1. Not Happy with Your Order
If you are not happy with your purchase or it seems to be different than what you expected, please contact us via firstname.lastname@example.org. Our customer service team will review your request and send out further instructions to make sure you have the best experience with your Vely orders.
To review your request and proceed with the resolution quickly and effectively, please include a photograph of the item that you received and let us know why you are not happy with your order.
We will use the information to review your order and improve our service and product.
Note: Our policy may last 14 days from the arrival date. If 14 days have gone by since you received the item, unfortunately, we can’t offer you any solution.
2. Damaged or Low-Quality Items
If the product is defective or does not properly function as advertised, feel free to chat with us. We will take responsibility for any damage that occurred during the production process and delivery.
To proceed with the returns & refund quickly and effectively, please include a photograph demonstrating the poor quality or the damaged area of the item. The most optimal pictures should be taken on a flat surface, with the tag and error of the items clearly displayed. We’ll send you replacements as soon as we confirm the situation, no need to return the defective ones. We will use this information to help you with your order, and eliminate errors in the future.
Ideally, the items should be photographed on a flat surface, with the tag and error clearly displayed.
Caution: This warranty only covers manufacturing defects and does not cover:
– Damage caused by accident
– Improper care
– Normal wear and tear
– Break down of colors and materials due to sun exposure
– Aftermarket modification
Note: Our policy may last 14 days from the arrival date. If 14 days have gone by since you received the item, unfortunately, we can’t offer you a full refund or replacement.
3. Did not receive your product
If your delivery is delayed than expected, you do have the right to request a refund or a new replacement for that order. Simply chat with our agent and provide your order information, we will assist you with the highest priority.
– Your request must be submitted to our team within 2 months since you placed the order. After that time, the tracking information might be expired so it will be impossible for us to assist you further.
– In case we proceed with a refund. It will go back to your account in 5-10 business days, depending on your bank’s progress.
4. Refund time
All refunds will be credited to your original form of payment. Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to the following table for more details.
Up to 10 business days
3 to 5 business days
Note: In case the credit has not been posted to your account yet, please contact the card-issuing bank for further assistance.