Return Policy.

Any applications/claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are embraced/covered at our expense. If our customers have any issues/problems, please contact us immediately through email (“info@shopvelston.com”). The return address is set by default to our partner facilities. When we receive a returned shipment, an automated email notification will be sent to you and our authorities. Unclaimed returns get donated to foundations/charities after 4 weeks.

Wrong Address.

If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable). Sometimes, velston covers the aforementioned expenses.

Unclaimed Pieces.

Shipments that progress unclaimed are returned to our facility and you will be liable for the cost of a reshipment to you. Sometimes, velston covers the aforementioned expenses. Velston does not allow returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.

Returned by customers.

It is best advised to contact our authority before returning the product to our warehouses. Except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to get offered at your expense and discretion. You will need to contact our authority before placing the refund. Customers residing in Brazil and regretting a purchase must contact our Customer Service and express their will to return the item within seven consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partial. In these cases, a refund will not be accepted.

If something arrives damaged, send a photo of the damaged goods to info@theclusterco.com, then we’ll gladly send a replacement at no cost to you. You will need to provide extra information in some circumstances.

Notification for EU consumers.

According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

  1. The supply of goods that are made to the consumer’s specifications or are clearly personalized;
  2. Sealed goods that were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,

Therefore we and our partner reserve the right to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

In this document, we have affirmed our return policy in the circumstance where anything goes incorrect. Our customers can refer to this document.

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