Return & Exchange Policy
return & exchange policy
We will gladly accept the return or exchange of an item(s) that is new, unused, free of scents, marks, with all tags still attached and shipped back in its original package within 21 business days from the delivery date. If the item qualifies under the previous conditions, it will be exchanged only one time and only for sizing, not for a different model.
Items such as; Cinch Leggings, Hot Body Gel, and Cold Body Gel are all final sale items and cannot be returned or exchanged under any conditions.
Please make sure the item(s) meet the conditions listed above, before returning an item(s) to the following address. We also encourage our customers to return the item(s) using a trackable shipping method.
12A Carillon Drive
Rocky Hill, Connecticut 06067
Once your package is in our warehouse, please allow 10 to 12 business days to process your return.
Once your return is received, reviewed, and inspected, we will send you a notification stating the status of the decision reached, based on our return and exchange policy explained above. If your return is approved, we will initiate a refund that would take up to 2 business days to be processed and 3-5 business days for the refund amount to show up in your credit card account (or original method of payment). Please note, depending on your financial institution, it may take additional time for your credit to be applied and posted to your account.
Please be advised that the initial shipment fee incurred by VelaGos LLC, will be deducted from the refunded amount on returned orders that were dispatched via ground shipping. We will only refund the purchase price of the item less the original shipping costs, even if Free Shipping was applied.
You will be responsible for paying for your own shipping costs for returning an item. Shipping costs are non-refundable. Orders that have been shipped cannot be canceled. If a cancellation request is submitted at this point and/or the item is returned or delivery is refused and if you qualify for a refund, we will only refund the purchase price of the item less the original shipping costs, even if Free Shipping was applied.
DAMAGED BOX OR DAMAGED PRODUCT
If you receive damaged or incorrect item(s), please contact customer service no later than 5 business days of receipt of your shipment to make the necessary corrections. If there is extensive damage to the box, please keep all packaging, contents and immediately contact customer service at firstname.lastname@example.org. Our customer service professionals may request photos of the packaging to submit a damage claim with the carrier.
INCORRECT SHIPPING ADDRESS PROVIDED
Packages that are returned because of an incorrect address provided by the customer will be subject to additional shipping charge. This shipping charge will apply even if you were not originally charged shipping under a free shipping promotion. Requests for packages to be reshipped will be subject to a reshipping fee. If the package is returned and the customer has not contacted customer service, the order will then be refunded back (If qualifies for a refund) to the original form of payment.