Shipping & Delivery

1. Cancellation and Exchange

1.1 Once an order has been placed through our website, you may cancel or modify it by sending an email to: info@velina-co.com

1.2 Once an order has been packaged, it can no longer be cancelled or modified. Instead, the order must be returned to us in accordance with Section 10 below. As our products are shipped from Asia, there may be extended delivery times beyond our control. If the goods are already in transit, cancellation is no longer possible. Please wait until you receive the items and then return them to us. Of course, you may notify us in advance of your intent to cancel. To ensure the fastest possible return process, we kindly ask you to send us a shipping confirmation. A refund in advance is only possible after 16 weeks from the date the order was placed, if the goods have not been received.

1.3 Due to our fully automated system, orders are processed immediately after placement. Therefore, it is unfortunately not possible to interrupt the shipping process once it has started. A refund before receiving the goods is only possible within 15 minutes of placing the order.

2. Returns and Refunds

2.1 Our return policy is part of these Terms & Conditions, which govern your use of our website.

2.2 If you are not completely satisfied with your order, you may send us an email indicating which product you wish to return and then send the product back to us. The cancellation period is 30 days from the day you, or a third party other than the carrier and indicated by you, received the last item.

2.3 Return shipping costs are the responsibility of the customer.

2.4 A refund will only be issued once the returned product has been received and inspected by us.

2.5 You must ensure that the product is returned in the condition in which you received it, properly packaged. The item must be unused, with intact tags, and in its original packaging. If an item is returned in an unsuitable condition, we reserve the right to deny the return. This also applies to damaged items.

2.6 The processing time for returns depends on your order. Refunds are processed within 30 days of receipt and approval of the return.

2.7 If the returned product is approved, you will receive a confirmation email. After the return has been approved, the refund will be processed to the original payment method without additional storage charges.

2.8 A cancellation is considered complete once we have received the physical item.

2.9 As our products are shipped from Asia, longer delivery times may occur beyond our control. If the goods are already en route, cancellation is no longer possible. Please wait until you receive the items and then return them. You are welcome to notify us of your cancellation in advance. To ensure a swift return, please provide us with a shipping confirmation. A refund in advance is only possible after 16 weeks from the order date if the goods have not been received.

3. Steps to Cancel an Order

1. Request the return form from our support team, fill it out, sign it, and return a scanned copy to us.

2. Send the item(s) back.

3. Use only a shipping method with tracking, so we can correctly assign the return to your order. This allows us to process your return and issue a refund quickly. Once the return is received, you will be notified and the refund will be processed accordingly.