1) Return and refund policy
If you do not wish to keep your purchase, you have 30 days to return the product(s) ordered to us for a refund or an exchange, according to your preference. Unfortunately, once the 30 days have passed after receiving your order, we will no longer be able to accept a return.
Please also adhere to the following conditions for your return to be accepted:
- The item(s) must be new.
- The item(s) must still have the manufacturer's seal (if applicable).
- The item(s) must be returned in their original packaging.
2) Return of damaged, incorrect, or defective products
If your order contains damaged, incorrect, or defective items, please contact us at contact@velocift.com.
In such cases, you have 30 days from the day following the receipt of your order to return the affected items to receive a refund or an exchange.
3) Return process: prior contact required before initiating a return
Before initiating a return, it is mandatory to contact us by email at contact@velocift.com. This ensures optimal tracking of your return and simplifies the refund process. By reaching out to us, we can provide you with all the necessary information and ensure a smooth experience.
For certain products, it may be necessary for returns to be sent outside of Canada at the customer’s expense, although this is uncommon. This is why we ask you to contact us before proceeding with a return. Our online store is a marketplace where multiple sellers can offer their products for sale, each with a different return address. We encourage you to contact us before placing an order to know the return address for the product(s) you wish to purchase, avoiding any surprises regarding the return address if you decide to return your order.
Once you have contacted us by email, we will provide you with the return address for your order. Please ensure that you follow the return conditions and properly pack the package so that it is not damaged during transport.
Once the product is received, you will be informed of the refund or replacement, according to your request, by email within seven business days. Please note that it may take several days (usually between three and ten days) for the refund to be credited to your bank account, depending on your bank.
We understand that returns are an integral part of the customer experience, which is why we would like to clarify that, to obtain a return or a refund, it may sometimes be necessary to return the received order internationally, outside of Canada, at the customer's expense. We understand that this can represent an additional cost, and that is why we encourage you to read our refund policy before placing an order.
However, we want to assure you that this policy allows us to continue offering high-quality products at very competitive prices. We are here to assist you at every step of the return process, ensuring that it is as simple and cost-effective as possible. Before initiating a return, don't hesitate to contact us: we may be able to offer alternative solutions or advice to reduce return costs.
Your satisfaction is our priority. We are committed to providing you with all the necessary information about our products to help you make the best choice. By offering detailed descriptions and complete specifications, our goal is to minimize the need for returns, ensuring that your purchases perfectly meet your expectations from the start.
4) Order cancellation
Once your order has been paid and finalized, you have 12 hours to contact us by email at contact@velocift.com to inform us of your wish to cancel or modify your order. After this period, we will no longer be able to cancel your order, as it is likely to have already been shipped. If your order has already been shipped, please refer to the previous sections to initiate a return once you have received your order.
5) Orders lost during delivery
If at least 10 days have passed since the expected delivery date, please contact our customer service at contact@velocift.com. Allow us up to 5 days to investigate the location of your package. If the shipment cannot be located, it will be considered lost, and we will proceed with a reshipment at no additional cost to you.
6) Refund timeline
Upon receipt of your return, you will be notified of your order's refund by email within seven business days. Please note that it may take several days (usually between three and ten days) for the refund to be credited to your bank account, depending on your bank.
7) Contact and additional information
If you have any questions regarding our return and refund policy or if you wish to contact us for any reason, we invite you to write to us at contact@velocift.com. Our team will be happy to respond within one to three business days.