Return Conditions

Want to exchange or return your purchase? We’re happy to help!
Exchanges and returns are possible within 60 days from the date of delivery.

Most Common Exchange & Return Questions:

How Can I Contact Customer Service?

Our customer service team works continuously on customer requests and responds within 24 hours. You can reach us in the following ways:

Email: support@velny.co
Hours: 9:00 AM – 6:00 PM (local time)

When contacting us by phone or email, please be prepared to provide your order number, a description of the issue, your email address, and the full name used to place the order. This helps us process your request faster.
If you don’t reach us immediately, your callback request will be logged and we’ll get back to you within 24 hours.

Can I Cancel My Order?

Kyllä, tilauksen voi perua 24 tunnin sisällä tilauksen teon hetkestä. Mutta, kun tilausvahvistus on vastaanotettu sähköpostitse, ei ole valitettavasti mahdollista muokata tai perua tilausta tämän jälkeen, vaikka tilausvahvistus saapuisi tämän 24 tunnin aika-ikkunan aikana.

What Are the Return Terms?

Our return policy allows you to return an order within 60 days of receiving it, without needing to provide a specific reason. Here's how:

Email our customer service at support@velny.co

Follow the return instructions provided by our support team

Once approved, you’ll receive a return confirmation email with instructions

Returned items must be unused, in their original packaging, and in resellable condition, without any damage, writing, or missing parts.
If the item was delivered sealed, it must still be sealed.

Return shipping costs for orders outside of Finland are not refundable.

Is the Return Free?

Yes — returns are free for customers in Finland.
For returns from outside Finland, shipping costs are the responsibility of the customer and may vary depending on the courier and country.

I Received a Damaged Item — What Should I Do?

If your item arrived damaged, contact us via email within 7 days of delivery.
Please include a short video or photo clearly showing the damage. Once approved, we’ll send a replacement at no cost.

To ensure a smooth process, please include the following in your email:

Subject: Damaged or defective item

Order number

Your full name

Clear photo or short video of the damaged item

Your contact email

My Order Was Lost or Stolen During Delivery

If your order was lost or stolen, please contact your local post office or courier and report the issue.
We are unfortunately unable to refund or resend items without official confirmation of a lost or stolen shipment.

How Long Does a Replacement Take?

If we approve a replacement after your return request, we will begin processing it immediately.


Depending on the situation, the new item is typically shipped within a few business days.

What If the Replacement Item Is No Longer Available?

Contact our customer service to explore alternative solutions.
If your replacement item is out of stock or discontinued, we’ll work with you to find a suitable alternative.

Where Can I Find My Order Number for Return Registration?

Your order number can be found in the order confirmation email you received after purchase.


It’s a five-digit code. If you can’t find the email, our customer service team will be happy to help.

How Long Does It Take to Receive a Refund?

We process returns as quickly as possible.
Once your returned item arrives at our warehouse, it will be processed within 10 business days.


If tracking confirms that the item has arrived, the 10-day processing time begins from that date.

 

You’ll receive a confirmation once your refund has been processed.
Please note that it may take 1–3 business days for the funds to appear in your account after processing.

We reserve the right to change this return policy at any time.