Refund policy
Return and Refund Policy
Last Updated: November 4, 2026
At VELZAI, we want you to feel confident with every purchase. We take pride in offering beautiful jewelry and providing a smooth, reliable shopping experience.
If you’re not completely satisfied with your purchase, we’re here to help.
1. Return Eligibility
We accept eligible change-of-mind returns within 7 days of delivery, subject to applicable consumer protection laws.
To qualify for a return:
- Items must be unused, unworn, and in their original condition.
- Original packaging, tags, and included accessories must be retained.
- Proof of purchase or a valid order number is required.
- Return requests must be submitted within 7 calendar days of delivery.
To initiate a return, email info@velzai.com with your order number and reason for the return.
Please do not ship items back without contacting us first. Our support team will provide return instructions and the appropriate return address.
2. Non-Returnable Items
Subject to applicable consumer protection laws, the following items may not qualify for voluntary change-of-mind returns:
- Personalized, engraved, or custom-made jewelry.
- Earrings or other pierced jewelry that have been worn or cannot be safely resold for hygiene reasons.
- Gift cards.
- Products clearly marked as final sale before purchase.
These exclusions do not affect your statutory rights concerning damaged, defective, incorrectly described, or incorrectly supplied items.
3. Damaged, Defective, or Incorrect Items
We carefully prepare every order, but if something arrives damaged, defective, or incorrect, please contact us promptly.
Email info@velzai.com with:
- Your order number.
- A brief description of the issue.
- Photographs of the item and packaging, where helpful.
We will review your request and arrange an appropriate replacement, repair, refund, or other remedy in accordance with applicable law.
The 7-day change-of-mind return period does not limit your legal rights regarding defective, damaged, or incorrectly supplied products.
4. Return Shipping
Customers are responsible for return shipping costs for voluntary change-of-mind returns.
If your return concerns a verified defective, damaged, or incorrectly supplied item, VELZAI will cover reasonable return shipping costs where required by applicable law.
We recommend using a tracked shipping service.
Please contact our support team before returning any product to receive the appropriate shipping instructions.
5. Restocking Fees
VELZAI does not charge restocking fees for eligible returns.
6. Refund Processing
Once your returned item is received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method.
Refund processing times may vary depending on your bank or payment provider. We will comply with all applicable legal refund deadlines.
For voluntary change-of-mind returns, original shipping fees are generally non-refundable unless otherwise required by law.
If a return is due to a defective, damaged, or incorrectly supplied product, applicable consumer protection laws determine the appropriate refund and any related shipping reimbursement.
7. Exchanges
If you would like to exchange an eligible item, please contact us at info@velzai.com.
Exchanges are subject to product availability and return eligibility.
If your requested replacement is unavailable, we will discuss the available options with you.
Your statutory rights remain unaffected.
8. Order Cancellations
Customers may request an automatic cancellation within 15 minutes of placing an order, where this feature is available.
If you need to cancel an order after this period, contact info@velzai.com as soon as possible.
We will attempt to accommodate cancellation requests before the order is processed for shipment.
Once an order has been dispatched, the applicable return process will generally apply.
This cancellation policy does not restrict any mandatory cancellation or withdrawal rights provided by law.
9. International Returns
We welcome customers from the destinations supported by our checkout.
International return requests should be submitted to our customer support team before shipping any items.
Customers are responsible for change-of-mind return shipping charges unless otherwise stated or required by law.
Some countries provide additional consumer rights, including longer withdrawal periods or mandatory refund protections. Where those rights apply, they take precedence over our standard 7-day policy.
10. Refund Delays
If an approved refund has not appeared in your account, please first check with your bank or payment provider, as processing times can vary.
If you still need assistance, contact info@velzai.com with your order details.
11. Contact Information
For questions about returns, refunds, exchanges, or cancellations, please contact:
VELZAI
Operated by Trevix LLC
Business Address:
1001 S Main St
Kalispell, MT 59901
United States
Email: info@velzai.com
Website: https://www.velzai.com
We appreciate your trust in VELZAI and are committed to making your shopping experience as enjoyable as possible.