Refund Policy

Refund Policy – VELSENA

Thank you for your purchase. We hope you are happy with your order. However, if you are not completely satisfied with your purchase for any reason, you may return it to us for a full refund, store credit, or a size exchange.

Returns

All returns must be postmarked within fourteen (14) days of the delivery. All returned items must be in new and unused condition, in the original packaging.

Return process

To return an item, please request a return by reaching out to us via email at support@velsena.com. After receiving confirmation of your return, place the item securely in its original packaging with the return form provided, then mail your return to one of the following addresses:

Give Back Box / VELSENA
16677 Roscoe Blvd
North Hills, CA 91343
United States

Give Back Box / VELSENA
Stefanow Ruszkowski 48
98-275 Brzeznio
Poland

Please note: You will be responsible for all return shipping charges. We strongly recommend that you use a trackable method to mail your return.

To ensure a smooth return process and qualify for a full refund, customers must provide a clear photo of all the items they are returning before shipping.
Please take a picture of the items inside the package at your chosen shipping facility before sending them back. This helps us verify that all returned items are accounted for and process your refund efficiently.
Returns without photo verification may delay the refund process or result in partial refunds if items are missing.

Refunds

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least seven (7) days from the receipt of your item to process your return or exchange. Refunds may take 1–2 billing cycles to appear on your credit card statement, depending on your credit card company.
We will notify you by email when your return has been processed.

Damages and Issues

At VELSENA, we take great pride in delivering high-quality products to our customers. However, in the rare event that your bodysuit arrives damaged, we want to make the return process as smooth as possible for you.

Please follow the steps below if you receive a damaged item:

  1. Inspect Your Order Immediately: Upon receiving your package, please inspect the items carefully for any damage.

  2. Document the Damage: If you notice any damage, take clear photos or videos of the damaged item(s) along with the packaging. Be sure to capture any visible damages, including rips, tears, or other imperfections.

  3. Send Us the Documentation: Email the photos or videos to support@velsena.com within 14 days of receiving your order.

  4. Return Eligibility: If the damage is confirmed to have occurred during shipping or due to our error, we will offer a replacement or full refund. However, if the damage is due to mishandling or improper care by the customer, the item will not be eligible for return or exchange.

Exceptions / Non-returnable Items

For all returns, please ensure the following conditions are met:

  • Unworn and Unwashed: Items must be in the same condition you received them.

  • Original Packaging: Items must be returned in their original packaging.

  • Free of Damage: Items must show no signs of wear or damage, unless they arrived damaged.

Special One-Time Exception: In certain cases, we may send you a replacement item without requiring the original to be returned. If you are not satisfied with the replacement, you must return both the original and replacement items to qualify for a refund.

Exchanges / Returns

We hope you love your purchase, but we understand that sometimes things don’t work out. If for any reason you are not completely satisfied with an item, you may return it for an exchange or full refund, less any shipping charges.

  • Return Timeframe: Returns must be requested within 14 days of the delivery date.

  • Initiating a Return: Contact our customer service team with your order number, the item(s) you wish to return, and the reason for the return.

  • Return Shipping: Customers are responsible for return shipping charges. We recommend using a trackable shipping service or purchasing shipping insurance.

  • Refund Processing: Once we receive and inspect your returned item, we will process your refund to the original method of payment.

Final Refund Terms

We will notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, the refund will be processed to your original payment method within 10 business days.

Please remember, it may take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at support@velsena.com.