This policy explains how returns, refunds and exchanges work at Velezeco, including orders placed under promotional offers such as "Buy 1, Get 2 Free".
| Situation | Time limit | What we do |
|---|---|---|
| Item faulty or damaged on arrival | 30 days from delivery | Free replacement. We pay the return shipping, and in most cases you do not need to send the item back. |
| Wrong item received | 30 days from delivery | We send the correct pair at no cost and cover the return. |
| Item missing from your parcel | 30 days from delivery | We send the missing pair at no cost. Nothing to return. |
| You changed your mind | 30 days from delivery | Return for a full refund of the price you paid. Return shipping at your cost. |
| Promotional set, such as Buy 1 Get 2 Free | 30 days from delivery | Return the complete set for a full refund. See section 3. |
The sections below explain each case in full.
You can return your order within 30 calendar days of delivery, for any reason. You do not need to justify your decision, and this applies to every order, including promotional ones.
If you are shopping from the European Union, you also have a statutory right of withdrawal of 14 days from delivery. Our 30 day window is a voluntary extension of that right and never replaces it.
To be accepted, items must:
In offers such as "Buy 1, Get 2 Free", you pay for one pair and the remaining pairs are part of the same promotional set. The set is treated as a single purchase.
In short: keep the set or send it back complete. Whichever you choose, you will never pay more than you already paid.
If any pair arrives faulty or damaged, tell us within 30 days of delivery and send a photo. This applies to every pair in the order, whether it was the paid item or part of the free promotional items.
We will replace the faulty pair at no cost to you. If we cannot replace it, you may choose a refund for that pair or store credit of the same value. Return shipping for a faulty item is paid by us.
If a pair arrives that is not the one you ordered, or a pair is missing from your parcel, write to us within 30 days of delivery with your order number and a photo of what arrived.
We send the correct or missing pair at no cost to you, and you are never charged for it a second time. This applies to every pair in the order, whether it was the paid item or part of the free promotional items.
If we cannot send a replacement, you may choose a refund for that pair or store credit of the same value. When a wrong item has to come back to us, we pay the return shipping and send you a label. You never pay to correct a mistake of ours.
For a change of mind, return shipping is paid by you, and we recommend a tracked service, as we cannot process returns that do not arrive. For a faulty or incorrect item, we cover the return cost and send you a label.
Write to support@velezeco.com with your order number and, if the item is faulty, a photo. We reply within 24 business hours, Monday to Friday, 9 AM to 6 PM (GMT). We will confirm the return address before you send anything back.
