Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note that any shipping charges included on your initial order will not be included in a refund amount.

Please note that digital items, custom or personalized items and intimate items, like earrings, are not eligible for return or refund.  If you have questions or concerns, please reach out and we will do our best to help.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with any tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at support@velostudiodesign.com. Please note that returns will need to be sent to the following address: 35 Stonewall Cir. Westmoreland, NH 03467.  Your packing slip may show a different address for returns if it was a large print (or prints) that was shipped from my print lab, but please send returns to the above address only. 

If your return is accepted, you will still be responsible for return shipping.  We recommend tracking and insurance as we are not responsible for items lost during shipping. Items sent back to us without first requesting a return may not be accepted, at our discretion. 

You can always contact us for any return question at support@velostudiodesign.com.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

United States and non EU Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@velostudiodesign.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  Please note, we are not responsible for items lost during shipping or that go missing after delivery.  You will need to work with the carrier for reimbursement.  We will help as much as possible should a situation arise.

Exceptions / non-returnable items
Digital download files are automatically final sale due to the digital nature of the product.  These purchases are not returnable/refundable.

Earrings are not returnable due to the nature of the product.  These purchases are not returnable or refundable.  Please reach out if you have questions or concerns.

Customized or personalized items cannot be returned. Please get in touch if you have questions or concerns about your specific item. 

In general, certain types of items cannot be returned, like items specifically mentioned above or any items are digital or that have health or hygiene concerns with the returned product. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on items marked final sale items or gift cards.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

EU Right of Withdrawal
If you are a consumer resident in the European Union, you have the right to withdraw from this contract within 14 days without giving any reason. For physical goods, the withdrawal period expires 14 days after the day on which you, or a third party designated by you other than the carrier, receive the goods. If your order is delivered in multiple shipments, the period ends 14 days after you receive the last good. To exercise your right of withdrawal, you must inform Velo Studio LLC of your decision by an unequivocal statement, such as an email or letter. You may contact us at support@velostudiodesign.com. Please include your name, order number, the products concerned, and the date of your order. You may also use the electronic withdrawal option available through your customer account or order-status page, where provided. After submitting a withdrawal request, you will receive confirmation by email. If you withdraw from this contract, we will reimburse all payments received from you, including the cost of standard delivery. We will issue the refund without undue delay and no later than 14 days after the day on which we are informed of your decision to withdraw. We may withhold reimbursement until we have received the returned goods or you have supplied evidence that you have sent the goods back, whichever is earlier. We will make the reimbursement using the same payment method used for the original transaction, unless you have expressly agreed otherwise. You will be responsible for the direct cost of returning the goods unless the goods are defective or we have agreed to cover that cost. You must send the goods back without undue delay and no later than 14 days after the day on which you communicate your withdrawal. You may be responsible for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics, and functioning.

Exceptions
The right of withdrawal may not apply to goods made to the customer’s specifications or clearly personalized.  For digital content supplied without a physical medium, the right of withdrawal may be lost only after the customer has expressly agreed that delivery may begin before the end of the withdrawal period and has acknowledged that the right of withdrawal will be lost once delivery begins. For sealed goods that are not suitable for return for health protection or hygiene reasons, the right of withdrawal may not apply after the seal has been opened, where this exception applies to the product and packaging.