Return Policy

Cancellation, Exchange, Change, and Return Policy

Below are the details of the order cancellation and/or product return policy and its terms:
Velyno – the online store supplying the products.
The customer – the one making the purchase, order, or exchange in the aforementioned store.

Cancellation of a purchase transaction
A purchase transaction may be canceled within one hour from the moment the items are ordered on the website, provided that the item has not yet been shipped to the customer.
The cancellation notice must be sent via email through the form on the website (using the option "I want to cancel my order") and include a valid order number. If the shipment has not been dispatched to the customer and the notice is properly submitted, the full purchase amount will be refunded to the customer using the original payment method.

If the customer wishes to cancel the purchase more than one hour after placing the order, Velyno will do its best to cancel the order if it has not yet left the warehouse, but in any case, there is no obligation to cancel. If the customer still wishes to cancel the order, they must wait until the package arrives at their home and then follow the refund process as detailed later in this document.

Product Exchange
The customer is entitled to a single exchange of the received product within 14 days from the date of package receipt (as indicated by the tracking number provided with each order), provided that the product has only been used to check its fit, and not for regular use that could cause wear or damage. The exchange will be carried out by sending the product to Velyno's warehouse or to another address provided by customer service.

Return shipping costs are at the customer's expense.

Velyno offers size exchanges only and does not guarantee exchanges for color or model.
If a customer wishes to exchange a product for a different product that is not the original product, but in the same color as ordered, they must follow the process detailed in section 7.b of this document.

The right to exchange is granted once per order only. Exchanges of multiple items must be performed collectively for the entire order. It is not possible to exchange different products from a single order on different dates.

Conditions for Product Returns
The returned product must be in new, unused condition, with its original tags. Receiving a refund and gift voucher is conditional upon the product being returned without defect and/or damage. If the returned product does not meet these conditions, the customer will not be eligible for any credit (neither a monetary refund nor a credit voucher).

Monetary Refund
If the customer wishes to receive a monetary refund for their order, two options will be presented to them. By making a purchase and using the Velyno website, the customer confirms that no special handling will be provided for their specific case.

7.a. Monetary refund to the original payment method:
The refund will be issued to the original payment method only and cannot be changed. The refund involves a deduction of 5% of the order amount + 30 ILS cancellation fee. The deduction will be made from the original transaction value (for example, returning a product costing 100 ILS will result in a monetary refund of 65 ILS). The refund will be processed for the customer once the shipment is received at Velyno's warehouse, and will be executed on the day following its receipt. The refund will appear in the customer's account within 5 business days from the moment the refund is processed. Our cancellation fee for any transaction, even if less was paid due to promotions, is 30 ILS and is non-refundable, and therefore deducted from the original transaction amount if the customer chooses this option.

7.b. Gift voucher for Velyno's store:
The voucher will be issued for the original transaction amount and will allow free purchase of any Velyno products. Receiving the voucher is conditional upon sending the product by mail with a tracking number to Velyno's warehouse in Israel. This option is subject to Velyno's sole discretion and without any obligation on its part to exchange for a model or product different from the original product in any way (including model, color, or any other difference).

Non-returnable items
It is clarified and emphasized that items purchased as part of promotions, coupon codes, and/or end-of-season sales can be returned/exchanged within 48 hours from the date of receipt, in accordance with the Consumer Protection Law.

Coupon Codes
A gift code – also known as "credit," "refund voucher," "store voucher," or any other name used by the website operator or customer service representative offering a voucher or coupon code that can be redeemed at the time of purchase on the website – will be issued and valid for a period of two years from the date of receiving the voucher.

Additional Clarifications
It should be noted and emphasized: every return/refund requires and obligates the presentation of an order confirmation.

If a customer receives a defective product, Velyno will be responsible for replacing the product at its own expense, provided that proof (photo or video) is sent to Velyno's customer service email, as listed on the website, within 48 hours of receiving the package (as indicated by the tracking number).

The replacement of a product in case of a defective item will be made solely at Velyno's discretion. Defective products cannot be refunded or exchanged. If a customer receives a defective product, their only option is to receive a new shipment, which will be supplied and fully paid for by Velyno. The compensatory shipment for a defective product will be considered the first shipment for all matters concerning exchanges and returns.

Velyno and the website operator reserve the exclusive right to cancel any order, without prior notice and without needing an explanation, at their sole discretion. If Velyno chooses to cancel an order, a full monetary refund will be issued to the customer using the payment method with which the order was placed. The customer confirms that they will have no claims regarding orders canceled by Velyno.