Refund policy
If you are not satisfied with the product or have changed your mind about the purchase, you may request a refund within 7 days of the order being collected from your address.
Conditions for requesting a refund:
If you wish to request a refund, the product must be in perfect condition and show no signs of use, meaning it must be in the same condition as when you received it. Additionally, it is essential that the item is in its original packaging.
How to request a refund:
Send an email to contato@vellein.com Please provide your full name, order number, and reason for the exchange. We will then contact you with the necessary information to return the product.
Conditions for returns due to buyer's remorse:
If you regret your purchase, you can also return your order within 7 days of receiving it at your address.
How to request a return due to buyer's remorse:
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Send an email to contato@vellein.com Please provide your full name, order number, and details about your dissatisfaction.
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After following all the instructions and the product arrives, it will be directed to Quality Control and Returns Analysis. We will analyze your case within 30 days from the date we receive the returned products. The amount will be refunded using the same payment method you selected when purchasing from our online store. There is no additional cost for you to receive the refund.
Products with manufacturing defects:
According to Brazilian law, in the case of items with manufacturing defects, you have the right to request a return within 30 days, starting from the date the order is collected from your address.
How to request a return for defective products:
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Send an email to contato@vellein.com Please provide your full name, order number, and information about the manufacturing defect (description with photos or videos).
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After following all the instructions and the product arrives, it will be directed to Quality Control and Returns Analysis. We will analyze your case within 30 days from the date we receive the returned products. The amount will be refunded using the same payment method you selected when purchasing from our online store. There is no additional cost for you to receive the refund.
Refund methods:
The refund will be processed according to the original payment method, respecting the following procedures:
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Purchases made via credit card : The refund will be sent to the consumer's card issuer within 7 business days from the date the returned product(s) are collected. The refund to the consumer is the responsibility of the card issuer. If you have any questions, please contact your issuing bank directly.
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For purchases made via bank slip: The refund will be made by transfer or deposit to the buyer's bank account within 7 business days from the collection of all refunded product(s).
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For purchases made via Pix, the refund will be processed as follows:
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The amount will be transferred back to the bank account or Pix key used for the purchase, within 7 business days from the collection of all returned product(s).
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Please provide the correct bank account details or Pix key to ensure proper processing of your refund. The account name must match the one registered on our website. We do not accept refunds to third-party accounts.
How to return products:
In accordance with Consumer Law, the costs of returning products subject to a claim or items with manufacturing defects will be charged by our store through the reverse logistics process. However, the shipping costs for returning products due to dissatisfaction, for transactions made after 7 days from the product collection date, will be the customer's responsibility.
You will receive a return shipping authorization code via email with a return label shortly after your exchange or return request, and you must ship the merchandise through a post office. We do not cover packaging costs, so we suggest you use the same packaging in which you received your purchase (if it is not damaged) or a suitable box that will protect the items during transport.
Contact us:
If you have any questions about our exchange policy, please contact us at:
Email : contato@vellein.com