At Velnoxe, we want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return in accordance with the policy below.
1. Return Eligibility
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must:
Be unused, unworn, unwashed, and undamaged
Be in its original condition
Include all original packaging, tags, accessories, and documentation
Be accompanied by proof of purchase or a valid order number
Items that do not meet these conditions may be refused or subject to a reduced refund where permitted by law.
2. How to Request a Return
Step 1: Email our support team at info@velnoxe.com. Please include your Order Number along with clear photos or a video illustrating the issue.
Step 2: Our customer service team will review your request. Upon approval, we will provide you with a complimentary return shipping label.
Step 3: Print the label, securely package the item, and send it back to us. Once received and inspected, we will process your refund or exchange.
3. Return Shipping Costs
If you are returning an item because you changed your mind, ordered the wrong size, selected the wrong product, or no longer want it, you are responsible for the return shipping costs.
If the item is defective, damaged, or incorrect due to our error, Velnoxe will provide an appropriate solution and cover reasonable return shipping costs when a return is required.
Original shipping charges are generally non-refundable unless required by law or the return results from our error.
We recommend using a trackable shipping service. Velnoxe is not responsible for returns that are lost or damaged during return transportation.
4. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If you receive an item that is damaged, defective, incorrect, or incomplete, contact us within 7 days of delivery at info@velnoxe.com.
Please include your order number and clear photos or videos showing:
The affected product
The defect, damage, or incorrect item
The shipping label
The outer packaging
After reviewing the information, we may offer a replacement, reshipment, partial refund, full refund, or another appropriate solution.
Do not discard the item or packaging until we have completed our review.
5. Non-Returnable Items
Unless required by applicable law, we cannot accept returns for:
Items that have been worn, used, washed, altered, or damaged after delivery
Items without their original tags or packaging
Customized or personalized products
Gift cards
Clearance or final-sale items clearly marked as non-returnable
Personal-care or hygiene products that have been opened
Intimate apparel or other hygiene-sensitive products
Free gifts and promotional items
Items returned after the 30-day return period
Contact us if you are unsure whether your item is eligible for return.
6. Exchanges
We do not guarantee direct exchanges.
The fastest way to obtain a different item, color, or size is usually to return the original item for a refund and place a new order. Contact customer support before returning an item so we can confirm the available options.
7. Refunds
Once we receive your return, we will inspect it and notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow 5–10 business days for your bank or payment provider to process the refund after it has been issued.
Shipping charges, customs duties, import taxes, and return shipping costs are generally non-refundable unless required by law or the return is due to our error.
8. Partial Refunds
Where permitted by law, we may issue a partial refund if:
The returned item shows signs of use
The item is damaged for reasons unrelated to our error
Parts, accessories, tags, or original packaging are missing
The item has decreased in value due to unnecessary handling
We will notify you before issuing a reduced refund.
9. Late or Missing Refunds
If you have not received your refund:
Check your bank or payment account again.
Contact your credit card company or payment provider.
Contact your bank, as processing may take additional time.
If you have completed these steps, email us at info@velnoxe.com.
10. Order Cancellations and Changes
We begin processing orders shortly after they are placed.
If you need to cancel or modify an order, contact us as soon as possible. We cannot guarantee that a request can be completed once processing has begun.
Orders that have already been shipped cannot be canceled. After delivery, you may request a return under this policy.
If an approved cancellation is processed, any refund will be returned to the original payment method.
11. Refused or Undeliverable Packages
If a package is refused, unclaimed, or returned because the address provided was incorrect or incomplete, the customer may be responsible for the original shipping cost, return shipping cost, and any carrier fees.
Any eligible refund will be issued after the returned package has been received and inspected. Applicable shipping and handling costs may be deducted from the refund where permitted by law.
12. Customs Duties and Import Taxes
Customers are responsible for customs duties, import taxes, and related charges unless otherwise stated at checkout.
Refusing a package because of customs fees does not automatically qualify the order for a full refund. Any shipping, return, customs, or handling costs charged to Velnoxe may be deducted from the refund where permitted by law.
13. Lost or Stolen Packages
If tracking shows that your package is still in transit or appears lost, contact us so we can investigate with the shipping carrier.
If tracking shows the package was delivered but you cannot locate it, please:
Confirm the shipping address on your order
Check around the delivery location
Ask household members or neighbors
Contact the shipping carrier
Velnoxe is not responsible for packages stolen after confirmed delivery. However, we will make reasonable efforts to assist you with the carrier investigation.
14. Chargebacks
Please contact us before initiating a chargeback. We are committed to reviewing legitimate concerns and finding an appropriate solution.
Submitting a chargeback does not remove the customer’s responsibilities under this policy. We may provide order, delivery, communication, and return records to the payment provider when responding to a dispute.
15. Your Legal Rights
Nothing in this policy limits any mandatory consumer rights available under the laws of your country or region. If applicable law gives you rights that are more favorable than this policy, those legal rights will apply.
16. Contact Us
For return, refund, or order-related questions, contact:
Velnoxe
Email: info@velnoxe.com
Website: https://velnoxe.com/
Company name: Puertai trade LLC
Return address: 1942 Broadway St., STE 314C#673
Boulder CO 80302
US