Refund policy
Last updated: October 7, 2026
Request a return within 14 days
For a change-of-mind return, email hello@velorela.com within 14 days after delivery. Include your order number, item and reason for the request. Please contact us before sending anything back. We will provide return instructions and the return address after reviewing your request; do not send a return to an address on the original shipping label without our confirmation.
Return condition
Change-of-mind returns must be unused, unwashed and in their original condition, with all supplied accessories and original packaging. Keep your proof of purchase. These conditions do not restrict remedies for defective, damaged, incorrect or misdescribed items.
Return shipping fees
Eligible change-of-mind returns incur a fixed original shipping deduction, including orders shipped free within the US. Return postage is also paid by the customer.
| Standard packed weight of returned items | Original shipping deduction (USD) |
|---|---|
| Up to and including 1 lb | $8.99 |
| Over 1 lb, up to and including 2 lb | $14.99 |
| Over 2 lb, up to and including 5 lb | $19.99 |
| Over 5 lb | $24.99 |
One deduction applies per return, based on the combined standard packed weight of the returned items as recorded by our store, rather than your replacement shipping box. The deduction is capped at $24.99 per return; Velorela covers any original shipping cost above this amount. Return postage is separate. If you arrange and pay for return shipping, we will not deduct that postage again. If we offer a prepaid return label, its cost will be disclosed before it is issued.
Damaged, defective or incorrect items
Contact us with your order number and a description of the problem; photos can help us assess it. Original shipping deductions do not apply to defective items, transit damage, incorrect items or items that do not match their description. We will arrange an appropriate remedy and cover necessary return shipping in these cases.
Refunds
After receiving and inspecting your return, we will notify you whether it is approved. Approved refunds are processed to the original payment method within 10 business days after receipt and inspection. Your bank or payment provider may need additional time to post the funds. For change-of-mind returns, the applicable original shipping deduction and any agreed prepaid return-label cost are deducted from the refund.
Cancellations and exchanges
Email us promptly if you want to cancel an order. A cancellation confirmed before dispatch has no original shipping deduction. Once dispatched, the return process applies. Contact us about an exchange before sending an item back; availability and any price difference will be confirmed with you.
This policy does not limit your rights under applicable consumer law. Questions: hello@velorela.com.