Refund and Return Policy

I. Our Commitment to Your Complete Satisfaction

At VELINA LORVEN V&L LLC, we pour our passion, innovation, and rigorous quality control into every single garment we produce. We are supremely confident in the quality, fit, and performance of our activewear. However, we also recognize that the online shopping experience, while convenient, lacks the ability to try on products before purchase. To bridge this gap and solidify the trust you place in us, we have established a comprehensive, fair, and transparent Refund and Return Policy. This policy is not just a set of rules; it is a testament to our commitment to your absolute satisfaction. We stand behind our products 100% and want you to feel completely delighted with your VELINA LORVEN purchase. Our policy is designed to be straightforward and customer-friendly, ensuring that should an item not meet your expectations, the process to rectify the situation is as seamless and hassle-free as possible. This document provides an exhaustive overview of your rights, the procedures to follow, and the conditions that apply, leaving no room for ambiguity. Your peace of mind is our ultimate priority.

II. Defining Key Terms: Returns, Refunds, and Exchanges

To ensure we have a mutual understanding, let us begin by clearly defining the core concepts within this policy:

  • Return: The physical act of sending a product you purchased back to us at our designated facility for inspection and processing.

  • Refund: The reversal of a transaction, returning the amount you paid for the returned product(s) back to your original payment method.

  • Exchange: The process of replacing a product you purchased with a different size or color of the same product, subject to availability.

  • Return Authorization (RA) Number: A unique identification number issued by our customer service team that must accompany your return. Returns received without a valid RA number will not be processed.

  • Original Condition: The state of the product being unworn, unwashed, undamaged, with all original tags attached, and in its original packaging.

  • Proof of Purchase: The electronic or printed confirmation of your order, typically your order confirmation email or the packing slip included with your shipment.

III. The Standard Return & Refund Policy in Detail

This section outlines the general policy that applies to the majority of our customer returns.

Eligibility Criteria: What Qualifies for a Return/Refund?

To be eligible for a return and refund, the request must meet the following conditions:

  1. Timeframe: You have 30 calendar days from the date you received the shipment to initiate a return request.

  2. Product Condition: The item must be in its Original Condition (as defined above). It must be unworn, unwashed, free of any odors, stains, makeup, or damage, with all original tags and labels securely attached.

  3. Included Items: All original packaging, including any garment bags, dust bags, or informational booklets, must be included.

  4. Proof of Purchase: You must be able to provide your order number or other verifiable proof of purchase.

Non-Returnable Items and Scenarios

For health, safety, and hygiene reasons, the following items and scenarios are, unfortunately, not eligible for return or refund:

  • Items Not in Original Condition: Any product showing signs of wear, wash, damage, or missing tags.

  • Final Sale Items: Certain products may be marked as “Final Sale” or “Clearance” at the time of purchase. These items are sold as-is and are not eligible for return or exchange.

  • Gifted Items: Without a valid proof of purchase from the original transaction, we cannot process a return or refund for gifted items.

  • Products Purchased from Unauthorized Retailers: VELINA LORVEN V&L LLC is only responsible for products purchased directly through our official website, velinalorven.shop.

Step-by-Step Return Process

To ensure your return is processed efficiently and accurately, please follow these steps meticulously. Deviating from this process may result in delays or rejection of your return.

Step 1: Initiate the Return Request via Email

  • Do not ship the item back to us without prior authorization.

  • Within the 30-day window, contact our Customer Satisfaction Team via email at info@velinalorven.shop.

  • In your email, please include:

    • Your full name.

    • Your order number.

    • The product(s) you wish to return.

    • The reason for the return (e.g., incorrect size, changed mind, defective item).

    • Whether you are requesting a refund or an exchange (specify desired size/color for exchanges).

Step 2: Receive Your Return Authorization (RA) Number & Instructions

  • Our team will review your request and, if eligible, will email you a unique Return Authorization (RA) Number along with detailed instructions and our return shipping address:
    VELINA LORVEN V&L LLC
    RA #: [Your Unique Number]
    1209 MOUNTAIN ROAD PL NE STE R
    ALBUQUERQUE, NM 87110

  • This RA number is critical. You must write it clearly on the outside of the shipping box.

Step 3: Securely Package Your Item

  • Place the item(s) in their original packaging, ensuring they are in pristine, original condition.

  • Include a copy of your original packing slip or a note with your order number and name inside the package.

Step 4: Ship the Package

  • You are responsible for the cost and risk of return shipping unless the return is due to our error (e.g., we sent the wrong item or a defective item).

  • We strongly recommend that you:

    • Use a traceable and insured shipping service (e.g., USPS Priority Mail, UPS, FedEx).

