Refund policy

Refund and Returns Policy

Last updated:07/12/2025
Brand: Bolins

At Bolins, we are committed to providing a transparent and safe shopping experience for all our customers around the world. This policy applies to all purchases made through our online store, regardless of the destination country.

1. Return Period

We offer a 15-day return window starting from the day you receive your item.

To initiate a return, you must contact us at:
📧 veloraofficial@use.startmail.com

2. Conditions for Return Eligibility

To be eligible for a return, the item must:

  • Be in the same condition in which it was received.

  • Be unused, clean, and free of wear marks.

  • Include all original tags.

  • Be returned in its original packaging.

  • Include the receipt or proof of purchase.

Returns must be shipped to the following address:

[INSERT FULL RETURN ADDRESS]

We do not accept returns sent without prior approval.

3. Non-Returnable Items

For legal, hygiene, or customization reasons, we do not accept returns of:

  • Personal care or hygiene items (cosmetics, intimate products, etc.).

  • Personalized or custom-made items.

  • Perishable goods (food, flowers, plants…).

  • Hazardous materials, flammable liquids, or gases.

  • Gift cards.

  • Items explicitly marked as “non-returnable.”

Discounted or sale items may be returned, unless otherwise stated and where permitted by the customer’s local laws.

4. Damaged or Incorrect Items

Please inspect your order upon delivery.
If your item arrives defective, damaged, or if you receive the wrong product, contact us immediately with photos of the issue.

We will review your case and provide an appropriate solution (replacement, full or partial refund, or reshipment).

5. Exchanges

To make an exchange:

  1. Request a return.

  2. Once approved, send back the item.

  3. Place a new order for the desired product.

This ensures availability and faster processing.

6. Right of Withdrawal for European Union (EU) Customers

If your order is shipped within the EU, you have the right to cancel or return your purchase within 14 days of delivery, without needing to provide a reason, in accordance with EU consumer law.

Our 15-day return period includes and extends this right.

7. Return Shipping Costs

Standard option (recommended for global sales):
👉 The customer is responsible for the return shipping costs, unless the item arrived defective or incorrect.

If you want this section customized (e.g., free returns), I can update it.

8. Refunds

Once we receive and inspect your returned item:

  • You will be notified of the approval or rejection of your refund.

  • If approved, your refund will be issued to your original payment method.

  • Refunds typically take up to 10 business days to process.

  • Actual processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
📧 velorasofficial@use.startmail.com

9. International Shipping and Customs

For international orders:

  • Bolins is not responsible for customs fees, duties, import taxes, or restrictions imposed by the destination country.

  • These charges are non-refundable.

  • If a package is held or returned by customs due to incorrect information provided by the customer, a refund will only be issued once the product is returned in perfect condition.

10. Contact Us

For any questions regarding returns, refunds, or product issues, please contact us at:
📧 veloraofficial@use.startmail.com