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Refund & Return Policy
At Velenlane, customer satisfaction is our top priority. We understand that sometimes a purchase may not meet your expectations. If you are not completely satisfied with your order, please contact our customer service team for assistance.
Please provide details of the item(s) you wish to return, along with the reason for your return request. Our team will review your request and provide further instructions.
Velenlane’s Responsibility
If you receive an incorrect, damaged, or defective item, please contact our customer service team for assistance.
After reviewing your request, if the return is approved, Velenlane will provide return instructions and cover the applicable return shipping costs.
Customer Responsibility
Customers are responsible for confirming that the selected product, size, color, and order details are correct before completing checkout.
If an item is purchased incorrectly (such as the wrong size, color, or style), the item may be eligible for return or exchange, subject to the conditions outlined in this policy.
In such cases, the customer is responsible for all return shipping costs, including shipping costs to and from our warehouse.
Refunds or exchanges will only be processed after the returned item(s) have been received and inspected by our warehouse.
PLEASE NOTE
- Eligible items may be returned or exchanged within 30 days of delivery.
- Items must be unused, unworn, undamaged, and returned in their original packaging with all included accessories and components.
- Items returned in unacceptable condition may not be eligible for a refund, and any additional costs caused by the return condition may be deducted accordingly.
- Returns sent via Cash on Delivery (COD) will not be accepted and will be rejected upon delivery.
- Final sale items, free gifts, and certain promotional items may not be eligible for return or exchange unless otherwise stated.
- Once an order has been processed or shipped, we are unable to modify the shipping address. Please ensure all shipping information is accurate before placing your order.
- Velenlane is not responsible for lost parcels caused by incomplete, incorrect, or inaccurate shipping information provided by the customer.
ORDER CANCELLATION
You may cancel your order within 12 hours of placing it.
If your order has already been processed or shipped, cancellation is no longer possible. In this case, you will need to follow our standard return procedure after receiving the item.
To request an order cancellation, please contact our customer service team as soon as possible via email and provide your order number.
Email:
support@velenlane.com
Please note that cancellation requests submitted after the processing period cannot be guaranteed.
RETURN INSTRUCTIONS
1. Incorrect or Defective Items Received
If you receive an incorrect or defective item:
Please contact our customer service team to initiate the return process.
Our team will review your request and provide return instructions if approved. Velenlane will cover the return shipping costs in these cases.
2. Non-Defective Items (Wrong Size, Color Preference, or Change of Mind)
If you receive an item in good condition but wish to return it due to personal preference, sizing issues, color preference, or other non-quality-related reasons, returns may be accepted under the following conditions:
- The item must be returned in its original condition.
- The customer is responsible for return shipping costs.
- The original item price may be refunded after inspection, excluding any applicable shipping fees or discount adjustments.
To request a return, please provide:
- Order number
- Proof of purchase (photo or video, if applicable)
- Full shipping address
- Contact phone number
WHERE DO I SEND RETURNS?
Please contact our customer service team at:
Email:
support@velenlane.com
Our team will provide the return address and detailed return instructions after reviewing your request.
ORDER PROCESSING & RETURN CONDITIONS
Orders are typically processed within 1–7 business days after purchase.
Once an order has entered the processing or shipping stage, cancellation requests may no longer be accepted.
Most eligible items shipped by Velenlane can be returned within 30 days of delivery.
Return requests submitted after 30 days from delivery will not be accepted, except in cases involving product quality issues.
Tracking information will be provided after shipment whenever applicable.
Certain products may have additional return conditions depending on product category or supplier requirements.
RETURN / EXCHANGE PROCESS
Step 1:
Contact our customer service team to request a return or exchange.
Step 2:
Provide your order number and relevant purchase information.
Step 3:
Once approved, we will provide the return address and instructions.
Step 4:
Carefully package the item(s) and include all original packaging, including boxes, tags, dust bags, accessories, and other components.
Step 5:
Ship the package and keep your tracking receipt until the return has been completed.
REFUND POLICY
Once your returned item(s) have been received and inspected, we will notify you by email regarding the approval or rejection of your refund.
If approved, your refund will be processed within 3–5 business days and credited back to your original payment method. The actual time required for funds to appear may vary depending on your payment provider.
Partial Order Cancellation or Return and Discount Adjustment
If a partial cancellation or return causes the remaining items in an order to no longer meet the requirements of the original promotion or discount offer (including but not limited to minimum spend discounts, discount codes, vouchers, bundle promotions, or free gift offers), the original discount applied to the order may be recalculated.
Any discount amount that is no longer applicable after the cancellation or return may be deducted from the refund amount.
Refund calculation:
Refund amount = Amount paid for the cancelled/returned item(s) - Applicable discount adjustment
Velenlane reserves the right to adjust refunds based on the actual promotional conditions and discounts applied to the order at the time of purchase.
CONTACT INFORMATION
If you have any questions regarding this policy, please contact us:
Email:
support@velenlane.com