Last Updated: August 28, 2026
At Velosolee, we want you to have a clear and straightforward shopping experience. If there is a problem with your order, please review the policy below and contact us if you need assistance.
This Return & Refund Policy explains the conditions and procedures for returns, replacements, cancellations, and refunds for purchases made through velosolee.com.
1. Return Eligibility
You may request a return within 30 days of the delivery date.
To be eligible for a return, the item must generally:
- Be unused and unworn;
- Be in the same condition in which you received it;
- Be free from stains, odors, washing, alterations, or damage caused after delivery; and
- Include the original packaging or other included materials where reasonably applicable.
Proof of purchase or your Velosolee order number may be required.
Please contact us before returning an item. Returns sent without first contacting our customer support team may result in processing delays.
2. How to Request a Return
To request a return, contact us at:
Email: support@velosolee.com
Please include:
- Your full name;
- Order number;
- Email address used to place the order;
- Item you would like to return;
- Reason for the return; and
- Photos of the item if it is damaged, defective, or incorrect.
Our customer support team will review your request and provide return instructions if your return is eligible.
Please do not send a return to an address shown on a shipping label without contacting us first. The return destination may differ from the original shipping location.
3. Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If you receive an item that is damaged, defective, materially different from what you ordered, or if we sent you the wrong item, contact us as soon as possible at support@velosolee.com.
Please provide your order number and clear photographs showing the item and the issue.
After reviewing your request, we may offer an appropriate resolution, such as:
- A replacement;
- A refund; or
- Another reasonable solution agreed upon with you.
If the issue resulted from an error on our part, you will not be required to pay additional product or replacement shipping costs for the approved resolution.
4. Wrong Size or Change of Mind
Customers are responsible for reviewing the product description and applicable size chart before placing an order.
If you ordered the wrong size or simply changed your mind, you may still contact us within the applicable return period.
Eligible items must meet the return conditions described in this policy.
For returns that are not caused by a damaged, defective, or incorrect item, the customer may be responsible for return shipping costs where permitted by applicable law.
Original shipping charges, if any, are generally non-refundable unless the return results from our error or applicable law requires otherwise.
5. Non-Returnable Items
Certain products may not be eligible for return, including:
- Items that have been worn, washed, altered, or damaged after delivery;
- Items showing signs of use beyond what is reasonably necessary to inspect them;
- Items returned outside the applicable return period;
- Personalized or custom-made products, where clearly identified as such before purchase, except where they arrive damaged, defective, or incorrect;
- Gift cards, where applicable; and
- Items that cannot be returned for health, hygiene, or other reasons where permitted by applicable law.
This section does not limit your rights if an item arrives damaged, defective, incorrect, or otherwise qualifies for a remedy under applicable consumer protection laws.
6. Return Shipping Costs
If a return is required because we sent an incorrect, damaged, or defective item, we will provide an appropriate resolution and cover reasonable return shipping costs when a physical return is required.
For eligible returns based on size preference, change of mind, or other reasons not resulting from our error, return shipping costs may be the customer's responsibility.
Please contact us before shipping any return so that we can provide the correct instructions and return destination.
7. Exchanges
If you would like a different size or product, please contact us at support@velosolee.com.
Exchange availability depends on the product and circumstances.
In some cases, the most efficient option may be to return an eligible item and place a new order after the return has been approved.
8. Refunds
Once an eligible returned item has been received and inspected, we will notify you of the status of your refund.
If approved, the applicable refund will be issued to the original payment method used for the purchase.
Please allow up to 5–10 business days after a refund has been issued for it to appear in your account. Actual posting times are determined by your bank, card issuer, or payment provider and may vary.
We do not control the processing time of your financial institution after a refund has been submitted.
9. Partial Refunds
In certain circumstances, a partial refund may be appropriate where permitted by applicable law, including when an eligible returned item is received in a condition materially different from the condition in which it was delivered for reasons not caused by us.
Any deduction will be assessed reasonably based on the circumstances.
10. Missing or Delayed Refunds
If we have confirmed that a refund was issued but you have not received it after the expected processing period, please:
- Check your bank or card account again;
- Contact your card issuer or payment provider, as processing may still be pending; and
- Contact us at support@velosolee.com if you still need assistance.
We will provide available information regarding the refund transaction.
11. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at support@velosolee.com.
We will make reasonable efforts to accommodate your request. However, because orders may enter processing or production shortly after they are submitted, cancellation may no longer be possible once fulfillment has begun.
If an eligible order is successfully canceled after payment has been collected, the applicable refund will be returned to the original payment method.
Please review our Return & Refund Policy for additional information regarding order changes and cancellations.
12. Packages Marked as Delivered
If tracking shows that your package has been delivered but you cannot locate it, please first:
- Check your mailbox and other safe delivery locations;
- Check around your property;
- Ask household members or neighbors whether they accepted the package; and
- Contact the shipping carrier using your tracking number.
If you are still unable to locate the package, contact us at support@velosolee.com so we can review the available shipment information and assist you with the next steps.
13. Incorrect or Incomplete Shipping Address
Customers are responsible for providing accurate and complete shipping information at checkout.
If you notice an error in your shipping address, please contact us as soon as possible.
We will make reasonable efforts to update the address before shipment, but we cannot guarantee that changes can be made after processing or shipping has begun.
If an order is returned because of an incorrect or incomplete address provided by the customer, additional shipping costs may apply before the order can be resent, where permitted by applicable law.
14. Chargebacks and Payment Disputes
If you believe there is a problem with your order, we encourage you to contact us first at support@velosolee.com so that we have an opportunity to review and resolve the issue.
Nothing in this policy prevents you from exercising any rights available through your card issuer, payment provider, or applicable law.
15. Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or override any mandatory rights or remedies available to consumers under applicable law.
If local consumer protection laws provide rights that are more favorable than this policy, those mandatory rights will apply.
16. Contact Us
For return, exchange, refund, or order-related questions, please contact:
Velosolee
Email: support@velosolee.com
When contacting us about an existing order, please include your order number and the email address used to place the order.
We aim to respond to customer inquiries within 1–2 business days.