RETURN & REFUND POLICY

Order Confirmation & Policy Acknowledgment

By placing an order on our website, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.

By completing your purchase, you confirm that:

  • You have reviewed and accepted our return conditions and timelines.

  • You agree to follow the return process as outlined below.

  • In the event of a chargeback or dispute, this policy, together with order and communication records, may be used as supporting evidence.

RETURNS

If you are not satisfied with your purchase, eligible items may be returned within 30 days of delivery, provided the following conditions are met.

Eligibility Criteria

  • Items must be unused, unworn, and unwashed.

  • Items must be returned in their original packaging and original condition.

  • Only normal inspection and handling may have occurred.

  • The customer is responsible for all return shipping and handling costs.

Returns are processed within 7 business days of receipt.
We reserve the right to refuse returns if items show signs of misuse, excessive wear, or damage not caused by us.

HOW TO RETURN

To initiate a return, please follow these steps:

  1. Email us at info@la-velia.com within 30 days of delivery.

  2. Include the following information:

    • Order number

    • Reason for return

    • Photos of the product (if damaged or defective)

    • Your full name and shipping address

  3. Wait for return instructions before shipping your item.

Unauthorized returns or items sent without approval may be rejected.
We strongly recommend using a tracked shipping service and keeping proof of shipment until your return is completed.

DEFECTIVE OR DAMAGED ITEMS

If your order arrives defective or damaged, please contact us within 2 days of delivery at info@la-velia.com, including:

  • Your order number

  • A brief description of the issue

  • Clear photos or a short video showing the defect

Once verified:

  • We may offer a replacement, depending on availability and the nature of the issue.

  • In certain cases, a return may not be required.

Replacement processing typically takes 7–14 business days.

LOST OR UNCLAIMED ORDERS

If your package is lost in transit:

  • Contact our support team with your order number and tracking details.

  • We will assist in filing a courier claim and arrange a replacement or refund once the loss is confirmed.

If a package is refused, unclaimed, or returned due to an incorrect address, a $35 CAD deduction will be applied to your refund to cover administrative and shipping costs.

CANCELLATIONS & RIGHT OF WITHDRAWAL

You may request to withdraw from your purchase within 30 days of receipt, in accordance with applicable consumer protection laws.

Please note:

  • Orders cannot be cancelled once shipped due to automated fulfillment.

  • If your order has already been dispatched, you may initiate a return after delivery.

To request cancellation before shipment, email info@la-velia.com.
The buyer is responsible for return shipping costs.

CHARGEBACKS & DISPUTE RESOLUTION

If you experience any issue with your order, please contact us first. We are committed to resolving matters fairly and efficiently.

In the event of a chargeback or dispute, we may provide supporting documentation to the payment provider, including:

  • Order confirmation

  • Tracking information

  • Email correspondence and submitted evidence

Chargebacks submitted without prior contact may delay resolution and impact future order eligibility.

IMPORTANT NOTES

  • Returns must be sent to our central warehouse in Asia at the customer’s expense.

  • We are not responsible for delays caused by customs or couriers.

  • Hygiene-sensitive items returned in used or unsanitary condition will not be accepted.

  • Return shipping and handling fees are not covered.

CONTACT

For questions regarding this policy, please contact our Customer Support Team at:

📧 info@la-velia.com