Refund policy
When you receive something you weren't expecting, we feel your pain. That's why we're here for you every step of the way in your shopping journey, including returns and exchanges!
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, 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.
To start a return, you can contact us at contact@velthentic.com. Items sent back to us without first requesting a return will not be accepted.
Please note that the return shipping fee must be covered by the customer, unless the original products are defective. Please see below under which conditions an item is deemed defective.
You can always contact us for any return question at contact@velthentic.com.
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.
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.
CONDITIONS THAT ARE NOT DEEMED AS DEFECTIVE IN QUALITY:
- Returns due to sizing issues do not constitute quality issues. Please allow for 2-3 centimeters of discrepancy from measurements displayed on our size chart due to manual measuring errors. Please refer to our sizing chart for decisions on your purchase, as our service team can only offer our recommendations.
- Loose threads, raw edges, thickness, a touch of fabrics, and differences in color due to differences in monitor display are NOT treated as quality issues.
- Returns due to dissatisfaction with styles, colors, fit, and changes in personal preferences are NOT treated as quality issues.
- Damages due to use, wash, improper maintenance, self-repair, modifications, or other human factors are NOT treated as quality issues.
- Due to differences in design and style between items, there may be slight differences between different items in the same size. Please refer to the actual measurements.
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 will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at contact@velthentic.com.
IMPORTANT NOTE:
- For order cancellation requests, a $5.99 USD cancellation fee will be applied (applicable to non-EU orders only).
- Please do not send your item(s) to the sender's address listed on your package. This is not the return address and will delay the processing of your return & refund.
- Please make sure you have not included non-Velthentic item(s) by accident in your return package. We will not be responsible for sending those items back to you.
- Items sent back to us without first requesting a return will not be accepted.
