Refund & Exchange Policy

At Velza, we want you to love every piece you order. If your item is not perfect, we’re here to help. Please review our refund and exchange guidelines below.

1. Eligibility for Refunds & Exchanges

To qualify for a return or exchange, items must meet the following conditions:

  • Items must be unworn, unwashed, and in original condition.

  • Tags, packaging, and accessories must be intact.

  • Requests must be made within 7–14 days of receiving your order (حدد المدة التي تفضلها).

  • Sale items and accessories (if any) may be non-returnable.

2. Refund Process

Once your return is received and inspected:

  • You will be notified via email about the status of your refund.

  • Approved refunds will be issued to your original payment method.

  • Refunds may take 3–7 business days to appear depending on your bank/processor.

Shipping fees are non-refundable unless the mistake was from our side.

3. Exchange Process

We are happy to exchange your item for:

  • A different size

  • A different color

  • Another product of equal value

Exchanges are subject to product availability at the time of request.

4. Damaged or Incorrect Items

If you receive a damaged or wrong item:

  • Please contact us within 48 hours of delivery.

  • Provide clear photos of the item and packaging.
    We will replace the item or offer a full refund at no extra cost.

5. Non-Refundable Items

The following items cannot be returned or exchanged:

  • Final sale items

  • Intimates or hygiene-sensitive products

  • Items not returned in their original condition

6. How to Start a Return or Exchange

Please contact our support team at:
support@velza.com
Include your order number and the reason for return/exchange.
We will guide you through the next steps.

7. Shipping Costs

  • Customers are responsible for return shipping fees unless the product was defective or incorrectly shipped.

  • In case of an exchange, we will re-ship the new item after receiving your return.

8. Order Cancellation

Orders can be canceled within 2–4 hours of purchase if they have not yet been processed.