How to return my product?
At Velites, we strive to ensure the satisfaction of our customers. If for any reason you need to return your product, we are here to help you. Please follow these simple steps to ensure that the process is carried out efficiently.
Before proceeding with the return of your product, make sure to meet the following requirements:
- Return the product along with all its accessories.
- Both the product and its accessories must be in their original packaging. The packaging should not be damaged.
- The product must be in perfect condition, without having been washed or used.
- The purchase date should not exceed 30 days (except for presale products).
- Returns apply only to products purchased directly through our website.
- Returns of customized and/or clearance products will not be accepted.
1. Contact our customer service through the email firstname.lastname@example.org to notify your intention to return the product.
2. Our team will verify that your return meets the aforementioned requirements.
3. You will receive detailed instructions on how to send the product back.
4. Before sending the product, make sure it is complete, and all accessories are in their original packaging. Pack everything securely to avoid damage during transport.
5. We will inspect the returned product to ensure it complies with the return policies.
6. Once the return is approved, we will process your refund or exchange according to your preferences.
Frequently Asked Questions:
1. Does the return have any cost?
We will cover the return expenses, provided that the process has been organized by Velites. If the customer chooses to return the merchandise without consulting our customer service, the expenses will be at their own cost.
2. What happens if the product does not meet the return policy?
If, after inspection, we determine that the product does not comply, unfortunately, we will not be able to process the refund or exchange. However, we offer the option to return the product, but the shipping costs will be at your expense.
3. When will I receive my money?
We will refund according to the chosen method within 7 business days from the receipt of the product in our warehouse. Note that the shipping costs of your order are non-refundable.
4. How will I receive the refund?
- To save time, we recommend receiving the value of the returned product in the form of a voucher. You can use it immediately on your new Velites order.
- We can also process the refund to the same account you used to make the purchase. Keep in mind that it may take several days for the amount to reach your bank account.
- Vouchers have a validity of 1 year.
- If your card has expired, we will issue a voucher. No transfers to other bank accounts will be made.
5. When will I receive my new product?
We will arrange the new order within 7 business days from the receipt of the product in our warehouse. We will send you an email as soon as the new order is created.
6. Can I exchange for a product that does not have the same value?
No problem, we will send you an email with a link that will allow you to complete the payment if the product has a higher value. If the product is cheaper, we will give you a voucher for the price difference.
7. Can I manage multiple size exchanges in the same order?
It is possible to make multiple size exchanges in the same order. Please remember that we only cover the costs of the first size exchange. From the second one onwards, we will charge you the return costs and the shipping costs of the new product.
8. From the moment I receive the return label, how much time do I have to return the product?
From the delivery of the return label, you have 7 days to process the return. If you cannot meet this deadline, you must inform the customer service team. Otherwise, the return process will be canceled, and the label will be voided.
9. I have already changed the size of my product, but now I want a refund. What should I do?
We understand that despite changing the size, if the product does not meet your expectations, you may want to return it. In this case, it is possible to make a return; however, the shipping costs will be at your expense since we have already covered the costs of a return in the same order.