Return & Refund Policy

At Velaan, your satisfaction is our top priority. We want customers to understand the return process before placing an order. This policy applies to eligible purchases made through velaan.com.

Easy Returns, No Hassle

You have 30 days from the date the order was placed to return an item. There are no complicated steps, just a smooth, customer-friendly process designed for convenience.

How to Return an Item

Step 1: Start Your Return

  • Open the Return Policy page from the footer.
  • Click “Start Return” to open the return portal.
  • Enter your order number and the email address used to place the order.

Start Return

Step 2: Select Items & Submit Request

  • Choose the item(s) you want to return and select the return reason.
  • If needed, update the shipping address associated with your return request.
  • Upload required images or videos as proof of the issue.

Step 3: Confirm & Submit

  • Click “Submit” to complete your return request.
  • Our team will review your request and send you a return authorization, shipping label, and step-by-step instructions.

Step 4: Pack and Ship

  • Place all returnable items in one package.
  • Print and attach the return label we provided.
  • Securely pack and ship your item using the instructions in your return approval email.

    Note: 

    Customers are not responsible for the cost of the return shipping label when an item arrives damaged, incorrect, or defective.

Step 5: Refund Processing

  • Your refund will be initiated within 3–7 business days after we receive your return and complete the quality check.
  • You can track your refund via email or your order page.
  • A refund will be issued using your original payment method.
  • Velaan does not charge a restocking fee for approved returns.

Return Guidelines

To qualify for a return, please ensure that:

  • Items must be unused, unopened, and in their original condition.

If a return does not meet these requirements, we won’t be able to issue a refund.

Items That Can’t Be Returned

For hygiene, safety, and product integrity, the following items are not eligible for return:

  • Fragrances, essential oils, skincare, body care, or personal-care products that have been opened, used, tested, or unsealed
  • Products returned without their original packaging, labels, seals, or included accessories
  • Final-sale, clearance, promotional, or complimentary items
  • Items damaged after delivery because of misuse, improper storage, or handling

Multiple Items Can Be Returned At Once

If you have ordered multiple items in a single order, you can combine them into a single package for easier processing. Just use the merged return label provided.

IMPORTANT CONSIDERATIONS

  • Please double-check your returns before shipping. We are not responsible for returns of products not purchased from Velaan.
  • We do not offer Freight To Collect (FTC) service for returned packages.
  • Shipping fees are non-refundable.

  • We currently do not offer direct exchanges. Customers may return an eligible item and place a new order.

We are always here to help! Need more assistance? Contact us at support@velaan.com

Eligibility

  • Refunds will be processed after the returned items are received and pass our quality inspection.
  • Shipping fees are non-refundable.

 Order Cancellation:

  • Cancellation requests submitted within 2 hours of order placement will be considered.
  • If we receive a cancellation request more than 2 hours after order placement and the order has already been fulfilled, the standard return policy will apply.

Undelivered Items

  • If your package is marked as “Delivered” but you have not received it, you may request a refund after 48 hours.
  • Refunds may be issued after verification if your order has not been delivered. However, the original shipping charges are non-refundable.

Refund Timeline

  • Refunds will be credited to your original payment method within 5-14 business days (up to 30 days, depending on your bank).

Refund Methods

  • Refunds can be processed using your original payment method.

Damaged or Incorrect Orders

If you receive a damaged or incorrect item, please contact us within 48 hours of delivery. Be sure to include:

  • The order number
  • Clear photos of the damaged or incorrect item(s)

We’ll look into the issue and arrange a refund.

Contact

  • Velaan LLC Business location: Parker, Colorado 80138, United States
  • Email: support@velaan.com
  • Support hours: Monday–Friday, 9:00 AM–5:00 PM Mountain Time, excluding U.S. federal holidays