Refund policy

REFUND & RETURN POLICY

Please review this Refund & Return Policy carefully before placing an order. By completing a purchase, you acknowledge and agree to the terms below.

ALL SALES ARE FINAL

All sales are final unless:

  • The item qualifies for review under this policy

  • The required claim procedures are completed

  • A manager reviews the circumstances and approves the resolution

  • A refund or return is otherwise required by applicable law

Submitting a claim does not guarantee a refund, replacement, return, or store credit.

NO REFUNDS FOR CHANGE OF MIND

Refunds and returns will not be approved for:

  • Changing your mind after purchase

  • Ordering the wrong item, size, color, option, or variation

  • Deciding you no longer want the product

  • Personal preferences or unmet personal expectations

  • Failure to review product descriptions, images, measurements, or specifications

  • Improper use or handling

  • Normal wear and tear

  • Damage caused after delivery

  • Shipping delays caused by carriers, weather, customs, or other external conditions

Customers are responsible for reviewing all product information and store policies before completing a purchase.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Claims may be reviewed when an item arrives:

  • Damaged during shipping

  • Defective because of a manufacturing issue

  • Broken upon arrival

  • Different from the item ordered

  • Missing an included component listed in the product description

To submit a claim, contact Velorbusiness@outlook.com within 48 hours of delivery.

Your claim must include:

  • Your order number

  • The delivery date

  • A clear description of the issue

  • Clear photographs showing the item and problem

  • A video demonstrating the issue when requested

  • Photographs of the original packaging and shipping label when requested

  • Any additional information requested during the investigation

Claims submitted after 48 hours may not qualify for review unless an extended warranty applies or applicable law requires otherwise.

REQUIRED CLAIM PROCEDURE

All refund, return, and replacement requests must complete the following process:

  1. Contact customer support within the applicable claim period.

  2. Provide your order number and a complete description of the issue.

  3. Submit clear photographs and videos when requested.

  4. Complete any reasonable troubleshooting instructions provided.

  5. Maintain communication with customer support throughout the review.

  6. Wait for the claim to be reviewed by a manager.

  7. Receive written approval before returning an item or expecting a refund.

Incomplete claims, insufficient evidence, refusal to complete troubleshooting, or failure to respond to communication may prevent the claim from being approved.

MANAGER REVIEW AND APPROVAL

Every eligible claim is reviewed individually.

A refund may only be issued when:

  • All required procedures have been completed

  • Sufficient photographs, videos, and supporting information have been provided

  • The customer has cooperated with reasonable troubleshooting requests

  • A manager has reviewed the complete situation

  • The manager has provided written approval for the refund

The manager may approve a replacement, refund, return, store credit, or another appropriate resolution based on the evidence and circumstances.

No refund, return, replacement, or store credit is guaranteed solely because a claim was submitted.

ITEMS AND SITUATIONS NOT COVERED

Claims may be denied when the issue results from:

  • Improper use, installation, storage, or handling

  • Normal wear and tear

  • Accidental damage

  • Damage caused by children, pets, or other individuals

  • Chewing, scratching, tearing, dropping, or exposure to liquid

  • Failure to follow product or care instructions

  • Unauthorized alterations, repairs, or modifications

  • Damage occurring after the item was used

  • Missing batteries or accessories not listed as included

  • Personal preference or dissatisfaction unrelated to a defect

  • Failure to submit sufficient evidence within the required timeframe

OPTIONAL 30-DAY WARRANTY

If a 30-Day Extended Warranty is offered and purchased at checkout, eligible claims may be submitted within 30 days of delivery.

The warranty:

  • Extends the claim-review period

  • Allows eligible performance or product-condition concerns to be reviewed

  • Does not guarantee a refund

  • Remains subject to the required claim procedures

  • Requires photographs, videos, communication, and manager approval

  • Does not cover misuse, accidental damage, normal wear and tear, unauthorized modifications, or excluded circumstances

The warranty must be purchased at checkout and cannot be added after an order has been placed.

RETURN CONDITIONS

If a return is approved by a manager:

  • Written authorization must be received before the item is returned.

  • The item must be returned according to the provided instructions.

  • The item must include its original packaging and components when required.

  • The customer may be responsible for return shipping costs.

  • Original shipping fees are non-refundable unless required by applicable law.

  • A refund or replacement may be withheld until the returned item is received and inspected.

Unauthorized returns will not be accepted or refunded.

ORDERS IN TRANSIT

Orders cannot be canceled or refunded after processing or shipment solely because the customer changed their mind or because the package is experiencing a carrier delay.

If an item arrives damaged, defective, or incorrect, the customer must follow the claim procedure after delivery.

Nothing in this section limits any rights that apply when an order is not shipped, cannot be fulfilled, or must be refunded under applicable law.

LOST, STOLEN, OR DELIVERED PACKAGES

We are not responsible for:

  • Packages marked as delivered but not received

  • Packages stolen after confirmed delivery

  • Incorrect or incomplete shipping information provided by the customer

  • Customs delays, duties, taxes, or fees

  • Carrier delays outside our control

Customers should contact the shipping carrier and check with household members, neighbors, building management, or the local delivery office when a package is marked as delivered but cannot be located.

We may assist with reviewing tracking information, but assistance does not guarantee a refund or replacement.

CHARGEBACKS AND PAYMENT DISPUTES

Please contact Velorbusiness@outlook.com and allow us an opportunity to review and resolve the issue before filing a payment dispute.

If a dispute is submitted, we reserve the right to provide the payment processor with relevant records, including:

  • Order information

  • Tracking and delivery confirmation

  • Customer communications

  • Submitted photographs or videos

  • The policies accepted at checkout

  • Evidence related to the claim and proposed resolution

Nothing in this section prevents customers from exercising any rights provided by applicable law or their payment provider.

APPROVED REFUNDS

If a manager approves a refund:

  • The approval will be provided in writing.

  • The refund will be issued to the original payment method.

  • Processing times may vary depending on the bank or payment provider.

  • Original shipping charges may remain non-refundable unless otherwise approved or required by law.

POLICY UPDATES

This policy may be updated at any time. The version displayed and accepted at the time of purchase will apply to that order, subject to applicable law.

CONTACT US

For refund, return, defective-item, or warranty claims, contact:

Velorbusiness@outlook.com

Please include:

  • Your order number

  • Delivery date

  • A description of the issue

  • Clear photographs and videos

  • Any requested supporting information

Typical response time: 24–48 business hours

IMPORTANT REMINDERS

  • Review all product details before ordering.

  • Report damaged, defective, or incorrect items within 48 hours.

  • Keep the product and original packaging while your claim is reviewed.

  • Provide all requested photographs and videos.

  • Maintain communication throughout the review.

  • Do not return an item without written authorization.

  • Refunds require completed procedures and manager approval.

By placing an order, you confirm that you have read, understood, and agreed to this Refund & Return Policy.