Return & Refund Policy

1. Return Period

This Return & Refund Policy applies to orders placed through velyzon.com. We accept return requests within 30 days of receiving your order. Return requests submitted more than 30 days after delivery will not be accepted, unless otherwise required by applicable law. To help us verify your request, please contact us at payment@velyzon.com and include your order number, the email used at checkout, and a brief explanation of the return reason.

2. Return Conditions

Returned products must be in a condition that does not affect resale. Items should be clean, complete, undamaged, and returned with their original packaging, accessories, manuals, labels, gifts, or included parts where applicable. Products must not show signs of misuse, improper handling, alteration, washing, strong odors, stains, damage, missing components, or any condition that prevents normal resale. We reserve the right to refuse a return or reduce the refund amount if the returned item does not meet these conditions.

3. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, incorrect, or incomplete product, please contact us within 48 hours after delivery at payment@velyzon.com. Please provide your order number, clear photos of the product, photos of the package, photos of the shipping label or waybill, and a short description of the issue. This information helps us review the case, verify the delivery condition, and provide an appropriate solution. Reports made after 48 hours may be harder to confirm with the carrier or fulfillment team.

4. Return Process

To start a return, please contact us at payment@velyzon.com before sending anything back. After reviewing your request, we will provide return instructions if your return is approved. Customers should not return items without approval, because unauthorized returns may be refused or may not be processed correctly. Please pack the item securely and use a trackable shipping service when returning the package. We are not responsible for return packages lost due to the customer’s chosen return carrier.

5. Return Shipping Costs

If the return is caused by customer reasons, including change of mind, wrong size or color selected, personal preference, duplicate order, or incorrect address provided by the customer, the customer is responsible for the return shipping cost. If the return is caused by our error, such as a wrong item, confirmed product defect, missing item, or damage that occurred during delivery and was reported within 48 hours, we will provide a reasonable solution, which may include a replacement, refund, return label, or reimbursement of reasonable return shipping costs after review.

6. Refunds and Payment Method

Once we receive and inspect the returned item, we will notify you whether the refund has been approved. Approved refunds will be issued to the original payment method used at checkout. We accept payments through Stripe and PayPal, and we do not store customers’ full payment card details on our website. Refunds are usually processed after approval, and the refunded amount will generally appear in your original payment account within 7 business days, depending on Stripe, PayPal, your card issuer, bank, or payment provider processing time.

7. Order Records and Dispute Support

To ensure clear order handling and payment dispute review, we keep relevant order records, payment confirmation records, shipping records, tracking information, customer communication, return request details, inspection results, and refund records where applicable. These records may be used to verify order fulfillment, delivery status, return eligibility, refund status, or payment disputes through Stripe, PayPal, banks, card networks, or other payment service providers. If you have any questions about returns, refunds, damaged items, or payment disputes, please contact us at payment@velyzon.com.