Refund policy
If something's wrong with your order, we'll help. Email us at support@velnem.com and we'll sort it out.
Quick summary
- You have 30 days from delivery to return an item
- Items should be unused and in their original packaging
- For damaged, faulty, or wrong items, we cover return shipping and give a full refund or replacement
- For change-of-mind returns, you cover return shipping
- Refunds are processed within 5 business days of receiving your return
Cancelling your order
Email us within 24 hours of placing your order to cancel. After 24 hours, your order may already be on its way and we won't be able to stop it.
If your order arrives damaged
Email support@velnem.com within 30 days with photos of the damage. Once confirmed, we'll send a replacement or give you a full refund. Your choice. You don't pay return shipping.
If your item is faulty
If your item stops working within 30 days, contact us. We'll arrange a replacement or full refund at no cost to you.
If you received the wrong item
Email us within 30 days with a photo of what you received and your order number. We'll send the correct item or give you a full refund.
If your order hasn't arrived
If your order hasn't arrived within 15 days of your shipment confirmation email, email us at support@velnem.com with your order number. We'll start an investigation with the carrier. If the package can't be found within 5 business days, we'll send a replacement or give you a full refund.
If you change your mind
You have 30 days from delivery to return an unused item in its original packaging. Email us and we'll send you the return address. You cover return shipping for change-of-mind returns.
Exchanges
Same as a change-of-mind return: 30 days, unused item, original packaging, you cover return shipping. Email us and we'll handle the swap.
How to return an item
- Email support@velnem.com with your order number and reason for return
- We'll reply within 1 business day with the return address
- Pack the item securely and ship it back (tracked shipping recommended)
- Once we receive it, we'll process your refund within 5 business days
Refund timing
After we receive your return, we'll refund your original payment method within 5 business days. Your bank may take an additional 3 to 5 business days to credit your account.
Contact us
Email: support@velnem.com
Hours: Monday to Friday, 9 AM to 5 PM EST
We reply within 1 business day.