Refund policy

30-Day Return Policy
We want you and your pet to be happy with your VELGO purchase. We accept returns of eligible non-personalized items within 30 days of delivery.
To be eligible for a return, the item must be unused, unworn, and in the same condition in which it was received, with its original packaging and tags, if applicable. Proof of purchase is required.
How to Start a Return
To request a return, please contact us at info@velgos.com before sending your item back.
If your return is approved, we will provide return instructions and the appropriate return address. Items returned without prior authorization may not be accepted.
Personalized & Customized Items
Because personalized or customized products are made specifically for you and your pet, they cannot be returned or exchanged due to a change of mind, incorrect size selection, or customer-provided personalization errors.
If a personalized item arrives damaged, defective, or with personalization that differs from the information provided in your order, please contact us and we will work to make it right.
Please carefully review all names, phone numbers, spelling, sizing, and other personalization details before submitting your order.
Damaged, Defective or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us as soon as possible at info@velgos.com. Please include your order number and photos of the item so we can evaluate the issue and provide an appropriate solution.
Exchanges
We do not offer direct exchanges. If an eligible non-personalized item is approved for return, you may place a new order for the item you prefer.
Return Shipping
Unless the item arrived damaged, defective, or incorrect due to our error, return shipping costs are the responsibility of the customer. Original shipping charges, if any, are non-refundable.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved. Approved refunds will be issued to your original payment method. Please allow additional time for your bank or credit card company to process and post the refund.
European Union Customers
Where applicable, customers in the European Union may have additional statutory cancellation or return rights under applicable consumer protection laws. These rights are not affected by this policy.
Questions
If you have any questions about a return or refund, please contact us at info@velgos.com.
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