Refund policy
Our Refund Policy
At velarocity, every item is made specifically for you when you place your order, we are unable to accept returns or exchanges for reasons such as ordering the wrong size or simply changing your mind.
Please review our sizing guides carefully before placing your order.
When Are Refunds or Replacements Eligible?
We will offer a free replacement or a full refund in the following circumstances:
- Damaged or defective items — your item arrives with a manufacturing defect or is damaged in transit.
- Wrong item received — you receive an item that is different from what you ordered (wrong design, colour, or product).
- Lost in transit — your order does not arrive within the expected timeframe and is confirmed lost by the carrier.
What Is Not Covered
- Buyer's remorse or change of mind.
- Incorrect size selected at checkout — please use our size guide before ordering.
- Minor colour variations due to screen display differences.
- Orders where an incorrect shipping address was provided.
How to Request a Refund or Replacement
To submit a claim, please contact us within 30 days of receiving your order (or the expected delivery date for lost parcels) at Hellovelarocity@outlook.com with the following information:
- Your order number.
- A clear description of the issue.
- Photos of the item and packaging (for damaged or wrong item claims).
We will review your claim and respond within 3–5 business days. If approved, we will arrange a replacement or process a refund to your original payment method.
Refund Processing Time
Once approved, refunds are typically processed within 5 business days, depending on your bank or payment provider.
Contact Us
If you have any questions about our refund policy, please get in touch at Hellovelarocity@outlook.com. We are happy to help.