Refund policy

At Velorena, customer satisfaction is important to us, and we strive to ensure that every order meets your expectations. Refunds are considered only under specific circumstances, including the receipt of a damaged product, an incorrect item, a manufacturing defect, or if an order is lost during transit and cannot be delivered. To initiate a refund request, customers must contact our support team within the specified reporting period and provide all necessary information, including order details and supporting photographs where applicable.

Once a refund request is received, our team will review and verify the claim. If approved, the refund will be processed to the original payment method used during purchase. Depending on your bank or payment provider, the refunded amount may take 5–10 business days to reflect in your account. Refunds will not be granted for reasons such as change of mind, incorrect size selection by the customer, slight color variations due to screen display differences, or products that have been used, washed, altered, or damaged after delivery. Sale items, promotional purchases, and clearance products may also be excluded from refund eligibility unless they arrive damaged or defective.