inspect your order when it arrives.

If your item is defective, damaged, or incorrect, contact us at support@velorno.com and include:

Your order number, and
Clear photos of the issue (and the packaging label if relevant)

If we confirm the issue, we will work with you on the appropriate resolution

4) Return Shipping Costs & Labels (Clear Disclosure)

For approved returns, return shipping is handled as follows:

If the return is due to our error (wrong item, damaged/defective item confirmed by us): we will provide a prepaid return label at no cost to you.
For buyer’s remorse returns (changed mind, didn’t fit, no longer wanted): we will send a return shipping label, and the cost of the label will be deducted from your refund (the deduction amount is based on the carrier rate for that label).

5) Non-Returnable Items (Exceptions)

We do not accept returns for:

Gift cards
Perishable goods (such as food, flowers, or plants)
Custom/personalized items (special orders, personalized products)
Personal care / beauty products (for hygiene reasons), especially if opened/used
Hazardous materials, flammable liquids, or gases
Final sale items (only if clearly marked “Final Sale” on the product page)

If you’re unsure whether your item qualifies, email support@velorno.com before purchasing or returning.

6) Exchanges

We do not offer direct exchanges.

If you want a different item, the fastest option is:

Request and complete a return (if eligible), then
Place a new order for the replacement item.

7) Refunds (Timing + Method)

Once we receive and inspect your return, we will email you to confirm whether your refund is approved.

If approved

Refunds are issued to your original payment method.
We process refunds within 10 business days after inspection/approval.
Your bank or credit card issuer may take additional time to post the refund.

If more than 15 business days have passed since we approved your refund, contact us at support@velorno.com

What is refunded

If approved, your refund typically includes:

The item price, and
Any applicable taxes

Original shipping charges (the amount paid to ship the order to you) are not refundable, except where required by law or if the return is due to our error.