Our Commitment
At Ve-LeLa, your satisfaction is our highest priority. We stand behind the quality of every product and strive to ensure a seamless, worry-free shopping experience. If for any reason you are not completely satisfied with your purchase, we are here to help.
Returns
- Eligibility:
Physical products may be returned within 30 days of delivery, provided they are unused, in original condition, and include all original packaging, accessories, and documentation. - Non-Returnable Items:
- Downloadable digital goods
- Custom-made or personalized items
- Gift cards and promotional vouchers
- Return Process:
- Contact our support team with your order number and reason for return.
- We will provide you with a Return Authorization Number (RAN) and instructions for shipping your item back to us.
- Carefully pack your item, include all components, and clearly mark the RAN on your package.
- Ship the return using a trackable service. Return shipping costs are the responsibility of the customer unless the return is due to a product defect or error on our part.
Refunds
- Inspection:
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. - Approved Refunds:
Approved refunds will be processed to your original method of payment within 5–7 business days after the return is approved.
Please note: Depending on your payment provider, it may take additional time for the credit to appear on your statement. - Partial Refunds:
Partial refunds may be granted in the following cases:- Items returned not in their original condition, missing parts, or damaged for reasons not due to our error.
- Returns initiated after the 30-day window.
Exchanges
We only replace items if they are defective or damaged. If you need an exchange for the same item, contact our support team with photos and a description of the issue.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, notify us within 48 hours of delivery. We will expedite a replacement or refund at no additional cost.
Shipping Costs
Return shipping costs are the responsibility of the customer, except for cases involving product defects or our fulfillment error. Original shipping charges are non-refundable.