    • Retain the proof of postage/shipping receipt until your refund has been processed.

  • Ship your package to the address provided in your return instructions.

Refund Processing

Once your return is received and inspected at our warehouse, we will send you an email to notify you of the outcome.

  • Approval: If your return is approved, your refund will be processed automatically. A credit will be applied to your original method of payment via our payment processor, Stripe.

  • Timeline: Please allow 5-7 business days for us to receive and process your return upon its arrival at our facility. After we process the refund, please allow an additional 5-10 business days for the refund to appear on your credit card or bank statement. The total time can vary depending on your financial institution’s processing speeds.

  • Partial Refunds: In certain cases, only a partial refund may be granted (e.g., if an item is returned with minor signs of handling but is not in fully resalable condition).

IV. Special Circumstances: Defective, Damaged, or Incorrect Items

We deeply regret any instance where you receive a product that is faulty, damaged, or not what you ordered. In these specific cases, we will go above and beyond to make it right.

Policy for Defective/Damaged/Wrong Items

If you receive an item that is:

  • Defective: Has a manufacturing flaw (e.g., broken seam, faulty zipper, material defect).

  • Damaged: Arrived with physical damage sustained during shipping.

  • Incorrect: You received a different item than what you ordered.

The process differs from a standard return:

  1. Contact Us Immediately: You must contact us within 7 calendar days of receiving the shipment. Email us at info@velinalorven.shop with the subject line “Defective/Damaged/Wrong Item – [Your Order Number]”.

  2. Provide Evidence: To help us resolve the issue swiftly, please provide clear photographs or a short video of the defect, damage, or the incorrect item received alongside the packing slip.

  3. Our Response: We will investigate and, upon verification, will provide a pre-paid shipping label for you to return the item to us at no cost to you. In many cases, we may ship the correct/replacement item to you immediately without waiting to receive the faulty item back, at our discretion.

V. The Exchange Process

We are happy to offer exchanges for a different size or color of the same item, subject to stock availability.

  • The eligibility criteria for an exchange are identical to those for a return (30 days, original condition).

  • To request an exchange, follow the same “Step-by-Step Return Process” outlined above, but clearly state in your initial email that you wish for an exchange and specify the desired size and color.

  • Once we receive and inspect your returned item, we will ship the exchanged item to you. You will be responsible for the return shipping cost of the original item, and we will cover the shipping cost of the new item to you.

  • If the item you wish to exchange for is out of stock, we will process a refund for the returned item instead.

VI. Return Shipping Costs: Who Pays?

  • Change of Mind / Incorrect Size: If you are returning an item because you changed your mind or ordered the wrong size, you will be responsible for the cost of return shipping.

  • Our Error (Defective, Damaged, Wrong Item): If the return is a result of our error, we will provide a pre-paid shipping label and cover all associated return shipping costs.

VII. International Returns

For our valued international customers outside the United States, the return process is largely the same. However, please be aware of the following:

  • You are responsible for all return shipping costs, customs duties, and import taxes associated with the return shipment. We cannot label these as “returns” on customs forms, as they are subject to the laws of your country.

  • We recommend declaring the value of the returned goods as $0 to avoid double taxation, but this is at your discretion and risk.

  • We are not liable for return packages that are lost or damaged in international transit. We strongly advise using a tracked and insured courier service.

VIII. Late or Missing Refunds

If you haven’t received your refund after the stated timeframe has passed, please take the following steps:

  1. Check Your Bank Account: Check with your bank or credit card company. It may take some time before your refund is officially posted.

  2. Contact Your Payment Method Provider: There is often some processing time before a refund is posted. If you used a digital wallet like Apple Pay or Google Pay, check their specific refund policies.

  3. If All Else Fails, Contact Us: If you’ve done all of the above and you still have not received your refund, please contact us at info@velinalorven.shop with your order number and the date you returned the item, and we will investigate further.

IX. Policy Updates

We reserve the right to update, amend, or change this Refund and Return Policy at any time to reflect changes in our business practices or legal obligations. Any such changes will be posted on this page, and the “Last Updated” date at the top will be revised. For any purchases made prior to a change in the policy, the policy in effect at the time of purchase will govern that transaction.

X. Our Guarantee to You

This policy is our written promise to treat you with fairness and respect. We understand that returns are an inevitable part of e-commerce, and we never view them as an inconvenience. Instead, we see them as an opportunity to demonstrate our commitment to integrity and customer care. Our goal is to ensure that every interaction with VELINA LORVEN, even a return, reinforces your trust in our brand. Thank you for choosing us.