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Refund and Returns Policy
Last updated: October 26, 2023
At Velious, operating trevino.top, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we’re here to help.
30-Day Return Window
You have 30 calendar days from the date you received your item to initiate a return. To be eligible for a return, your item must meet the conditions outlined below.
Eligibility for Returns
To be eligible for a return, your item must be:
- Unused, unworn, and in the same condition that you received it.
- In its original packaging.
- Accompanied by the receipt or proof of purchase.
- All original tags, labels, and protective stickers must be intact.
Non-Returnable Items
Certain types of items cannot be returned, including:
- Gift cards.
- Personalized or customized items (unless defective).
- Items marked as ‘Final Sale’ or ‘Non-Returnable’.
- Perishable goods (e.g., food, flowers, newspapers, magazines).
- Intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Please contact us if you have questions or concerns about your specific item.
How to Initiate a Return
To start a return, please follow these steps:
- Contact our customer service team at [email protected] or call us at 231-547-1800 within the 30-day return window.
- Provide your order number, the item(s) you wish to return, and the reason for the return.
- Our team will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to send back your item. Please do not send your item back without first obtaining an RMA number.
Shipping Returns
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund.
For your protection, if you are returning an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please send returns to the following address, once you have an RMA number:
Velious3289 Twin Oaks Drive
Charlevoix, MI, US
Refunds
Once we receive your returned item and inspect it, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on our inspection.
If your return is approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7-10 business days. Please note that it may take some additional time for your bank or credit card company to post the refund to your account.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company; it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at [email protected].
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] or call us at 231-547-1800 to arrange the exchange.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately (within 48 hours of receipt) at [email protected] or 231-547-1800 with details of the product and the defect. We will provide instructions on how to return the item and arrange for a replacement or full refund, including return shipping costs if applicable.
Contact Us
If you have any questions on how to return your item to us, please contact us:
- By email: [email protected]
- By phone: 231-547-1800
- Our Address: Velious, 3289 Twin Oaks Drive, Charlevoix, MI, US
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