Refund policy
RETURN & EXCHANGE POLICY
Please review VEL’s Return & Exchange Policy carefully before making a purchase.
Due to the nature of our products, returns and exchanges are accepted only under the circumstances and conditions outlined below.
Damaged, Defective, or Incorrect Items
If you receive an item that:
- was damaged during shipping;
- has a manufacturing defect; or
- is different from the item you ordered,
you must contact VEL within 7 calendar days of the delivery date.
Your request must include your order number, a description of the issue, and photos of the product and packaging that clearly show the damage, defect, or incorrect item.
Claims submitted more than 7 calendar days after delivery may be denied.
VEL may request additional photos or information as necessary to review your claim.
Do not return any product without prior authorization from VEL.
Approved Returns
If, after reviewing your claim, VEL authorizes a return for further inspection, the returned item must be provided to the shipping carrier within 7 calendar days of the date VEL approves the return.
Return instructions and the return address will be provided after the return has been authorized.
Returns shipped after the 7-calendar-day return period may not be accepted.
Items returned without prior authorization from VEL may also be refused.
If a return is required due to a confirmed VEL error, manufacturing defect, or damage during shipping, VEL will provide instructions for arranging the return shipment.
Inspection of Returned Items
Receipt of a returned item does not automatically qualify the customer for a replacement or store credit.
Once the returned item is received, VEL will inspect it to verify the reported issue and confirm that the returned product is consistent with the information and photographs previously provided.
After the inspection is completed and the issue is confirmed, VEL will, depending on the circumstances, provide:
- a replacement for the affected item; or
- store credit.
VEL will determine the appropriate resolution based on the nature of the issue, the condition of the product, and the availability of a replacement item.
Return Conditions
If a return has been authorized by VEL, the item must be returned in accordance with the instructions provided.
If the nature of the damage or defect allows the product and its packaging to be retained, the customer must return the product together with its original packaging and all components included with the product.
The customer must not intentionally use, alter, or further damage the product after discovering the reported issue.
VEL reserves the right to deny a replacement or store credit if, upon inspection, it is determined that:
- the reported defect or damage cannot be verified;
- the damage occurred after delivery as a result of improper use, storage, or handling;
- the returned item does not match the item identified in the claim; or
- the product was substantially used or altered after the reported issue was discovered.
Non-Returnable and Non-Exchangeable Items
Except in cases of a confirmed manufacturing defect, damage during shipping, or an error by VEL in fulfilling the order, the following items are not eligible for return or exchange:
- opened or used cosmetic products, professional materials, and tools;
- items marked Final Sale; and
- gift cards.
For hygiene and safety reasons, opened or used professional nail products cannot be returned or exchanged due to a change of mind, an incorrectly selected shade, or other personal preferences.
Change of Mind or Incorrect Product Selection
VEL does not accept returns or exchanges due to a change of mind, an incorrectly selected color, shade, size, product type, or other personal preference.
Please carefully review the products you select and their specifications before placing your order.
Wholesale and Reseller Orders
All sales to wholesale customers and resellers are Final Sale.
Returns or exchanges are not available for wholesale or reseller orders except in confirmed cases of:
- a manufacturing defect;
- damage during shipping; or
- an error by VEL in fulfilling the order.
Any such issue must be reported to VEL within 7 calendar days of the delivery date.
If VEL authorizes the return of an item for inspection, the item must be provided to the shipping carrier within 7 calendar days of the date the return is authorized.
After receiving and inspecting the returned item, VEL will determine whether to provide a replacement or store credit.
SHIPPING POLICY
All orders are processed and shipped from California.
Orders are typically processed within 1–2 business days after payment has been confirmed.
Once an order has shipped, the customer will receive a shipping confirmation and tracking information when tracking is available for the selected shipping method.
Estimated delivery times are provided as a guideline only and depend on the carrier and destination.
Once an order has been transferred to the shipping carrier, VEL cannot guarantee an exact delivery date and is not responsible for delays caused by the carrier or circumstances beyond VEL’s reasonable control.
Incorrect or Incomplete Shipping Address
The customer is responsible for providing a complete and accurate shipping address and contact information at checkout.
Please carefully review your shipping information before completing your purchase.
If you discover an error in your shipping address after placing an order, contact VEL as soon as possible. We will make reasonable efforts to update the address if the order has not yet been processed or transferred to the carrier; however, we cannot guarantee that an address can be changed after an order has been placed.
VEL is not responsible for delays, failed deliveries, or returned packages resulting from an incorrect or incomplete shipping address provided by the customer.
If a package is returned to VEL by the carrier due to an incorrect or incomplete address, an unsuccessful delivery attempt, or the recipient’s refusal to accept the package, the customer will be responsible for the cost of reshipping the order.
The original shipping charge will not be credited in these circumstances.
Order Changes and Cancellations
We make every effort to process orders as quickly as possible.
If you need to change or cancel your order, please contact VEL as soon as possible.
We will make reasonable efforts to accommodate your request if the order has not yet been processed or shipped. Once processing has begun or the order has been transferred to the carrier, changes or cancellations cannot be guaranteed.
Packages Marked “Delivered”
If the carrier’s tracking information shows your package as Delivered, but you have not received it, please first check the delivery location and surrounding area, ask household members, neighbors, or building staff when applicable, and contact the shipping carrier directly to request assistance in locating the package.
VEL will provide any information available to us that may be needed to contact the carrier or assist with an investigation.
A Delivered status recorded by the carrier does not, by itself, automatically qualify an order for a replacement or store credit. Each case will be reviewed individually based on the carrier’s information and the circumstances of the delivery.
Contact Us
For questions regarding damaged, defective, or incorrect items, authorized returns, or shipping issues, please contact us:
Email: velnail.usa@gmail.com
Please include your order number and a brief description of the issue. For claims involving a damaged, defective, or incorrect item, photographs must be included.