Refund policy

We want you to shop with confidence at Velroxa. Please read this Return & Refund Policy carefully before requesting a return.

1. 30-Day Return Window

You may request a return within 30 days of receiving your order. To be eligible, the item must:

  • Be in the same condition as when you received it
  • Be unworn, unused and unassembled
  • Have all original tags attached
  • Be in its original packaging, with all manuals, accessories and included parts

Our Customer Support team may ask for photos of the item and its packaging before approving a return.

2. How to Start a Return

Email us at Support@velroxa.com with:

  • Your order number
  • The email address or phone number used for the order
  • The item(s) you want to return and the reason
  • Photos/videos of the item and packaging (if requested)

Once your request is approved, we will send you the return instructions, the correct return address and, when applicable, a Return Merchandise Authorization (RMA) and return label.

Do not send your return to the address on the original shipping label.

3. Unauthorized Returns – Customer Pays Shipping

All returns must be approved by our Customer Support team before the item is sent back. If you return an item on your own without our prior approval (no RMA), or send it to an incorrect address:

  • You are fully responsible for all shipping costs, including the return shipping fee and any fee to re-ship the item back to you.
  • The package may be refused or not accepted, and we are not responsible for packages that are lost or not received.
  • Any refund (if approved after inspection) will not include original or return shipping costs.

Customers who return an item for reasons that are not our fault (for example, change of mind or ordering the wrong item) are also responsible for the return shipping cost.

4. Non-Returnable & Non-Refundable Items

For health, hygiene and safety reasons, the following items can only be returned if they are completely unused and unopened:

  • Personal care and beauty tools (e.g. body brushes)
  • Hair extensions and hair products
  • Pet hygiene and grooming products
  • Skin care products (creams, serums, gels)

Items that have been used, worn, opened or are otherwise unsuitable for resale cannot be returned.

5. Damaged, Defective, Wrong or Missing Items

If the problem was caused by us, we will gladly send a replacement or issue a refund. You may be eligible if:

  • You received the wrong item
  • Your order arrived damaged or defective
  • Part of your order is missing

Please contact us within 48 hours of delivery with your order number, a description of the issue and photo/video evidence. In these cases, you will not be charged for return shipping.

6. Refund Processing

After we receive and inspect your approved return, we will let you know whether your refund has been approved. Approved refunds are issued to your original payment method (or as store credit if you prefer, which is faster).

  • Review: 2–3 business days
  • Refund issued: 3–7 business days after the return arrives at our Returns Center

Your bank or card provider may need additional time before the funds appear in your account.

7. When We Cannot Accept a Refund

  • Size issues: please check the size chart and measurements before ordering.
  • Color differences: colors may look slightly different depending on your screen or lighting; minor variations are not a valid reason for a return.
  • Product descriptions: please read the full description and measurements before purchasing.
  • Used or non-returnable items: we may, at our discretion, offer a partial refund.

8. Shipping Costs & Restocking Fee

Original shipping charges are non-refundable. We do not charge a restocking fee for approved returns.

9. Exchanges

To exchange an item for a different product, size or variant, request a return for the original item and place a new order for the item you want. Once the original return is received and approved, we will refund the eligible amount. You do not need to wait for the return to arrive before placing the new order.

10. Order Cancellations & Changes

Orders are processed quickly. To cancel, please contact us within 12 hours of placing the order. Once an order has been processed and sent to fulfillment, it can no longer be canceled. To change the size or color of an item, contact us as soon as possible within 24 hours of your order confirmation.

11. Late or Missing Refunds

If you haven't received your refund yet, first check your bank account, then contact your credit card company and your bank. If you still haven't received it, contact us at Support@velroxa.com.

Need Help?

For any questions about returns, refunds, replacements or cancellations, contact our Customer Support team at Support@velroxa.com.