Política de reembolso

Return of goods

If you are not satisfied with your purchase, you may return the purchased items in their original condition within 30 days of delivery (please include tracking number). Upon receipt of the goods, the purchase price will be refunded. All returns must be registered via our customer service.

I have received a faulty item

If you have received a faulty item, please contact our support team immediately with the following information:

•      Your order number

•      Which item is damaged

•      A description

•      Photographic evidence

If your parcel has been damaged on delivery, please take a photo and send it directly to our customer service team. All claims for damaged parcels must be made within 7 days of the delivery date. We cannot issue a refund, credit note or replacement without proof of damage from a member of our support team.

I have received the wrong item

In the unlikely event that you have received the wrong item, please contact our support team immediately and provide us with the following information:

•      Your order number

•      The name of the item you did not receive

•      The name of the item you did receive

•      A photo of the item you received

Exchange

Unfortunately, you cannot exchange items with us. If you wish to do so, we recommend that you return the product to us and then order the correct product from us.

For faulty products

If the product is faulty, has been damaged in transit or is otherwise defective, there is no return charge.

If I want to return the item(s)

If the customer has purchased the wrong product, the product does not fit, or no longer wants it, the customer is responsible for the actual cost of return shipping and the return receipt.

Return address

Returns may only be sent after written confirmation from our customer support team. Unauthorized returns will not be processed.

Recipient: ErDong Chen WSH 

Address: 5th floor, 11st Building, Julong Industrial Park, Xicha Road, Baiyun district, Guangzhou, Guangdong, China

Postal code: 510435

Please note: returns must be sent via standard postal channels only.

Customer support

Please don’t hesitate to always reach out to our customer support: support@velzaramadrid.com