Returns Policy
Last updated: October 8, 2025
We're sorry to hear you're not completely satisfied with your order. We want to make the returns process as smooth as possible for you.
SECTION 1 - RETURN POLICY
You can return your order within 30 days of receipt.
Please note that return shipping is the customer's responsibility.
Our warehouse is located in Asia, so shipping costs may vary. The average return cost is usually between $20 and $40.
We recommend always using a track & trace service when returning products, as we cannot be held responsible for lost shipments.
SECTION 2 - HOW TO RETURN A PRODUCT
To return your product, follow these three simple steps:
Step 1: Contact Us
Send an email to info@vela-auckland.com with your order number and the reason for your return. We will then guide you through the next steps.
Step 2: Send your package.
Once you've received the return instructions, you can send the items to the address we provided.
Always use a shipping method with track & trace.
As the sender, you are responsible for the return shipping; we strongly recommend choosing a shipping method with a trackable code.
Step 3: Receive your refund
Once we have received your return in good condition, we will process the refund to the bank account number we have on file for you within 14 business days.
SECTION 3 - CANCELLATION POLICY
We understand that sometimes you change your mind.
An order can be canceled within 24 hours of placing it.
After this period, the order can no longer be cancelled, as the processing has already started.
For cancellations or questions about this, please contact us via info@vela-auckland.com.
SECTION 4 - IMPORTANT NOTES
To be eligible for a refund or exchange, the product must be returned in its original condition, with all tags and labels still attached. The product must not show any signs of wear.
We reserve the right to refuse returns if we determine that items have been used or damaged beyond our control.
All returns are shipped to our central warehouse in Asia and are the customer's responsibility.
If the return is caused by the customer, for example, because you changed your mind or ordered the wrong size, you will be responsible for the full shipping costs. The exact amount depends on the carrier you choose.
If the return is the result of an error on our part, such as a defective or incorrectly delivered item, we will send you a new item free of charge.
SECTION 5 - CONTACT
For questions, assistance, or more information about our returns or refund policy, please contact us at:
info@vela-auckland.com