Refund, Return & Exchange Policy

At Velorafuzz, every product is handmade and carefully checked before being packed and dispatched. Because many of our products are handmade, personalized, and made specifically for our customers, we follow an exchange/replacement-based policy rather than a cash-refund policy.

1 Wrong Product Sent

If you receive an item that is different from the one you ordered due to an error on our end, please contact us within 48 hours of delivery.

To be eligible for an exchange:

The incorrect item must be returned to Velorafuzz.
The product should be unused and returned in the condition in which it was received.
You must provide your order number and clear photographs of the received item.

Once the incorrect item is received and verified, Velorafuzz will send you the correct item that you originally ordered.

Since the mistake occurred on our end, the reasonable exchange shipping costs will be covered by Velorafuzz. No cash refund will be provided for an incorrect item — the item will be exchanged for the correct order.

2 Damage During Delivery

Our products are carefully packed before dispatch. However, handmade products may occasionally be damaged during courier transportation.

If your parcel arrives damaged, please contact us within 24 hours of delivery and provide:

Clear photos of the damaged product
Clear photos of the outer packaging
A short video or unboxing video, if available
Your order number

Please keep the original packaging and damaged product until the issue has been reviewed, as these may be required when raising a claim with the courier.

After reviewing the evidence, if the damage appears to have occurred during transit, Velorafuzz will work with the customer to provide an appropriate replacement/exchange solution, subject to product availability.

Cash refunds are not provided for courier-related damage. Where applicable, Velorafuzz may also raise a damage claim with the courier company.

3 Minor Handmade Variations

Our products are handmade, so slight variations in shape, size, colour, placement, or finishing may naturally occur.

These small variations are part of the handmade nature of our products and are not considered defects.

4 Change of Mind

We do not accept returns or exchanges simply because a customer has changed their mind, selected the wrong colour/design, or no longer wishes to keep the product.

This also applies to customized or personalized orders once production has started.

5 Customized & Personalized Orders

Customized products are made specifically according to the information provided by the customer.

Customers are responsible for providing accurate details such as names, photographs, colours, sizes, and other customization requirements.

Once production has started, customized or personalized orders cannot normally be cancelled, returned, or exchanged due to a change of mind.

6 Important

Please inspect your parcel as soon as it is delivered and contact us within the stated timeframes if there is an issue.

All exchange or replacement requests are subject to verification by the Velorafuzz team.

Velorafuzz does not offer cash refunds as a standard remedy. Our standard resolution is an exchange or replacement where the issue is verified and the circumstances qualify under this policy.

Have a question about your order? Reach out to us on WhatsApp and our team will guide you through the process.