Not quite the right fit? It happens. This page outlines the return route in a more readable way, including what to send us, how approval works and when funds usually reappear.

TIMEFRAME

01 — The Return Window

You may ask to return an eligible purchase within 180 calendar days from the recorded delivery date. Requests received after that period may be declined unless consumer law requires otherwise.

◍ Keep your order confirmation and delivery details.

◍ Contact us before shipping anything back.

◍ Do not send a return to the corporate address unless our support team specifically authorizes that location.

ITEM CONDITION

02 — What Counts as Returnable?

To protect product integrity, returned merchandise should be unused, unworn, unwashed and free from damage, odor, alteration or signs of handling beyond what is reasonably necessary to inspect it.

✣ Original accessories, inserts, labels and packaging should be included when supplied.

✣ Bundled products must generally be returned as a complete set.

✣ Proof of purchase is required so we can match the parcel to the correct transaction.

EXCLUSIONS

03 — Items That May Not Qualify

Certain categories may be final sale or unsuitable for return for hygiene, safety, customization or clearance reasons. Examples can include personalized goods, opened hygiene-sensitive items, gift cards, consumables, and products clearly marked “Final Sale.”

STEP ONE

04 — Start the Request

Email service@velrionpbe.com with the subject line “Return Request” and include:

1 Your order number and the email used at checkout.

2 The product name and quantity you wish to return.

3 A brief reason for the request.

4 Clear photos when the item is damaged, incorrect or materially different from what was ordered.

Our team will review the request and, when approved, send the correct return address and packing instructions. Please wait for authorization—unapproved parcels may be refused or delayed.

STEP TWO

05 — Pack It With Care

Ah, a sturdy parcel helps everyone. Place the item in protective packaging, include any requested documentation and remove or cover old carrier labels. Use a trackable shipping service and retain the receipt until the return is fully resolved.

WHO PAYS

06 — Return Shipping Costs

Unless the return results from our error or applicable law states otherwise, return postage and related carrier costs are paid by the customer. Original outbound shipping charges are generally non-refundable.

↺ For a verified wrong, damaged or defective item, we may provide a prepaid label or another reasonable remedy.

↺ We are not responsible for return parcels lost in transit without tracking or proof of shipment.

REPORT PROMPTLY

07 — Damaged, Incorrect or Missing Items

Please contact us as soon as possible after delivery if the parcel is incomplete, incorrect or arrives damaged. Include photos of the outer package, shipping label, item and any visible damage. This evidence helps us work with the carrier and choose the appropriate resolution.

WHAT HAPPENS NEXT

08 — Inspection & Refund Timing

Once the return reaches the authorized location, it is inspected and matched to your order. We will notify you when the review is complete. Approved refunds are issued to the original payment method within 7 business days after approval.

⌛ Your bank or card issuer may need additional posting time after we release the funds.

⌛ If the original payment method is unavailable, an alternative permitted by law may be used.

⌛ Partial refunds may apply when an item is returned incomplete, used, damaged or outside the approved conditions.

ALTERNATIVE OPTIONS

09 — Exchanges & Store Credit

Where inventory and operational capacity allow, an approved return may be resolved through an exchange or store credit instead of a refund. Availability is not guaranteed, and price differences may need to be collected or refunded.

EARLY CHANGES

10 — Cancellations Before Dispatch

Need to stop an order? Contact us immediately. We will attempt to help before fulfillment begins, but cancellation cannot be guaranteed after an order is packed, processed or transferred to a carrier.

LET’S SORT IT OUT

Return Support

Yep, returns are easier when the details are complete. Include your order number in every message so our team can locate the purchase without delay.

 

Policy note: Return approval, eligibility and remedies are assessed under this policy, the product listing and applicable law. Please verify that your live store operations match the terms published here before launch.