Refund policy
Thank You for Shopping with Velnie
Thank you for shopping with Velnie. We truly appreciate your purchase and want you to feel confident when ordering from our store.
Please read our return and refund policy carefully before placing your order.
30-Day Refund & Replacement Policy
You may be eligible for a full refund or a free replacement within 30 days of receiving your order if your item arrives with an issue caused by production, fulfillment, or shipping.
If your refund or replacement request is approved, you are not required to return the original item.
We offer a refund or replacement in the following cases:
- The item is defective, damaged, broken, or does not function correctly.
- The item you received does not match the product description or your confirmed customization details.
- The size received is incorrect or does not match the size selected in your order.
- Your order is missing item(s).
- Your order has been lost in transit.
No Refunds or Replacements for the Following Cases
Because our products are custom-made and printed on demand, each item is created especially for your order. For this reason, we are unable to accept returns, refunds, or free replacements when the item has been made correctly according to the order details.
We do not offer refunds or free replacements in the following cases:
- The request is made more than 30 days after the delivery date.
- The wrong size, product, shipping address, or customization details were selected or entered at checkout.
- The item was produced and delivered exactly as ordered, but the customer no longer wants it.
- The selected size does not fit as expected, but the item was made in the size selected at checkout.
- The item has been worn, washed, soiled, damaged, or mishandled after delivery.
- The issue was caused by improper use, poor care, or incorrect maintenance.
- The item was produced correctly according to the order details, but you would prefer a different design, size, color, or product after delivery.
- Sale or promotional items are final sale unless they arrive damaged, defective, incorrect, or there is an issue caused by our production or fulfillment process.
How to Request a Refund or Replacement
To request a refund or replacement, please follow the steps below:
Step 1: Contact us at support@velnie.com within 30 days of receiving your order.
Step 2: Please include the following information:
- Your order details
- A clear description of the issue
- Photos of the received item
- Photos of the packaging
- A clear image of the shipping label
Step 3: Once your request has been reviewed and approved, we will issue a refund or send a replacement.
Refund Processing Time
Once your refund request is approved, your refund will be processed back to your original payment method.
Refunds usually take 5–7 business days to appear, depending on your bank or payment provider.
Exchanges
Because all Velnie products are custom-made or printed on demand, we do not offer traditional exchanges.
If you received the correct item but would like a different size, design, or customization, we may be able to offer a discounted replacement or resend option.
In this case, the customer is responsible for the resend fee, which varies depending on the product.
FAQs
1. Can I get a refund if I am dissatisfied with my purchase or no longer want it?
Refunds are only available if there is a product quality issue, production error, incorrect item, missing item, or shipping-related issue that falls within our 30-day policy.
We do not offer refunds for change of mind, personal preference, or incorrect details entered at checkout.
2. What if I entered the wrong customization details?
Please review all personalization details carefully before placing your order.
If incorrect information is entered at checkout, such as a name, date, color, size, or shipping address, we are unable to offer a free refund or replacement once the item has been produced.
3. What if I ordered the wrong size?
If the size received does not match the size selected in your order, we will gladly offer a refund or replacement.
If the item was made in the size selected at checkout but does not fit as expected, we are unable to offer a free refund or replacement. However, we may offer a discounted resend option.
4. Do I need to return the item?
No. In most approved cases, you do not need to return the original item.
To help us resolve the issue, please provide clear photos of the item, packaging, and shipping label.
5. Can I exchange my item?
We do not offer traditional exchanges because each item is custom-made.
If you would like a different size or design after receiving the correct item, you may request a discounted replacement or resend option.