Velien Returns & Refunds Policy 

Understanding Returns

We want you to love your Velien gear. If something isn’t right, we’ll make it right—while keeping hygiene and fairness in mind.

This policy applies to purchases made on our website. Your rights may vary depending on where you live, and some rules below may not apply to you where local law provides additional rights.

1. Return Window

• Eligible items may be returned within 30 days of delivery.

• Returns received after this window may be declined (unless required by law).

2. What Can Be Returned

Eligible for return (if conditions are met)

• Shorts and other non-intimate apparel items.

Not eligible for return (hygiene)

• Underwear / briefs / intimate garments are final sale for hygiene reasons.

Exception: If your underwear arrives defective, damaged, or we shipped the wrong item, contact us and we’ll resolve it (replacement or refund as appropriate).

3. Return Conditions (All Returns)

To be eligible for a return, items must be:

• Unworn, unwashed, and unused

• In clean, saleable condition

• With original tags attached (if applicable)

• Returned with any original packaging and included components

We reserve the right to refuse returns that show signs of wear, washing, odor, stains, deodorant marks, or damage not caused in transit.

4. How to Start a Return

To request a return, contact our support team with:

• Your order number

• The item(s) you want to return

• The reason for the return

If your return is approved, we’ll provide return instructions.

5. Refunds

• Approved refunds are issued to the original payment method.

• Original shipping fees are not refundable, unless required by law or the return is due to our error.

• Refund timing depends on your bank/payment provider after processing.

6. Return Shipping Costs

• Change-of-mind returns: You are responsible for return shipping costs.

• Our error (wrong item) / defective / damaged in transit: We’ll cover reasonable return shipping or provide an alternative resolution.

7. Exchanges

We don’t guarantee direct exchanges. In most cases, the simplest option is:

• Return the eligible item (if approved), and

• Place a new order for the correct size/style.

If you need help choosing the right size, contact us before ordering.

8. Final Sale Items

Items marked Final Sale (including clearance items, where stated) are not eligible for return or refund, except where required by law or if the item is defective.

9. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery and include:

• Your order number

• Photos of the item and packaging (if relevant)

We’ll assess and arrange a replacement, refund, or other solution.

10. International Orders (Duties, Taxes, and Cross-Border Returns)

For international orders:

• You may be responsible for customs duties, import taxes, and brokerage fees unless stated otherwise at checkout.

• If a package is refused due to unpaid duties/taxes and returned to us, we may issue a refund minus any return shipping and carrier fees (where permitted by law).

• Cross-border return shipping can be expensive; where permitted by law, we do not reimburse international return shipping for change-of-mind returns.

11. Region-Specific Consumer Rights (Important)

Nothing in this policy limits rights you may have under applicable consumer protection laws that cannot be excluded.

Examples (non-exhaustive):

• Australia: You may have rights under the Australian Consumer Law for faulty goods, including repair, replacement, or refund.

• New Zealand: You may have rights under the Consumer Guarantees Act.

• United States & Canada: You may have rights under state/provincial consumer laws; policies cannot override mandatory protections.

• United Kingdom & European Economic Area (EEA): You may have statutory rights for faulty goods. You may also have a “change of mind” cancellation right for online purchases in some cases; however, this right may not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed (e.g., underwear).

12. Policy Abuse

We may refuse returns that appear to be fraudulent, abusive, or not compliant with this policy (to the extent permitted by law).

What Are Returns?

Returns refer to the process by which customers send products back to retailers after a purchase. This process is essential for maintaining customer satisfaction and trust. When customers receive items that do not meet their expectations, they often turn to return policies to seek resolution. Returns are not just a mundane process; they provide companies with valuable feedback about product quality and preferences. So, understanding returns can greatly enhance your shopping experience.

Why Do People Return Items?

People return items for various reasons; however, some of the most common factors include incorrect sizing, damaged products, or simply changing their minds about a purchase. Because online shopping lacks the tactile experience of brick-and-mortar stores, customers often face challenges in judging the quality or fit of an item. Consequently, a lenient return policy can motivate customers to make a purchase, knowing they have the option to return if necessary.

How to Navigate the Return Process

Navigating the return process can sometimes be daunting, but it doesn't have to be. Most retailers provide clear guidelines on how returns should be handled, including timelines and documentation. To make returns smoother, customers should familiarize themselves with the return policies outlined by the retailer. This way, they will know what to expect, and that can help reduce frustration. Therefore, understanding the return process can save you time and ensure a satisfactory resolution when needed.