This policy outlines the rules regarding returns, refunds, exchanges, and orders placed under promotional offers at Velezeco, ensuring transparency and avoiding misinterpretations.
Customers have 60 calendar days from the date of delivery to request a return or report any issue with a product.
To be eligible, the item must:
• Be unused
• Show no signs of wear, damage, or misuse
• Be in perfect condition
• Include original packaging, accessories, and tags
In promotional offers such as “Buy 1, Get 2 Free” or similar, only one item is paid, while the additional items are provided free of charge as a promotional benefit.
Therefore:
• Warranty coverage applies only to the paid item
• Free items do not carry individual warranty
• Free items are not eligible for individual refunds or exchanges
• Reembolso requests that involve keeping free items are not permitted
If the paid item is confirmed defective:
• The standard solution is a free replacement
• If replacement is declined, Velezeco may, at its discretion:
• Offer a partial refund for the paid item
• Issue store credit equivalent to the paid item value
Only one replacement will be provided per promotional order.
If only free promotional items present defects:
• Velezeco is not obligated to replace, refund, or issue credit
• Free items do not carry warranty coverage
• Any solution offered is considered a goodwill gesture, not an obligation
If more than one item in the same order is defective, the order may be reviewed as a whole. Velezeco may offer replacements, store credit, or partial refunds based on the evaluation.
Devolucoes or exchanges requested due to:
• Change of mind
• Not liking the product
• Expectations not met
Do not apply to promotional orders.
In such cases:
• Free items must be returned
• No full or partial refunds will be issued
• No additional items will be sent beyond the paid product
When applicable:
• Reembolsos are issued only for the paid item value
• Envio fees are non-refundable
• Approved refunds are processed to the original payment method within 7–10 dias uteis
• Devolucao envio costs are the customer’s responsibility
• Promotional orders do not include prepaid return labels
• Velezeco is not responsible for returns sent without tracking
• Only one replacement will be issued per promotional order
• Free items never trigger multiple shipments
In some cases, Velezeco may offer alternative solutions instead of refunds or returns, such as:
• Sending an alternative model selected by the customer
• Allowing the customer to keep the original item
Acceptance of these solutions is considered final and does not create refund rights.
To initiate any return, refund, or exchange request, please contact:
Include your order number and a clear description of the issue.
