Welcome to Veltriia. This Return Policy outlines the guidelines, timeframes, and step-by-step procedures for returning physical merchandise purchased from our online store. We want to ensure that your experience with Veltriia is as smooth and transparent as possible. Please review this policy carefully before requesting a return so you are fully informed of our criteria, processing steps, and eligibility rules.
1. Return Eligibility Window and Criteria
- 30-Day Return Window: You may initiate a request to return eligible physical merchandise within 30 calendar days from the exact date your order was successfully delivered to your shipping address.
- Condition of Items: To qualify for an authorized return, items must be unused, unworn, in their exact original condition, and enclosed within their original product packaging with all accompanying tags, labels, and protective seals fully intact.
- Ineligible Goods: Items that show visible signs of wear, physical damage, alterations, or misuse by the customer will not be accepted for return. Additionally, personal care items, clearance final-sale merchandise, and opened digital goods are exempt from return eligibility.
2. Return Process and Free Shipping Instructions
If you have an item that meets our eligibility criteria and you wish to send it back, please follow these structured steps:
- Contact Customer Support: Reach out to our support team via email at info@veltriia.site or by telephone at +17867200865 within the 30-day window. Please provide your original order number, the specific item(s) you wish to return, and the reason for your request.
- Receive Return Authorization & Free Label: Our customer care team will review your request. If approved, you will receive detailed instructions along with a free, prepaid return shipping label.
- Secure Packaging & Free Return Shipping: Pack the merchandise securely in its original packaging and include your order reference details inside the box. Affix the provided prepaid label to the outside of the box. We proudly cover 100% of the return shipping costs for all eligible domestic returns, so there is no financial burden on you.
3. Return Inspection and Processing
- Physical Inspection: Once your returned package arrives at our warehouse facility, our team will conduct a thorough physical inspection to verify that the item complies with our condition requirements.
- Notification: We will send you an email notification confirming whether your return has been successfully accepted or rejected based on our inspection findings.
- Refunds, Exchanges, or Store Credit: For approved returns, you may opt for an eligible product exchange, receive store credit, or request a full refund. The refunded amount will directly be deposited to the payment method you paid with, processed within 5 to 7 business days following our inspection.
4. Damaged, Defective, or Incorrect Deliveries
- Reporting Window: If you receive an item that arrived physically damaged, structurally defective, or completely incorrect, you must notify our support team within 48 hours of delivery.
- Photographic Evidence: To streamline the return or replacement of defective items, clear photographic proof showing the damage or discrepancy must be submitted via email.
- Resolution: Upon swift verification of a damaged or incorrect shipment, we will arrange a complimentary return shipping label or issue an immediate replacement item at no additional cost to you.
