Return & Exchange Policy

30-Day Return and Exchange Policy

We offer a 30-day return and exchange policy (accessories are not included) for all customers who purchase VELO luggage at www.veloluggage.com. If you decide that this is not the product for you, send it back to us within 30 days of placing your order, and we’ll reimburse you to the original payment method, as long as the product(s) meet the conditions set out in this policy. The products must be unused, in their original condition, and in their original packaging. If you purchased VELO luggage from a non-VELO brand-owned channel, we recommend contacting your point of purchase for assistance with returns and refunds.

The 30-day return and exchange policy only applies to customers who purchase VELO luggage from the VELO brand-owned store. For specific after-sales service policies regarding VELO luggage purchased from other channels, please consult the store where you made your purchase.

Conditions for Returns and Exchanges:

  • Within 30 days from the date of purchase.
  • Each order can only be returned or exchanged once.
  • The returned item must be in its original packaging, including all accessories, manuals, and documentation.
  • The returned product must be unused, undamaged, and in its original condition without any other form of damage.

Unfortunately, we cannot accept returns on suitcases that are in unsaleable condition. Kindly return the package to the specified address.

Please note: All online returns will be processed with a return fee of 10% of the original purchase price per luggage. This fee will be deducted from your final refund. Additionally, packages that do not meet the return conditions will be returned to you, and the cost of returning these packages will be borne by you.

Return and Refund Process:

  1. Please contact our customer service team at support@veloluggage.com.
  2. Our customer service team will respond to your email within 1-2 business days.
  3. Once your return request is approved, please return the product in its original packaging, including all accessories, manuals, and documentation, to the designated address provided by our customer service within 7 business days.
  4. Once you have shipped the package, please notify us via email at support@veloluggage.com.
  5. Our staff will inspect the package within 7 business days upon receipt.
  6. Once the product is confirmed to be in good condition during the warehouse inspection, we will arrange the refund within 5 business days.
  7. After successfully arranging the refund, we will notify you of the refund progress via email within 1 business day.

Refund Processing Time:

The warehouse will verify the returned products within 7 business days. Once verified, the refund will be processed within 5 business days. The actual time for the refund to arrive is estimated to be 7 business days (depending on the processing time of different banks).

Exchange Process:

If you wish to exchange an item, but the product itself is not damaged or has no other abnormal functions, you will need to initiate a return for your original purchase and make a separate purchase for the item you wish to receive instead. If you have any questions, please contact support@veloluggage.com for assistance.

The following are the steps for an exchange:

  1. Please contact our customer service team at support@veloluggage.com.
  2. Our customer service team will respond to your email within 1 business day.
  3. Once your exchange request is approved, please return the product in its original packaging, including all accessories, manuals, and documentation, to the designated address provided by our customer service within 7 business days.
  4. Once you have shipped the package, please notify us via email at support@veloluggage.com.
  5. Our staff will inspect the package within 7 business days upon receipt.
  6. Once the product is confirmed to be in good condition during the warehouse inspection, we will arrange shipment for you within 1 business day.
  7. We will email you the tracking number within 1 business day after the shipment is sent.

Exchange Processing Time:

The warehouse will verify the returned products within 7 business days upon receipt. Once verified, the exchange will be processed within 1 business day. The product is expected to be delivered within 3-5 business days.

Contact Us:

If you have any further questions, please email support@veloluggage.com.