Refund policy

Last updated: 05/27/2026
At Velena, we are committed to providing a clear, transparent, and elegant shopping experience. On this page, you’ll find all information regarding returns, cancellations, and refunds.
30-Day Returns
Eligible items may be returned within 30 days of delivery
Return Shipping
Return shipping costs are the responsibility of the customer
Refunds Within 14 Days
Processed after return inspection or proof of shipment
Returns & Refund Policy – Velena
At Velena, we want you to feel confident with every purchase. If you are not completely satisfied with your order, please review the information below regarding returns, refunds, and cancellations.
Important: Return shipping costs are not covered by Velena and remain the responsibility of the customer unless the item arrives damaged or defective.
Can I return my order?
Yes. Eligible items may be returned within 30 days of delivery.
If your order does not meet your expectations, you may request a return according to the conditions outlined below.
Return Conditions
  • Unused condition: Items must be returned in their original condition without visible signs of wear, damage, or alteration.
  • Original packaging: Whenever possible, items should be returned with original packaging and accessories.
  • Damaged or defective products: If your item arrives damaged or defective, please contact us as soon as possible with photos of the issue.
  • Return shipping: Customers are responsible for return shipping costs unless otherwise required by law.
  • Inspection process: Returned items are inspected within 7 business days after arrival at the designated return facility.
How to Start a Return
1) Contact Customer Support
To request a return, please contact our support team at info@velenaofficial.com.
2) Include Your Order Information
  • Order number
  • Reason for return
  • Photos if the item is damaged or defective
  • Full name
  • Shipping address
3) Wait for Return Approval
Our team will provide the correct return instructions and return address. Please do not send any items back before receiving confirmation from our support team.
4) Ship Your Return
We strongly recommend using a tracked shipping service to ensure your return can be properly monitored during transit.
Refused or Unclaimed Deliveries
If a package is refused or not collected by the customer, any logistical costs incurred may be deducted from the refund amount.
This includes any carrier fees associated with returning the shipment to the warehouse.
Orders Already in Transit
Once an order has been processed and shipped, it can no longer be canceled immediately.
If you would still like to return your order after shipment, please wait until the package is delivered and follow the standard return procedure outlined above.
Refund Process
Once the returned item has been received and inspected, refunds are processed within 14 days using the original payment method.
Please note: Refunds may be delayed until the returned item has been received or valid proof of return shipment has been provided.
Customer Support
For any questions regarding returns, refunds, cancellations, or your order, please contact us at: info@velenaofficial.com
Our support team will be happy to assist you as quickly as possible.
Last updated: 05/27/2026
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