Exchange and Return Policy
Exchange and Return Policy – VELOY Store
At VELOY, your satisfaction is our top priority, and we strive to provide a luxurious and comfortable shopping experience. Therefore, we have a clear and flexible policy that reflects our confidence in the quality of our products.
Please fill out this form to complete the exchange or return process:
https://forms.gle/ZiYnwmTdRWituK227
Exchanges:
1-You can exchange your product within 60 days (two months) of the purchase date. This applies in the following cases: size discrepancy, color change, or if you wish to choose a different product, provided the product is new and in its original packaging with the box, envelopes, and invoice.
2-Products with engravings, including names or initials, are considered special and personal items. However, to ensure your satisfaction, we will review your request and offer a suitable solution. If the product does not meet your specifications, we are happy to accept it and refund its price within 14 days of receipt.
3- Quality Guarantee: All Veloy products come with a one-year warranty on leather quality. If the leather changes color or peels within one year of purchase, the following will be provided:Replace the product with a new one or exchange it for its value if the same product is unavailable.
4-Shipping: If the reason for the replacement is a defect on the part of the store, Veloy will bear the costs of the replacement or return,If the reason for the change is at the customer's request, the customer will bear the shipping costs.
5-Policy Update: Veloy reserves the right to update its return and exchange policy to improve service. Updates will be implemented immediately upon posting on the website.
Returns:
- Because your satisfaction is our goal, you can return the product within 30 days of the purchase date. This applies in the following cases: size discrepancy, color change, or if you wish to choose a different product, provided the product is new and in its original packaging with the box, envelopes, and invoice.
Exchange and Return Conditions:
1-The product must be completely unused. We will not accept returns or exchanges on any used product.
2- Exchanges and returns are not accepted for any product damaged by the customer or missing any of its accessories.
3- Returns and exchanges are accepted for damage resulting from a quality guarantee (such as discoloration or leather peeling) within one year.
4- The original box and packaging must be retained, and the product must be returned in its original condition as received.
5- If the invoice includes free shipping, the customer will be charged for re-export and delivery fees.
6- When requesting a return, payment service fees will be deducted, including those for Tabby and Tamara.
Request Procedures
1- Contact us via email at [email protected] or WhatsApp customer service at +966533571132 and inform us of your request (including the order number, reason for return/exchange, and photos if necessary).
2- Upon approval, you will receive shipping instructions to our address.
3- Upon arrival of the product and verification of the conditions, the exchange, return, or refund will be processed.
4- In the case of an exchange, we will send the replacement product immediately upon your approval.
5- In case of a refund, the money will be returned to your original payment method.
Your satisfaction is our goal
We strive to make every purchase experience with Veloy a trustworthy and convenient one. If you have any questions or need support, our team is always here to help. Don't hesitate to contact us.