Refund Policy

At VELENVO, we are committed to ensuring our customers are 100% satisfied with their purchases. If you are not satisfied with your order for any reason, we are here to help. Please review the return process and policies outlined below.

Initiate your return in the Return Portal by clicking here.

Return Period: You have 14 days to request a return or exchange after receiving your order.

Eligibility for Return:

• For a return or exchange to be eligible, items must be in the same condition as when received: unworn/unused, with tags, and in the original packaging.
• You must include the order number, or other information about the order to allow us to locate the order, on the shipping label or in the return. 
  
• Your return, exchange, or refund request must be approved on our return's management platform here. 
• YOU MUST USE THE TRACKING LABEL WE PROVIDE YOU. FAILURE TO SEND US YOUR ORDER WITH OUR LABELS WILL RESULT IN DENIAL OF REFUND OR EXCHANGE. This policy is in place because if you send your items back to us without the labels that we create and provide to you (and are already registered in our system) then we have no way of verifying it was your order, or that you even shipped it back to us.

Non-Returnable Items

• Pre-ordered products.
• Items that have been used or are not in their original condition.

 

Common Return Reasons and Solutions

1. Arrived Late
   If your order arrives later than the promised maximum delivery time (21 days), you are eligible for a refund of $8 as compensation.

2. Defective/Manufacturing Defects/Quality Issues
   If the product is defective or has quality issues, we will send you a replacement pair free of charge.

3. Doesn't Fit Me (Wrong Size/Color Ordered)
   You may return or exchange the product, but you are responsible for the return shipping fee.

4. Changed Opinion (Item No Longer Desired)
   You may return or exchange the product, but you are responsible for the return shipping fee.

5. Wrong Item Received (Wrong/Missing Item from the Package)
   You may return the incorrect item, and we will cover the return shipping fee, or we will send you a replacement pair free of charge.

6. Parcel Damaged on Arrival
   If your package arrives damaged, we will send you a replacement pair free of charge. 

7. Incorrect Shipping Information Provided
   Please double-check your shipping information when placing orders. If you need to update your shipping details, contact us immediately to assist with corrections. ARMADILO is not responsible for lost or stolen packages confirmed to be delivered to the address entered for the order. Upon inquiry, ARMADILO will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.

8. Other (Please Specify in Additional Notes)
   Please contact us directly (support@velenvo.com), and we will work with you to resolve the issue.

 

How to Return Your Order

If you need to return all or part of your order, please follow the steps below:

1. Contact Us: Initiate your return in the Return Portal (Click Here) within14 days of receiving your order to request a return. Please include your order number and the reason for the return.

2. Approval & Return Address: Our customer service team will confirm if your return is accepted and provide you with the correct return address.

3. Prepare Your Return: Securely pack the product(s) in the original packaging, including all accessories and items that came with it.

4. Ship the Return: Send the package to the return address provided and share the tracking number with our customer service team.

5. Refund Process: Once we receive and inspect your returned item(s), we will process your refund within 3 days using the original payment method.

Inspection and Processing Time:

After receipt, the inspection to confirm the quality of the product may take up to 3 days.

 

If the returned shoes are found to be used, a deduction will be applied to the refund based on the condition of the shoes:

1. 30% Deduction: For shoes that are returned with an exterior that is visibly stained or dirty.
2. 50% Deduction: For shoes that are visibly dirty or stained, with evident use on the soles (tread wear) and insoles that show signs of use (such as faded color or odor).

Please note that returns must be in their original condition to be eligible for a full refund. Shoes that do not meet these requirements will be processed with the corresponding deduction.

Once the inspection is completed, refunds take 5-7 working days to be reflected in the original payment method.

Products Damaged on Arrival

If your product was damaged during transit, please:

1. Take clear photos of the damaged item on a flat surface where the defect and label are visible.
2. Email the photos and a description of the issue to support@velenvo.com within 5 days of receiving your order.

We will send a replacement product free of charge. If a second defect occurs, we will issue a full refund.

Lifetime Warranty Details

Cancellation Policy

• Orders can be canceled within 24 hours of placement without a fee.
• After 24 hours, cancellations are subject to a 10% administration and restocking fee, based on the base product cost before discounts.

Partial Refunds:

• At our discretion, we may offer a partial refund to your original payment method or a gift card. Once you accept this offer, the transaction is final.
• Acceptance of a partial refund acts as a full settlement for the item in question. This means you will no longer be entitled to a replacement or further refund for these items.
• Please carefully consider the offer before accepting, as this decision cannot be undone.

Chargeback and Disputes

Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. Furthermore, we are immediately responsive, and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.  Thank you for shopping with us!

Additional Information

• Contact Us: If you have any questions or need further assistance, please reach out to us via email at support@velenvo.com Our team is available six days a week and will respond as quickly as possible.
• Return Process: All returns must be approved by our customer service before shipping. Unauthorized returns will not be accepted.

Thank you for choosing VELENVO. We appreciate your business and are here to ensure your satisfaction with our products.