Refund policy

VELOHUG — Cancellation, Return & Refund Policy

Definitions

·         "Company", "We", "Us", "Our": Velohug

·         "Items": Products sold through the Website

·         "Orders": A request by You to purchase goods from Us

·         "Service": The Website, accessible via Velohug.com

·         "You": The customer purchasing or using our Service

Policy Overview

At Velohug, every product is carefully inspected before shipping. This policy explains how cancellations, returns, and refunds are handled, and the conditions that must be met for each request.

 

1. Order Cancellation

Orders may be canceled free of charge within 6 hours of purchase, provided the order has not yet entered our fulfillment process.

For cancellation requests submitted after the 6-hour window, if the order has not yet been shipped, a 10% order preparation fee will be deducted from the refund. This fee covers the work already completed on your order — including quality inspection, packaging, and labeling — and is not refundable once an order has entered preparation.

·         Cancellation requests must be sent to support@velohug.com with your order number.

·         Once an order has been handed over to the carrier, it can no longer be canceled and must be handled under our Return Policy below.

2. Dispute Resolution & Chargebacks

We are committed to resolving every issue fairly and promptly. Before initiating any chargeback or payment dispute with your bank or card issuer, please contact our support team at support@velohug.com with your order number and a description of your concern. Our team responds within 24 business hours and resolves valid claims within 7–14 business days.

Chargebacks filed without prior contact with our support team, or for reasons not eligible under this policy, may be formally contested with the payment processor using the terms agreed to at checkout.

3. 14-Day Money Back Guarantee Covers

Our 14-Day Money Back Guarantee cover gives you time to experience your Velohug product in real daily use. It covers the following situations only:

Eligible for return or replacement:

·         The product arrived defective (broken stitching, torn cover, missing parts).

·         The product arrived damaged during transit.

·         You received the wrong item or wrong quantity.

 To qualify, you must:

1. Contact support@Velohug.com within 7 days of delivery for transit damage or wrong-item claims, and within 14 days of delivery for manufacturing defects.

2. Provide your order number and clear photos or a short video showing the defect.

3. Wait for written RMA (Return Merchandise Authorization) approval before shipping anything back. Items returned without prior RMA approval will not be accepted, refunded, or returned to sender.

4. What Is NOT Eligible for Return or Refund

For hygiene, safety, and fairness reasons, the following are not eligible for return, exchange, or refund:   

·        Comfort & feel preference: The product feels too firm, too soft, too thick, too thin, too warm, too tight, or too loose for your personal preference. Orthopedic and support products require a 7–14 day adjustment period for your body to adapt. Comfort-based claims made before completing this adjustment period will not be processed.

·        Naturally Occurring Characteristics (Non-Defective): Our cushion cores are manufactured using high-precision integrated foam molding. During the expansion and demolding process, minor surface air pockets (pinholes, micro-voids, or small indented teardrop bubbles) and slight parting-line seam textures may naturally occur. These are standard physical characteristics inherent to molded foam technology and do not affect the ergonomic support, resilience, hygiene, or overall lifespan of the product. These surface variations are classified as normal cosmetic properties and are not considered manufacturing defects or grounds for defective-item replacement or refund.

·        Fit & compatibility issues: The product does not fit your specific chair, body size, bed, couch, sofa or environment. Full product specifications (dimensions, weight, size range) are listed on each product page. Customers are responsible for verifying compatibility before ordering.

·        Medical or therapeutic outcomes: The product did not relieve a specific medical condition, pain level, or symptom. Velohug products are comfort, posture-support, and wellness accessories, not medical devices. They are not intended to diagnose, treat, cure, or prevent any condition. Individual results vary by body type, usage habits, and underlying conditions.

·        Change of mind / no longer needed / ordered by mistake: Buyer's remorse, duplicate orders, declined gifts, or any subjective change of decision after the order has shipped.

·        Hygiene & sanitary exclusion: Products that have been used, worn, sat on, slept on, applied to skin, stained, washed, or removed from sealed packaging are considered used personal-care items and cannot be returned for refund under health and hygiene standards. This exclusion applies to all cushions and pillows products and is consistent with common industry practice for personal wellness items.

·        Improper Laundering: Shrinkage, clumping, filling damage, or fabric degradation caused by washing or drying outside the care instructions (e.g., using heat on memory foam, using bleach, or machine washing non-washable cores).

·        Normal Wear & Flattening: Natural softening or minor reduction in loft (typically under 1 inch) over time, which is standard for pillow fills and not considered a defect.

·        Incidental damage : Damage caused by accidental impact, tearing, cutting, pet activity, or other external events after delivery.

·        Late claims: Any claim submitted after the windows defined in Section 3.

5. Return Process (For Eligible Claims Only)

1. Email support@Velohug.com with your order number, photos or video, and a description of the issue.

2. Our team reviews within 24–48 business hours and issues a written RMA with the return address.

3. Ship the item back using a tracked service. Untracked returns are not covered and will not be refunded if lost in transit.

4. For defective, wrong-item, or transit-damage cases, Velohug covers the return shipping cost.

5. For any case approved at our discretion as a goodwill exception, return shipping costs and arrangements are the responsibility of the customer. Only items returned to our provided return address will be accepted and 20% order preparation & handling fee is deducted from the refund. This fee reflects the work already completed on your order before shipping - including quality inspection, packaging, labeling, and fulfillment processing - and is not refundable once an order has been prepared for dispatch.

6. Refunds are issued within 5–10 business days after we receive and inspect the returned item, to the original payment method.

6. What Refunds Cover

Approved refunds cover the product price only. The following are non-refundable under any circumstance:

·         Original shipping cost (if any)

·         Return shipping cost (unless return is for a verified defect or wrong item)

·         Express shipping upgrades

·         Order preparation & handling fees, when applicable

7. Replacements

In place of a refund, Velohug may offer a free replacement unit for defective, damaged, or wrong-item cases. Replacements ship at no additional cost and follow the standard processing and shipping times listed in our Shipping Policy.

8. Undeliverable, Refused, and Unclaimed Packages

Orders that cannot be delivered due to customer-caused issues - including incorrect or incomplete shipping addresses, missed delivery attempts, refused delivery, or packages left unclaimed at pickup points - are not eligible for a refund.

Once an order has been handed to the carrier with the shipping address provided by the customer at checkout, Velohug has fulfilled its shipping obligation. Packages affected by customer-caused delivery issues may be held by the carrier, returned to the carrier's facility, or disposed of according to the carrier's policy. Velohug does not always recover these packages, and no refund will be issued in such cases.

·         Reshipment: If the package is still recoverable through the carrier, we can arrange reshipment with an additional shipping fee. The fee depends on destination and carrier, and covers the cost of dispatching the package again.

Customers are responsible for providing complete and accurate shipping information at checkout. Please refer to our Shipping Policy for additional details on address accuracy and undeliverable packages.

10. Contact & Company Information

For any question about cancellations, returns, refunds, or disputes:

·         Email: support@Velohug.com

·         Support Response Time: Within 24 business hours

This policy was last updated on February 01, 2026. Velohug reserves the right to update this policy at any time. The version effective at the time of your purchase applies to your order.