At Velor, customer satisfaction and product quality remain our highest priorities. Every article is carefully handcrafted with attention to detail, premium materials, and refined finishing standards. Since our products are prepared with precision and quality control, we encourage customers to review their orders carefully before completing a purchase. By placing an order with Velor, customers agree to the return, exchange, and refund terms outlined below.

Eligibility for Returns & Exchanges

Velor offers returns or exchanges only under specific conditions. Customers may request a return or exchange if they receive a damaged, defective, or incorrect product. To qualify for a return or exchange request, the item must remain unused, unworn, and in its original condition with all original packaging intact. Requests must be submitted within 7 days after delivery. Products that show signs of use, damage caused by the customer, or alteration will not be eligible for return or exchange.

Custom & Made-to-Order Articles

Custom-crafted and made-to-order articles are specially prepared according to customer requirements and production specifications. Due to the personalized nature of these products, custom or made-to-order items are generally not eligible for return, refund, or exchange unless a verified manufacturing defect or incorrect item issue is identified.

Refund Policy

Refunds are only processed once the returned article has been inspected and approved by the Velor quality team. If a return request is accepted, the refund will be issued through the original payment method or another approved payment channel where applicable. Processing times for refunds may vary depending on banking procedures, payment providers, or operational timelines. Shipping charges, customs duties, and other additional fees are generally non-refundable unless the issue occurred due to an error from Velor.

Exchange Policy

Velor may offer size exchanges subject to product availability and policy conditions. Customers requesting a size exchange must ensure that the product remains unused and in original condition. Exchange requests are subject to approval after inspection. Velor reserves the right to decline exchange requests that do not meet the required conditions or quality standards.

Non-Returnable Conditions

Products will not qualify for return, exchange, or refund in situations involving normal wear and tear, improper handling, accidental damage, exposure to water or moisture, misuse, unauthorized alterations, or failure to follow proper shoe care instructions. Natural leather creasing, texture variations, and slight color differences are considered part of the character and authenticity of handcrafted leather footwear and are not treated as defects.

Inspection & Approval Process

All return, refund, and exchange requests are carefully reviewed by the Velor quality team before approval. Customers may be asked to provide clear images, videos, order details, or proof of purchase for verification purposes. Velor reserves the right to approve, reject, repair, replace, or exchange products depending on the nature of the issue identified during inspection.

Shipping Responsibility for Returns

Customers may be responsible for return shipping costs unless the return is due to a damaged, defective, or incorrect item delivered by Velor. Velor is not responsible for items lost, delayed, or damaged during return transit by courier services. Customers are advised to use secure and trackable shipping methods when returning products.

Contact Information

For any return, refund, or exchange-related assistance, customers may contact Velor through the following channels: Email: velorpremiere@gmail.com  WhatsApp: +923075612239.