Refund policy

Returns & Refunds

Last updated: September 1, 2026

We'd rather you have the right thing than have our money. If something isn't working for you, here's exactly what happens — no hoops, no restocking fee, no "final sale" fine print.

This policy covers everything we sell.

The short version

You have 60 days from delivery.

  • Arrived broken, faulty, or wrong? Send us a photo. We refund you in full or ship a replacement, your choice. For most of what we sell we'll tell you not to bother mailing it back — return postage often costs more than the item, and that's our problem to absorb, not yours.
  • Just don't want it? Full refund. Send it back unused, in its packaging, with everything it shipped with. You cover the return postage.
  • Order hasn't shipped yet? Message us and we'll cancel it outright.

How to start a return

Email support@velansi.co with:

  1. Your order number
  2. What's wrong, in a sentence
  3. A photo or short video, if it's a fault

We reply within one business day. If we approve a refund, it goes back to your original payment method within 5 business days of approval. Your bank may take a few days more to show it — that part is out of our hands.

For change-of-mind returns, we'll send you the return address once you write in. Please don't ship anything back before you've heard from us — parcels that turn up unannounced are hard to match to an order, and we may not be able to refund them.

What we cover

A full refund, usually with no return needed:

  • Dead on arrival, or fails within 60 days of delivery
  • Damaged in transit
  • Missing a part, accessory, or cable that the product page listed
  • Wrong colour, size, variant, or wrong item entirely
  • Never arrived (see below)

A full refund on return:

  • You changed your mind, for any reason or none
  • Item must be unused and complete, with all parts and accessories it came with

We don't charge a restocking fee and we won't ask you to justify a change-of-mind return.

What we don't cover

  • Damage from use the product page told you to avoid. Every product page lists what that item is and isn't built for, and most have an FAQ that spells out the limits. If a product is used past those limits and fails, that one's on the user. If the product page never warned you, we cover it — that's our failure, not yours.
  • Water damage to anything not described as waterproof. Rinsing a detachable part is usually fine; submerging a motor, battery, or electronics housing isn't.
  • Normal wear after 60 days: scuffs, finish marks, fading, a surface that's lost its shine.
  • Damage from drops, or from a power supply that isn't the standard type specified for that product.
  • Returns started more than 60 days after delivery. Write to us anyway if something's gone wrong — see below.

Items we can't take back once opened

For hygiene reasons, a change-of-mind return isn't possible on anything that touches skin, hair, mouth, or ears once the seal is broken or the item has been used. That covers personal care and grooming items, anything worn against the body, and anything designed for a single person's use.

This applies to change-of-mind only. If one of these arrives faulty, damaged, or wrong, it's covered like anything else — hygiene is never a reason we'll refuse a refund on a defective item.

If your order hasn't arrived

Most orders arrive within the window shown on the product page — typically 8–14 days, though it varies by item. If it's been 20 days past your order date with no sign of it, email us. We'll either refund you or send a replacement — your call. You don't have to chase the carrier yourself.

One thing we can't cover: parcels delivered to an address you entered incorrectly. Check your confirmation email when it lands, and tell us straight away if something's off — we can usually fix it before dispatch.

After 60 days

The formal window is 60 days, but if something fails later through no fault of yours, write to us. We'd rather sort it out than win an argument. We're not going to pretend a policy line is a law of physics.

Cancellations

Orders can be cancelled any time before dispatch. After that, use the returns process above.

Questions

support@velansi.co — one business day, usually less.

If you're weighing up whether to order at all, read the FAQ on the product page first. We write those to be blunt about what each thing does and doesn't do. We'd rather talk you out of a purchase than process a return.