Returns & Refunds
Last updated: 11 August 2026
At Vello we want you to be satisfied with every order. This policy explains when you can return an item, who pays for return shipping, and how long a refund takes. It forms part of our Terms of Service.
1. Return window
You may request a return within 30 days of the delivery date shown by carrier tracking. Requests made after 30 days cannot be accepted, except where a longer period is required by the consumer protection law that applies to you.
2. Condition requirements
To be eligible for a return, the item must be:
- Unused, unworn and unwashed, with any tags or protective seals still attached;
- In its original packaging, including manuals, cables, accessories and free gifts;
- Free from damage caused after delivery.
Items returned in a condition that materially reduces their resale value may receive a partial refund or be declined.
3. Items that cannot be returned
- Personalised, custom-made or made-to-order items;
- Intimate apparel, earrings and other items excluded for hygiene reasons once the seal is broken;
- Perishable goods and consumables;
- Digital downloads and gift cards;
- Items clearly marked Final Sale on the product page at the time of purchase.
This section does not limit your rights in respect of goods that arrive faulty, damaged or not as described.
4. How to start a return
- Email vellosupportteam@vellostore.store with your order number and the reason for the return.
- For damaged, defective or incorrect items, attach clear photographs or a short video showing the problem and the shipping label on the outer packaging.
- We will respond within 1 business day with a Return Merchandise Authorisation (RMA) number and the correct return address.
Please do not ship anything back before you receive an RMA number and address. Our products ship from several fulfilment centres and the correct return address differs by item. Parcels returned to an unauthorised address may be lost and cannot be refunded.
5. Who pays for return shipping
- Faulty, damaged, incorrect or not-as-described items: Vello pays. We will provide a prepaid label or reimburse reasonable return postage on receipt of proof.
- Change of mind, wrong size or no longer needed: the customer pays return shipping. We recommend a tracked service, as we cannot refund a return we never receive.
Original shipping charges are refunded where the return is due to our error or a defective product, or where the law of your jurisdiction requires it.
6. Damaged, defective and incorrect items
Please report any damage, defect or incorrect item within 7 days of delivery. Once we receive photographic evidence we will, at your choice, send a free replacement or issue a full refund including original shipping. In many cases we will not require you to ship the item back.
7. Refunds
Once your return is delivered to the return address we inspect it within 3 business days. Approved refunds are issued to the original payment method. Depending on your bank or card issuer, funds typically appear within 5–10 business days of us issuing the refund. We do not charge restocking fees.
Store credit is offered only where you request it in preference to a cash refund.
8. Exchanges
The fastest way to exchange an item is to return the original for a refund and place a new order. If you prefer a direct exchange, request it in your return email and we will arrange it once the original item is received and inspected.
9. International returns
International customers are responsible for return shipping costs and for any customs duties, taxes or brokerage fees arising on the return leg, unless the return is due to our error. Please mark the parcel clearly as “Returned Goods” on the customs declaration. Parcels refused at customs and returned to sender at our cost may have those charges deducted from the refund.
For low-value items, return shipping sometimes exceeds the value of the goods. In those cases we may approve a refund without requiring the item back. Please ask us before shipping.
10. Order cancellations and non-delivery
You may cancel an order free of charge at any time before it is dispatched by emailing us. Once an order has been handed to the carrier it must be processed as a return.
If your order has not arrived within 30 days of the latest delivery estimate given at checkout, contact us and you may cancel the order and obtain a full refund.
11. Your statutory rights
Nothing in this policy limits any non-waivable rights you have under the consumer protection law that applies to you, including the Quebec Consumer Protection Act, the UK Consumer Contracts Regulations and the EU Consumer Rights Directive, which give consumers in those jurisdictions a 14-day right to withdraw from a distance contract.
12. Contact
Vello
330 Avro Ave, Pointe-Claire, Quebec H9R 5W5, Canada
Email: vellosupportteam@vellostore.store
Phone: (587) 400-1737
Support hours: Monday to Friday, 9:00–17:00 Eastern Time