Returns, Refunds and Cancellations

1. Return period. Unless a different period is displayed for the product or required by law, an eligible return request should be submitted through your Account within 14 calendar days after delivery.

2. Eligible reasons. A return or refund may be considered where the wrong item was delivered, an item is defective, an item was damaged in transit, an order is incomplete, or the product is materially not as described. Other reasons may be accepted where stated in the applicable product or promotional terms.

3. Product condition. Unless the return concerns a defect, damage, misdescription or another issue that necessarily requires inspection or use, returned products should be unused, unwashed, untampered with and returned in their original packaging with tags, accessories and proof of purchase.

4. Non-returnable products. Subject to applicable law, products that may not be eligible for change-of-mind returns include perishable goods, personal-care or hygiene-sensitive items, undergarments, customised or made-to-order products, digital goods, downloads, e-vouchers, clearance or final-sale items, and products damaged or altered after delivery by the Buyer.

5. Return process. You must initiate the request through the relevant order page and provide the requested evidence. The Merchant should review the request within 5 business days. If approved, you must return the item using the instructed or trackable method. After receipt, the returned item should be inspected and the return status updated within 3 business days.

6. Return shipping costs. Return shipping may be charged to you for a change-of-mind return or a return caused by information or actions attributable to you. The Merchant or another responsible party should bear reasonable return shipping costs where the wrong, defective, damaged or materially misdescribed item was supplied, subject to the applicable process and evidence.

7. Refund method and timing. Once a refund is approved, it will generally be initiated within 7 to 14 business days using the original payment method, unless another lawful method is agreed or required. Your bank, card issuer, payment provider or e-wallet may require additional time to post the funds. A partial refund may be offered where appropriate and accepted by you.

8. Escalation. If you and the Merchant cannot resolve a return or refund matter, you may escalate the case to Velo Mall Support. We may request photos, videos, tracking records, communications or other evidence and may make a determination under the applicable policy, without limiting any right you may have under law.