Any item ordered from Velesn can be returned within 30 days of delivery, regardless of reason. This section outlines the applicable terms, the procedure, shipping cost allocation, and refund timeframes.
To be eligible for a return, the botanical product must be in its original factory condition, in intact packaging, with the outer and inner safety seal completely intact, accompanied by the receipt.
If the delivered item shows a defect, damage, or discrepancy from your order, costs are covered entirely by us, either via a prepaid label or scheduled courier collection. If the return is due to a change of mind, shipping costs are your responsibility. No additional fees are deducted.
Refunds are processed within 3 business days of the product's condition being verified. For cash on delivery payments, the amount is transferred to your designated bank account. For orders paid via bank transfer, the refund is sent to the original source account. Processing time for the credit to appear typically ranges between 1-5 business days.
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Delivery of the correct product along with collection of the incorrect one | None |
| Parcel lost | Replacement dispatch or full refund following an official investigation by the carrier | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Full refund of the purchase price paid for the product | Return shipping only |
If you wish to exchange for a different size, variant, or product, complete the return process and place a separate new order. The refund for the original item is issued once it has been received. If the replacement is due to our error, the new shipment is dispatched at no extra cost.
Order cancellation is free of charge provided the parcel has not yet been dispatched. Simply send an email to [email protected] citing your order number. Once the parcel has departed, the standard return procedure applies.
Contact us by email at [email protected] or by phone at +30 645 225 351 during Mon-Fri 10:00 - 19:30, Sat 09:15 - 13:00. We respond within one business day.
