Veltero Return & Refund Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
1. Eligibility for Returns To be eligible for a return, your item must be in the exact same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
2. How to Start a Return To start a return, you must contact us at strutinskiyb18@gmail.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
We will respond within 2 business days.
Please note that returns will need to be sent to the following physical address:
Ukraine
Zhytomyr Region
Korosten District
City of Malyn
31/2 Hrushevsky Street
Zip Code - 11601
Bohdan Strutynskyi
3. Return Shipping Costs Please be aware that the buyer is responsible for paying all return shipping costs. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item. If the return is due to a defect or an error on our part (e.g., wrong item shipped), we will gladly cover the return shipping costs or arrange a free replacement.
4. Damages and Issues Please inspect your order upon reception and contact us immediately (within 48 hours) if the item is defective, damaged, or if you received the wrong item. Please include clear photos of the defect or damage in your email so that we can evaluate the issue and make it right immediately.
5. Exceptions / Non-Returnable Items Due to the nature of our production, certain types of items cannot be returned or exchanged unless they arrive defective or damaged. These include:
- Custom Products: Any item that is made-to-order based on specific customer measurements, custom color combinations, or specific design alterations.
- Personalized Items: Any item that features custom engravings, stamped initials, names, logos, or any other personalized modifications.
Unfortunately, we also cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item before placing an order.
6. European Union 14-Day Cooling Off Period 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 stated above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. Custom and personalized items remain exempt from this rule as per EU consumer protection laws regarding bespoke goods.
7. 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.
8. Refunds We will notify you as soon as we receive and inspect your returned item, and let you know whether the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 5-10 business days of our receipt and inspection of the item. 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 approved your return, please contact us at strutinskiyb18@gmail.com.
