Refund policy
Return & Refund Policy
At VELPUR®, we want you to be satisfied with your purchase. This Return & Refund Policy explains your rights and our process for returns, exchanges, damaged items, incorrect orders, and refunds.
This policy applies to products purchased directly from our official website, including watch straps, strap accessories, replacement parts, and related products.
14-Day Return Policy
We have a 14-day return policy.
This means you have 14 days after receiving your order to request a return.
To be eligible for a return, the item must be in the same condition in which you received it. The product must be unused, unworn, undamaged, clean, and returned with all original packaging, tags, accessories, protective materials, and any included parts.
You will also need to provide the receipt, order confirmation, or another valid proof of purchase.
Returns that do not meet these conditions may be refused or may only be partially refunded, depending on the condition of the returned item.
How to Start a Return
To start a return, please contact us at:
Please include your order number, the email address used for the purchase, and a short explanation of the reason for the return.
If your return request is accepted, we will provide you with return instructions, including where and how to send the package.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return-related question at:
Return Shipping
Unless the product is defective, damaged, or incorrect due to an error on our side, the customer is responsible for the cost of return shipping.
For returns from outside the United States, the customer must pay the return delivery costs.
If your return is approved and a return label is provided, we will explain clearly whether the return shipping cost is covered by us or deducted from your refund.
Original shipping costs are generally non-refundable, unless the return is caused by a defective, damaged, or incorrect item.
International Returns Outside the USA
For returns from outside the United States, the customer is responsible for paying the return shipping costs, unless the item is defective, damaged, or incorrect due to an error on our side.
Return shipping costs for international orders are non-refundable.
Customers are also responsible for any customs duties, import taxes, handling fees, return delivery charges, or other costs related to sending the item back.
We recommend using a tracked shipping service, because we cannot guarantee that we will receive your returned item.
If an international return is sent without tracking and the package is lost, delayed, or not delivered to us, we may not be able to issue a refund.
Damages, Defects, and Wrong Items
Please inspect your order carefully as soon as you receive it.
If your item is defective, damaged, missing parts, or if you received the wrong product, please contact us immediately at:
Please include your order number and clear photos or videos showing the issue.
We will evaluate the problem and, where appropriate, offer a suitable solution. This may include a replacement, refund, repair solution, store credit, or another remedy depending on the situation and applicable consumer protection laws.
For watch straps and accessories, damage may include manufacturing defects, broken parts, incorrect color, wrong model, wrong size, missing components, or a product that does not match the item ordered.
Product Compatibility
VELPUR® products are designed for specific compatible watches or models. Customers are responsible for checking product descriptions, compatibility information, size details, photos, and product specifications before placing an order.
If you are unsure whether a strap or accessory fits your watch, please contact us before purchasing.
A return may be refused if the product was damaged because of incorrect installation, forced fitting, misuse, modification, or use with an incompatible watch model.
Condition of Returned Watch Straps and Accessories
Because watch straps are wearable products, returned items must be clean, unused, and free from signs of wear.
We cannot accept returns for straps or accessories that show signs of use, including but not limited to:
Visible wear marks.
Scratches caused by installation or removal.
Bent, stretched, or damaged strap parts.
Perfume, sweat, stains, odor, or skin residue.
Missing packaging, tools, screws, adapters, or accessories.
Damage caused by incorrect installation.
Modified, cut, painted, altered, or customized products.
Returned products must be suitable for resale unless the return is due to a confirmed defect or legal right of withdrawal.
Exceptions and Non-Returnable Items
Certain items cannot be returned unless they are defective or legally required to be accepted.
Non-returnable items may include:
Custom-made products.
Personalized products.
Special orders.
Products modified at the customer’s request.
Used or worn watch straps.
Products damaged by misuse or incorrect installation.
Gift cards.
Final sale items, where legally permitted.
Please contact us at:
if you have questions about whether your item can be returned.
Sale Items and Gift Cards
Gift cards are non-refundable.
Sale items may only be returned where required by applicable law or where the item is defective, damaged, or incorrect.
If a sale item is eligible for return under local consumer protection law, we will handle the return in accordance with those legal requirements.
Exchanges
The fastest way to receive a different product, color, size, or model is to return the item you have and place a separate order for the new item once your return has been accepted.
We may offer exchanges depending on stock availability, product condition, and the reason for the exchange.
If the product you want is out of stock, we may offer a refund or store credit instead.
European Union 14-Day Cooling-Off Period
If your order is shipped to a customer in the European Union, you may have the legal right to cancel or return your order within 14 days without giving a reason.
This right begins from the day you, or a person designated by you, receives the goods.
To exercise this right, you must contact us within the 14-day period at:
As stated above, the item must be returned in the same condition in which you received it: unused, unworn, clean, undamaged, with original packaging, tags, accessories, and proof of purchase.
This legal right does not apply to certain exceptions, such as customized or personalized products, where applicable by law.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved or rejected.
If approved, the refund will be issued to your original payment method.
Refunds are usually processed within 10 business days after approval. Please note that your bank, payment provider, or credit card company may need additional time to process and post the refund to your account.
If more than 15 business days have passed since we approved your refund, please contact us at:
Partial Refunds
In some cases, only a partial refund may be granted.
This may apply if the returned item is not in its original condition, is missing parts, has damaged packaging, shows signs of handling beyond what is necessary to inspect the product, or has been reduced in value due to customer handling.
This does not affect your statutory rights where applicable.
Refused Returns
We reserve the right to refuse a return if:
The return was requested after the allowed return period.
The product was used, worn, damaged, altered, or installed incorrectly.
The product is missing parts, packaging, or accessories.
The product was returned without prior authorization.
The product is a non-returnable item.
The customer cannot provide proof of purchase.
The return does not comply with this policy.
If a return is refused, we may send the item back to you. Additional shipping costs may apply.
Legal Rights
This Return & Refund Policy does not limit any mandatory consumer rights you may have under applicable law.
If you are located in the European Union, United Kingdom, or another jurisdiction with consumer protection laws, you may have additional legal rights regarding defective goods, incorrect products, withdrawal periods, refunds, repairs, or replacements.
VELPUR® will comply with applicable consumer protection laws where required.
Contact
For any return, refund, exchange, damaged item, or product issue, contact us at:
Please include your order number and any relevant photos, videos, or details so we can help you faster.