Refund Policy

Refund Policy

Last Updated: August 18, 2026

At Veltto, we want every customer to have a positive shopping experience. If there is a problem with your order or you need to request a refund for an eligible purchase, the following policy explains how we handle refund requests.

1. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Cancellation requests should generally be submitted within 12 hours of purchase. Once an order has entered processing or has been shipped, cancellation may no longer be possible.

If an eligible cancellation is approved, the payment will be refunded to the original payment method.

2. When a Refund May Be Available

A refund may be considered when:

  • The product arrived damaged;

  • The product is defective;

  • The wrong item was sent;

  • The item is materially different from what was ordered;

  • An eligible return has been received and approved;

  • Veltto is unable to fulfill an accepted order.

All refund requests are reviewed according to the circumstances of the order and applicable consumer protection laws.

3. Damaged, Defective, or Incorrect Products

If you receive an item that is damaged, defective, or incorrect, please contact us within 7 days of delivery.

To help us review the issue, please provide:

  • Your order number;

  • A brief description of the problem;

  • Clear photographs of the product;

  • Photographs of the packaging when relevant.

After reviewing the information, Veltto may provide a replacement, exchange, or refund depending on the circumstances.

4. Returns and Refunds

Eligible returns are subject to the requirements described in our Return and Exchange Policy.

Once an approved return is received, the product may be inspected before a refund is authorized.

If the return is approved, the refund will normally be issued to the original payment method within 5–10 business days after approval.

Please note that your bank or payment provider may require additional time to make the refunded funds available.

5. Refund Amounts

When a refund is approved, the amount refunded will generally correspond to the eligible amount paid for the returned product.

Original shipping charges may be non-refundable unless:

  • The wrong product was shipped;

  • The product arrived damaged or defective;

  • The issue resulted from an error on our part;

  • Refund of the shipping cost is otherwise required by applicable law.

6. Situations That May Not Qualify

A refund may not be available when a product:

  • Has been damaged through misuse or improper handling;

  • Shows signs of avoidable wear;

  • Is returned outside the applicable return period;

  • Is missing required components;

  • Does not meet the applicable return requirements.

Nothing in this policy is intended to restrict consumer rights that cannot legally be excluded.

7. Unavailable Products

If Veltto cannot fulfill an accepted order because the purchased product becomes unavailable, we may cancel the affected order and issue a refund for the amount paid.

8. Duplicate or Unrecognized Charges

If you believe you were charged more than once for the same order or notice a transaction you do not recognize, please contact us promptly.

We will investigate the transaction and, when necessary, work with the relevant payment provider to resolve the issue.

9. Chargebacks

If you experience an issue with your purchase, we encourage you to contact Veltto before initiating a chargeback or payment dispute.

Our support team will review the situation and make reasonable efforts to find an appropriate resolution.

10. Contact Us

For refund requests or questions about this policy, please contact us:

Email: support@veltto.com

Please include your order number whenever possible so we can locate your purchase more quickly.

Veltto

Thank you for choosing Veltto. We appreciate your business and are committed to handling refund requests fairly and transparently.