Refund policy

Return and refund policy

We want you to love what you ordered from Velnel. If something isn't right, you have 30 days from the day your order is delivered to request a return.

Eligibility

To be eligible for a return, your item must be unused, in the same condition you received it, and in its original packaging. Please contact us before sending anything back so we can send you return instructions and the correct return address. Items sent back without first requesting a return will not be accepted.

Damaged, defective, or wrong items

Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, contact us within 30 days of delivery with your order number and a photo, and we will send a replacement or issue a full refund — your choice.

Refunds

Once we receive and inspect your return, we'll let you know whether the refund is approved. Approved refunds are issued to your original payment method within 10 business days. Please remember it can take some time for your bank or card company to process and post the refund. If more than 15 business days have passed since your refund was approved, contact us at velnelstudio@gmail.com.

Exchanges

The fastest way to get what you want is to return the item you have and place a new order for the new item once your return is accepted.

Questions

Email us at velnelstudio@gmail.com with your order number and we'll help.