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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with any tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at info@velinorax.com with your order number and the reason for the return.
Returns must be sent to the following address (after approval):
128, City Road, London, EC1V 2NX, UNITED KINGDOM.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If you are returning an item because it is defective, damaged, or you received the wrong item, we will cover the return shipping cost.
For all other returns, the customer is responsible for return shipping costs.
Please inspect your order upon reception and contact us immediately at info@velinorax.com if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Certain types of items cannot be returned, such as perishable goods (food, flowers, or plants), custom products (special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please contact us if you have questions about your item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can place a new order for the desired item.
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without a justification. Items must be returned in the same condition as received, unworn or unused, with tags, and in the original packaging, and you’ll need the receipt or proof of purchase.
We will notify you once we’ve received and inspected your return and let you know if the refund is approved. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please note that it can take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your refund, please contact us at info@velinorax.com.