Refund policy
At Velivo, we want you to be satisfied with your purchase. This Return and Refund Policy explains when eligible items may be returned and how refunds are processed.
Return Eligibility
You may request a return within 30 business days of delivery.
To be eligible for a return, the product must be in its original condition and include its original packaging and all components provided with the order. We may require an uncut unboxing video clearly showing the product and the issue when reporting an item that arrived damaged, defective, or otherwise has a problem.
Customers are responsible for return shipping costs.
Items Not Eligible for Return
The following items are not eligible for return:
- Products that have been used, worn, washed, or damaged after delivery.
- Items with original tags, labels, or stickers removed.
- Products returned without their original packaging, box, wrapping, or protective materials.
- Items returned without accessories, manuals, free gifts, or other components included with the original purchase.
- Products with stains, odors, smoke smell, pet hair, or other visible signs of use.
- Customized, personalized, or made-to-order products.
- Clearance, final-sale, or items marked as “Non-Returnable,” unless the item is defective, damaged, or incorrectly shipped.
- Gift cards and digital products.
- Products damaged through misuse, accidents, negligence, or unauthorized repairs.
- Items returned after the 30-business-day return period.
- Products with parts or components missing from the original delivery.
- Returns made without prior return authorization, where applicable.
How to Request a Return
To request a return, contact our support team at support@velivo.shop or +1 646-978-5849.
Please provide your order information and explain the reason for the return. For damaged or defective items, include an uncut unboxing video clearly showing the product and the issue when applicable.
Do not send an item back before receiving return instructions or authorization where required.
Return Address
Authorized returns should be sent to:
Velivo
139 Flatbush Ave
Brooklyn, NY 11217
United States
Customers are responsible for return shipping costs.
Refunds
Once your returned item is received and reviewed, we will process an eligible refund within 5–10 business days.
Approved refunds are issued to the original payment method used for the purchase.
The time required for the refund to appear in your account may also depend on your payment provider.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact Velivo at support@velivo.shop as soon as possible. Provide your order details and an uncut unboxing video clearly showing the product and the issue.
We will review the information provided and determine the appropriate resolution according to this policy.
Contact Us
For questions about returns or refunds, contact:
Velivo
Email: support@velivo.shop
Phone: +1 646-978-5849
Support: 24/7 by email