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Refund and Returns Policy

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Thank you for shopping at Velo.co.ke. We want you to love your purchase, and we stand by the quality of our products. This Returns & Refunds Policy explains how returns, exchanges, and refunds work.

1. Eligibility for Returns

You may request a return or exchange if:

  • The item you received is defective, damaged, or not as described.
  • You received the wrong item.
  • The item is unused, in its original packaging, and returned within 48 hours of delivery.

Certain items are not eligible for return:

  • Screen protectors once opened
  • Clearance or discounted items (unless faulty)
  • Accessories with signs of use or damage not caused during delivery

2. Return Window

You must notify us within 48 hours of receiving your order. After 48 hours, we may not be able to accept the return.

To start a return, contact us via:

Provide your order number, photos of the item, and a brief description of the issue.

3. Return Process

  1. Contact our support team with proof of the issue.
  2. Our team will verify the claim.
  3. If approved, you will:
    • Return the item to our pickup station or designated courier, or
    • For some locations, we may arrange collection.
  4. Once received and inspected, we will process your exchange or refund.

Customers are responsible for return shipping costs unless the item was defective or we delivered the wrong product.

4. Refunds

Refunds are issued through:

  • M-PESA

Refunds are processed within 24–72 hours after the returned item is inspected and approved.

Refunds may be declined if:

  • The item is damaged due to misuse
  • The packaging is missing or tampered with
  • The product shows signs of use

5. Exchanges

If the item you want is in stock, we will exchange it immediately after receiving the returned product. If the requested item is out of stock, you may:

  • Choose another product of equal value, or
  • Request a refund

6. Wrong or Missing Items

If you receive the wrong item or your order is incomplete:

  • Contact us within 24–48 hours with photos
  • We will correct the issue at no extra cost to you

7. Damaged Items on Delivery

Please inspect your package upon delivery. If the item arrives damaged:

  • Take clear photos or videos immediately
  • Contact us right away

We will replace the item or issue a refund after verification.

8. Cancelling an Order

Orders can be cancelled before they are dispatched. Once the order is shipped, standard return rules apply.

9. Contact Us

For returns, exchanges, or refund assistance:

WhatsApp / Call: 0710859281
Email: support@velo.co.ke
Website: Velo.co.ke

We are here to ensure a smooth and fair shopping experience for you.