Refund policy

At Velnix, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we're here to help.

Returns

You may request a return within 7 days of receiving your order if:

• The item is damaged or defective upon delivery.
• You received the wrong product.
• The product is missing parts or accessories.

To be eligible for a return:

• The item must be unused and in its original condition.
• The product must be returned in its original packaging.
• Proof of purchase (order number or receipt) is required.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless they arrive damaged or defective:

• Personal care products
• Beauty items
• Undergarments
• Used or opened products

Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund.

If approved:

• Your refund will be processed within 5–7 business days.
• Refunds for Cash on Delivery (COD) orders will be issued via bank transfer or another mutually agreed payment method.

Damaged or Incorrect Orders

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:

• Your order number
• Clear photos of the product
• Photos of the package (if applicable)

We will arrange a replacement or refund after verification.

Order Cancellation

Orders can be cancelled before they are dispatched.

Once an order has been shipped, it cannot be cancelled. You may request a return after receiving the order if it meets our return conditions.

Shipping Charges

• If the return is due to our mistake (wrong, damaged, or defective item), we will cover the return shipping costs.
• If the return is due to a change of mind, the customer is responsible for the return shipping charges