Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@secvelo.com. Please note that returns will need to be sent to the following address: 5/F, King Yip Factory Building, 59 King Yip Street, Kwun Tong, Hong Kong
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@secvelo.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Return Shipping Responsibility
A. Product Quality Issues or Seller Errors
If the return is caused by a problem with the product or an error made by us, Secvelo will cover the return shipping costs.
Examples include:
- Product arrived damaged or defective.
- Wrong item was shipped.
- Missing parts or accessories.
- Product does not match the description due to our mistake.
In these cases, please contact our customer service team with:
Order number
Photos or videos showing the issue
Description of the problem
After verification, we will provide a prepaid return shipping label or reimburse reasonable return shipping costs.
B. Returns Due to Customer Reasons
If the return is caused by personal reasons, the customer is responsible for the return shipping costs.
Examples include:
- Customer changes their mind after purchase.
- The product was ordered incorrectly by the customer.
- The customer no longer needs the product.
- The customer purchased the wrong size, model, or vehicle compatibility.
- The product is returned without any manufacturing defect or error from Secvelo.
Customers are responsible for ensuring the product is returned safely and in its original condition.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, but you should responsible for the return shipping fees. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Restocking Fee
For approved returns that are not related to product defects, incorrect items, or shipping damage caused by Secvelo, a 25% restocking fee will be deducted from the refund amount.
This restocking fee helps cover costs associated with product inspection, quality testing, repackaging, inventory processing, and handling after a returned item is received.
A 25% restocking fee may apply in the following situations:
- Customer changes their mind after purchase.
- The product was ordered incorrectly by the customer.
- The customer no longer needs the product.
- The customer purchased the wrong size, model, or vehicle compatibility.
- The product is returned without any manufacturing defect or error from Secvelo.
The restocking fee will be calculated based on the original product purchase price (excluding shipping fees, taxes, and other non-refundable charges).
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@secvelo.com.