Refunds & Exchanges Policy
Due to the custom nature of our business with all the customizations we offer, all apparel orders can be cancelled within the first 48 hours when an order is placed.
If your order has been paid and you need to make a change or cancel an order, you must contact us within 48 hours.
Once the production, packaging and shipping process has started, it can no longer be cancelled.
For order cancellation please contact email@example.com.
If for any reason you would like to exchange your product. You must contact us first and send us the photos of your product and order number.
1) If we deliver the:
- Wrong size
- Wrong colour*
- The package was delivered damaged
Please contact us and we will come up with a resolution in your favor.
*Wrong color issue mainly applies to us sending you the wrong color variant and not color differentiation between what is shown on the website and what you receive. If you do receive an apparel item that does not exactly match the website, please do reach out to us at firstname.lastname@example.org and we will offer you a solution that best suits your situation.
2) If we deliver the right product but you're not satisfied with the item:
To make your exchange, please contact us at email@example.com and submit your request within 90 days of purchase to be eligible for an exchange.
Please do not send your purchase back to the manufacturer. Any changes made as a result of returning a package back to the sender will be deducted from the customer.
For the return address for all returns and exchanges, please contact firstname.lastname@example.org if it is not enclosed in your package.
If you did not receive the product within the guaranteed time (45 days not including 3-7 day processing) you can request a refund or a reshipment.
If you received the wrong item you can request a refund or a reshipment.
Reasons for a refund that may be considered invalid are (judge on a case by case basis):
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of GoVelo (i.e. not cleared by customs, delayed by a natural disaster).
- You order the wrong size or colour.
- The items you ordered are on sale or free.
- Other exceptional circumstances outside the control of GoVelo.
- Items have been used and tags are no longer attached to the apparel. (In such a case where tags have been removed, orders will only qualify for an exchange or store credit).
Last updated: May 4th 2022
* You can submit refund requests within 90 days after the day of delivery (as per tracking notification). You can do it by sending a message on the Contact us page explaining the reason for the request or emailing us at Support@GoVelo.com.
If you are approved for a refund, then your refund will be processed, and a refund will automatically be applied back to the original method of payment.
However, if the item eventually arrives after 45 days after being refunded, you will be required to either pay for the goods or send them back to us.
If you applied a discount code or were offer a discount based on amount spent, discounts will become void upon refunding partial items which no longer meet the spend threshold/discount code.
REFUNDS FOR LARGE BULK ORDERS / TEAM ORDERS:
Due to the nature of large team orders, all orders with more than 15 apparel items are final sale. As all large team orders require our manufacturing team to produce more than necessary to accommodate for your large order than we typically do for inventory.
We highly encourage you to place an order for a sample before proceeding with a larger order to ensure all aspects of the kit meet your expectations.
If there is a sizing issue with your large team order, do reach out to us and we will try our best to come up with a resolution.
REFUNDS FOR PERSONALIZED ORDERS
Due to the nature of personalized and customer orders, any order that has any type of personalization on the jersey are a final sale. No refunds or exchanges.
Personalizations that void the refund and exchange of your product include the following:
- Custom Collar Text
- Custom Side Panel Text
- Custom Face/Logo On Jersey
- Custom Jersey designed using GoVelo Design Station
- Custom Jersey produced using Design files provided by You.
You will be responsible for paying for your own shipping costs for returning your items. Shipping costs are non-refundable.
If it is our mistake and we may or may not require you to ship back the items, in the case where we will ask you to ship it back, we will reimburse you for the cost of shipping it back to us.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
RETURNING ITEMS NOT AUTHORIZED FOR REFUND/EXCHANGE
If you return an item not authorized to be returned us, GoVelo withdraws all responsibility of the items being returned and cannot be held accountable. Item's will not be returned to the sender.
ORDERS WITH FREE GIFTS
- Items are chosen randomly. You may receive a Sleeveless Jersey, Short Sleeve Jersey, Long Sleeve jersey, Bib & Short or Cycling Caps.
- If you decide to return an item and spent a certain amount to qualify for the Free Gift, a fixed fee of 30£ (GBP) will apply for the Free Gift if it brings your order below the threshold required to get the Free Gift.
- If you would like to avoid paying the 30£ (GBP) fixed fee, we request you return the free gift along with the items that will bring your order below the spend threshold to obtain the Free Gift at the time of purchase. If the Gift has been used, returning the Free Gift will not be an option and the 30£ fixed fee will still remain. GoVelo will not be responsible for used items being returned to us and holds the right to keep them while applying the fixed fee.
- Free Gift items are treated as final sale.
If you have any other questions about Refunds & Exchanges Policy, please contact us at:
Or Mail to: 24-26 Arcadia Avenue, London, United Kingdom, N3 2JU