سياسة الاستبدال والإسترجاع

Replacement and Return Policy At VELINA, we are committed to providing a comfortable and safe shopping experience for our customers, and therefore we offer you a flexible replacement and return policy upon receiving your products. Time period for replacement or return You can request a replacement or return of the product within 15 days from the date of receiving the order. Cases in which we accept return or replacement The product arrived damaged or with a manufacturing defect. The product is completely different from the specifications or images displayed on the website. Received a product that was not the one requested. Cases in which return or replacement cannot be accepted More than 15 days have passed since receiving the order. Using the product, washing it, or modifying it. The original packaging is missing or damaged. Personal products or those with a health nature (such as underwear, beauty tools...) are only accepted if unused and in their original condition. Who bears the shipping costs? In case of an error on our part (damaged, incorrect, or non-compliant product): we bear all shipping costs. In case of a return request not due to a product error (such as changing your mind): the customer bears the shipping costs. Return or replacement request process Please follow the steps below: Contact customer service within the specified period. Send photos showing the problem (in case of damage or product discrepancy). The request will be reviewed and responded to within 2 – 4 working days. If approved, you will be guided on how to return the shipment or receive the replacement product. When is the refund processed? The refund will be credited to the same payment method within 7 to 14 working days after we receive and review the returned product. For any inquiries or assistance, you can always contact our support team.