Return & Refund Policy – VELHAYA

Last updated: February 2026

This Return & Refund Policy explains the conditions under which returns, exchanges, or refunds may be accepted when purchasing from VELHAYA. By placing an order, you agree to the terms outlined below.

VELHAYA is operated by VelHaya FZE LLC, registered in the United Arab Emirates.

Made-to-Order Policy

All VELHAYA products are made-to-order, meaning each item is handcrafted only after an order is confirmed and payment is received.

Due to the customized and made-to-order nature of our products:

  • We do not maintain ready stock

  • Production begins specifically for your order

  • Returns and refunds are limited

By placing an order, you acknowledge and accept this made-to-order policy.

Returns Eligibility

Returns may be accepted only under the following conditions:

  • The product received is defective or damaged

  • The product received is incorrect (wrong item sent)

Return requests must be submitted within 48 hours of delivery.

To be eligible for a return:

  • The item must be unused, unworn, and in original condition

  • Original packaging must be intact

  • Proof of purchase and clear images/videos must be provided

Non-Returnable Items

The following items are not eligible for return or refund:

  • Made-to-order or customized products

  • Products damaged due to misuse or improper care

  • Items returned without prior approval

  • Items returned after the eligibility period

Refund Policy

Refunds are issued only if:

  • The return request is approved

  • The returned item passes quality inspection

Approved refunds will be processed:

  • To the original payment method

  • Within 7–14 business days (depending on the payment provider)

Shipping fees, customs duties, and taxes are non-refundable unless the return is due to an error on our part.

Exchange Policy

If an eligible issue is confirmed, VELHAYA may offer:

  • A replacement item, or

  • An exchange of equal value

Exchanges are subject to availability and production timelines.

Return Shipping

  • Customers are responsible for return shipping costs unless the issue is due to our error

  • VELHAYA is not responsible for lost or damaged return shipments

  • We recommend using a trackable shipping service

Order Cancellation

Once an order enters production, cancellations are not permitted.

If cancellation is requested before production begins, approval is at VELHAYA’s discretion.

Damaged or Incorrect Orders

If you receive a damaged or incorrect item, please contact us within 48 hours of delivery with:

  • Order number

  • Clear photos or videos of the issue

We will review the case and respond with a resolution promptly.

Contact Information

For return or refund inquiries, please contact us:

Brand Name: VELHAYA
Company Name: VelHaya FZE LLC
Address: Business Centre, Sharjah, United Arab Emirates
WhatsApp: +971 54 511 7599