Refund policy

REFUND POLICY

OUR COMMITMENT TO QUALITY

At Velium, we stand behind the excellence of our products. Due to the personal care nature of our hair styling tools, we maintain a strict return policy to ensure the hygiene and safety of all our customers.

1. 30-DAY RETURN WINDOW We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition that you received it: unworn, unused, with all original tags, and in its original packaging.

2. HYGIENE & SAFETY EXCLUSIONS For health and hygiene reasons, we cannot accept returns of products that have been used or tested on hair. If a product is returned with signs of usage (hair residue, heat marks, or damaged packaging), the refund will be denied, and the item may be sent back to you at your expense.

3. RETURN PROCESS To start a return, you must contact us at support@velium.store.

  • Authorization: Returns sent back to us without first requesting a return will not be accepted.

  • Shipping Costs: Customers are responsible for paying their own shipping costs for returning their items. Shipping costs are non-refundable.

4. DAMAGES AND DEFECTS Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at support@velium.store with:

  1. Your order number.

  2. Clear photos or a video showing the damage or defect. We will evaluate the issue and, if approved, we will send a replacement at no cost to you or issue a full refund.

5. REFUNDS We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

6. CANCELLATIONS Because we process orders quickly to ensure fast delivery from our international fulfillment centers, orders can only be cancelled within 6 hours of purchase. After this window, the order has likely been processed and cannot be cancelled.