We have a 30-day return policy, which means you have up to 30 days after receiving your order to request and send your return. Return requests made or products shipped back after this period will not be accepted.

Important: a refund always requires the product back. Refunds are issued only after the returned item has been physically received and inspected by our team. We do not issue full or partial refunds while the product is kept.

1. Eligibility

To be eligible for a return, your watch must be:

• unworn, unused and free from any signs of wear, scratches or damage;
• in perfect, resalable condition, with the protective film still on the case where applicable;
• returned with its original tags, accessories, presentation case and packaging.

You may also be asked for your order number or proof of purchase.

2. How to start a return

To start a return, contact us at hello@vellortime.com with your order number and a short description of your request. All return requests are reviewed and approved by our team; we may request photos of the watch, the case back, the packaging and any other information needed to review your request.

If your return is approved, we will email you all the instructions to complete it, including the returns address. Do not send any product before receiving authorization and instructions from our team. Items sent back without an approved return request, or to any address other than the one we provide by email (for example the address printed on the outer packaging, which belongs to an outbound facility), cannot be received and no refund can be issued against them.

3. Damaged, defective or incorrect items

Please inspect your order on arrival. If your watch arrives damaged, defective, or you received the wrong item, email us within 7 days of delivery with photos so we can review it.

Every VELLOR watch is covered by a 1-year warranty against manufacturing defects and movement failure (normal wear and tear, impacts, water damage beyond the stated resistance and battery life are not covered). When a defect in a paid watch is confirmed, the standard remedy is a replacement of the same model at no additional cost. If you decline the replacement, we may offer, at our discretion, a refund of the paid value of that item or store credit of the same value.

4. Promotional orders ("Choose Your Set" and free items)

In offers such as Choose Your Set, or any order that includes a complimentary item, the discount is applied across the set. Because of this:

• if one watch from a set is returned, the refund is calculated on the price actually paid for that watch after the set discount;
• any item received free of charge must be returned together with the paid item(s) it came with, and has no individual refund value;
• no more than one replacement item is sent per promotional order.

5. Exceptions / non-returnable items

Gift cards, personalised items and products identified as final sale are not eligible for return. Items included in certain promotions may also not be eligible when this was clearly disclosed at the time of purchase. Please contact us if you have questions about a specific item.

6. Exchanges

If you would like a different model or colour, contact us at hello@vellortime.com. Exchanges are subject to review and product availability; once approved, we will email you the exchange instructions.

7. Return shipping costs

Prepaid return labels are not automatic; each request is reviewed individually. For returns based on personal preference (change of mind, style, size or appearance), return shipping costs are the responsibility of the customer, and we cannot guarantee receipt of a return sent without valid tracking. If you received a wrong, damaged or defective item, our team will provide the appropriate solution at no cost to you.

8. European Union 14-day cooling-off period

For orders covered by European Union consumer protection laws, you have the right to notify us of your decision to withdraw from the purchase within 14 days of receiving the product, without giving a reason, subject to the exceptions provided by law. After notifying us, the product must be returned following the instructions provided by our team; the direct cost of returning it may be your responsibility when applicable and previously informed.

9. Refunds

Once your return is received, it is inspected to verify that it meets the conditions of this policy. Authorization to return a product is not an automatic approval of a refund; we will notify you once the inspection is complete.

Approved refunds are processed to your original payment method within up to 10 business days. Your bank or card issuer may need additional time for the amount to appear on your statement. Refunds cover the value paid for the product; original shipping, handling and customs fees are non-refundable.

10. Late or missing refunds

If you have not received an approved refund, first check your bank or card statement again, then contact your bank or card issuer, as processing delays can occur. If more than 15 business days have passed since approval, contact us at hello@vellortime.com.

11. Cancellations and changes

Orders enter processing shortly after payment is confirmed. To cancel or modify an order, contact us at hello@vellortime.com as soon as possible, and within 24 hours of placing it. After this period the order may already be in preparation or shipped, and changes or cancellations cannot be guaranteed. Orders that have already shipped cannot be cancelled or intercepted.

12. Delivery issues

Please report any delivery problem, including non-receipt, within 30 calendar days of the confirmed delivery date.

13. Return instructions

Pack the watch securely in its original case and packaging, include your name and order number inside the parcel, and follow the instructions sent by our team. Keep your shipping receipt and tracking number until the return is fully completed.

For any question about returns, exchanges or refunds, contact us at hello@vellortime.com.