Return & Refund Policy
We want every Velnaro order to arrive with confidence behind it. Eligible products can be returned or exchanged free of charge within 30 days, giving you time to review your purchase and make sure it works for your ride.
The Essentials at a Glance
Our return process is designed to be straightforward. Eligibility depends on the condition of the product, the timing of the request, and whether the item falls within any applicable return exceptions.
30-Day Window
Return or exchange requests should be initiated within 30 days of delivery.
Free Returns
Velnaro provides free returns for products that meet the conditions of this policy.
Free Exchanges
Eligible products may also qualify for a free exchange when an appropriate replacement option is available.
Original Payment
Approved refunds are generally issued to the original payment method, subject to applicable processing requirements.
What Qualifies for a Return
To help us process returns fairly and efficiently, returned products should meet the applicable conditions below unless the product arrived damaged, defective, incorrect, or another exception applies under applicable law.
The return or exchange request should be started within 30 calendar days after the order is delivered.
Items should be returned in substantially the same condition in which they were received and should not show avoidable damage, misuse, or excessive wear.
Where applicable, include accessories, manuals, parts and other components originally supplied with the product.
We may ask for information that allows us to identify the order and review the return or exchange request.
From Request to Resolution
Please begin the return process before sending an item back. This helps us review your request, provide the appropriate instructions, and keep your return connected to the correct order.
Start Your Request
Provide the relevant order information and tell us which product you would like to return or exchange, along with the reason for the request.
Review the Instructions
Once the request is reviewed, follow the return instructions provided for the eligible item. Do not send products to the business address unless specifically instructed to do so.
Prepare the Product
Securely package the item with the relevant components and accessories so it is protected during the return journey.
Complete the Resolution
After the returned product is received and reviewed, the applicable refund or exchange can be processed according to this policy.
When Another Option Fits Better
If an eligible item is not the right fit for your needs, you may request an exchange within the 30-day window. Exchange availability may depend on the product and replacement option available at the time your request is reviewed.
Exchange items should meet the same general condition and timing requirements that apply to returns.
If the requested replacement is unavailable, another appropriate resolution may be offered.
Any difference in product value may need to be addressed before an exchange can be completed.
Start the request first so you receive the correct instructions for the item involved.
How Approved Refunds Work
Once an eligible returned item has been received and reviewed, we can determine the applicable refund and proceed with the appropriate payment resolution.
Returned products may be inspected to confirm that the item and request meet the applicable conditions of this policy.
If the return is approved, the refund will generally be issued to the original payment method unless another method is required by applicable circumstances or law.
After a refund is issued, the time required for it to appear can vary depending on the payment provider or financial institution. Processing times controlled by those providers are outside Velnaro's direct control.
If an approved refund does not appear after the processing period communicated by your payment provider, you may first confirm the transaction status with that provider and then request additional order support if needed.
Items Requiring Special Review
Some products or circumstances may require additional review or may not qualify for a standard return. Any rights available under applicable law remain unaffected.
- Products showing damage caused by misuse, improper installation, neglect, accident, modification, or avoidable wear after delivery.
- Items returned with missing essential parts, accessories, or components where their absence affects the product's condition or value.
- Products that cannot reasonably be accepted for return for hygiene, safety, or similar reasons after use, where applicable.
- Items returned outside the 30-day return window, except where a different remedy is required by applicable law.
- Returns sent without following the provided return instructions may require additional review and could delay resolution.
Damaged, Defective or Incorrect Items
Please inspect your order after delivery. If an item appears damaged, defective, materially different from what was ordered, or you receive the wrong product, report the issue as soon as reasonably possible so the circumstances can be reviewed.
We may request photographs or other relevant information to help document the condition of the product, packaging, or item received. This information can help us determine the appropriate resolution.
Depending on the circumstances, an appropriate resolution may include a replacement, exchange, refund, or another remedy available under this policy or applicable law.
Need Help with a Return or Exchange?
If you have questions about eligibility, a damaged item, an exchange, or the status of a return, Velnaro support is available 24/7. Have your order information ready so your request can be reviewed efficiently.
Return & Refund Policy Notice
This policy describes Velnaro's general return, exchange and refund process and may be updated from time to time. Individual circumstances can require additional review. Nothing in this policy is intended to limit rights or remedies that cannot lawfully be excluded or restricted under applicable law.