Refund &Return Policy

# Refund & Return Policy

Welcome to VELENW. We take immense pride in crafting premium Egyptian cotton streetwear and heavyweight hoodies. Your satisfaction is our highest priority.

### 1. 14-Day Return & Exchange Window
In accordance with Egyptian consumer regulations, you have **14 calendar days** from the date of delivery to request an exchange or return.

### 2. Return Eligibility & Conditions
To be eligible for a return or exchange:
- The hoodie must be unworn, unwashed, and in its original pristine condition.
- All original VELENW tags, labels, and branded packaging must be attached.
- Free from any makeup marks, perfumes, deodorant stains, or damage.
- Items purchased during **Final Clearance / Black Friday sales** may only be eligible for size exchange or store credit.

### 3. Size Exchanges
We want you to love your oversized fit! If you ordered the wrong size, we offer swift size exchanges across all Egyptian governorates. Simply contact us, and our courier will deliver the replacement size right to your doorstep.

### 4. How to Request an Exchange / Return
1. Send a message to our WhatsApp support or email **support@velenw.com** with your Order Number and photo of the item.
2. Our customer service team will confirm your request within 24 hours.
3. Our courier will contact you to pick up the item.

### 5. Refunds
- **Cash on Delivery (COD) orders:** Refunds are processed via **InstaPay**, **Vodafone Cash**, or Bank Transfer within 3 to 5 business days after inspection.
- **Card Payments (Visa / Mastercard / ValU):** Refunds are credited directly back to your card / provider according to your bank’s clearing cycle (typically 5–10 business days).
- *Please note that original courier shipping fees are non-refundable unless the return is due to a defect or our error.*

### 6. Defective or Incorrect Items
Every VELENW garment undergoes thorough inspection before dispatch. If you receive a damaged or incorrect product, notify us within **48 hours** with a photo, and we will replace it immediately with **zero additional shipping charges**.