Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, 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.
To start a return, you can contact us at velasetiretro@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at velasetiretro@gmail.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.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
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.
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 velasetiretro@gmail.com.
Refund and exchange guide for defective products
(1) For products that are initially defective (non-human damage), in principle, we provide a service of sending replacement parts. If the replacement parts cannot be repaired, customers can apply for a refund or a replacement. Though manufacturers website
(2) Commodity warranty period: 3 months. (Within 3 months after the customer receives the item). Product warranty coverage:malfunctions caused by defective products. Man-made damage is not covered under warranty. Defects that can be fixed by updating the system are not covered by the warranty.
Due to our stringent sourcing and QC processes, the fault rate on products shipped out is very low. However, sometimes faults develop which couldn't be detected before.
In What Situations Are Returns/Compensation NOT Approved By KeepRetro?
- Unapproved returns or returned products not processed through procedure;
- Products whose warranty period has expired;
- Received returned products that are damaged because of inadequate return packaging;
- Products that were originally approved for return through our RMA procedure but have been confirmed by our QC engineers to be not broken and actually well-functioning after testing, shall not be returned to the buyer unless the buyer pays return shipping;
- Physically damaged or broken products caused by misuse or mishandling, subjects to manufacture technical test result;
- Returns of your unwanted, unsold yet functional products;
- Products bought by mistake.
Shipping Costs:
All shipping fees are included unless otherwise stated.
All orders must be paid for in full and in advance, including shipping fee. Shipping charges are non-refundable, except in rare cases of incorrect delivery.
If a delivery is confirmed lost, stolen or damaged before receipt, we will work with the courier to obtain information and arrange a refund or replacement at no further expense to you.
IMPORTANT NOTES:
For return back the defective products to us, we suggest customers:
1. Pack the products well and add more bubble paper into the package to well protect it during transportation to us.
2. Use ordinary logistics shipping way to send back the product to us. We will be charged high customs fee and our local customs may hold on the products imported.
3. Write a letter in the package. Write down your order ID, your name and the reason why you send back the product to us.
4. Tell us the tracking number after sending out the item to us. This will help us to follow the parcel.
5. Shipping back the products to us may take you a long time. We suggest you wait patiently. We will remind you as soon as we receive the parcel from you.
6. Buyer should pay for the shipping when he sends back us the product.
7. We will use Register air mail to send back the replacement to the buyer as soon as we receive the parcel.