We are committed to providing our customers with quality products and excellent customer service. We understand that there may be occasions when you need to exchange an item, and we are here to assist you with that process. However, please note that we have specific guidelines and conditions for exchanges, and not all items are eligible.

To be eligible for a exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Customer will provide the return shipping at their own cost. You’ll also need the receipt or proof of purchase. 

To start a exchange, you can contact us at info@Velloxa.com. 

1. Eligible Items for Exchange

We accept exchanges for the following situations:

• Defective or damaged items: If you receive a product that is defective or damaged, please contact our customer service team within 7 days of receiving the item to request an exchange. However, if after using the product and you damage it, you are responsible for it.

• Incorrect item received: If you receive an item that is different from what you ordered, we will gladly process an exchange for the correct item.

2. Items Not Eligible for Exchange

While we strive to accommodate our customers' needs, there are instances where exchanges may not be accepted. Items falling under the following categories are not eligible for exchange:

• Items that have been used, worn, or washed.

• Personalized or customized items that were created specifically for you.

• Items without their original packaging, tags, or labels.

• Items that are no longer in their original, saleable condition.

• Items that have passed our exchanges window, which is 7-days from the date of receiving goods of purchase.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as 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 get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds
We do not accept refunds on all items. Only exchanges are accepted within 7 days.

If more than 15 business days have passed since we’ve approved your exchange, please contact us at info@Velloxa.com