Refund policy

At Velocity Family we take pride in the quality of our products and want you to be completely satisfied with your purchase. If something is not right with your order we are here to make it right. Please read this policy carefully before making a purchase.

Our commitment

We carefully inspect and pack every order before dispatch. However if you receive a damaged, defective, or incorrect item we will do everything we can to resolve the issue promptly and fairly.

Eligibility for returns

You may request a return under the following conditions.

  • The item received is damaged or defective
  • The item received is incorrect — wrong product or wrong variant
  • The item is significantly different from the product description on our website

To be eligible for a return the following conditions must be met.

  • You must contact us within 48 hours of receiving your order
  • The item must be unused and in its original condition
  • The item must be in its original packaging with all tags, accessories, and documentation included
  • You must provide clear photographs of the item and packaging as proof

Non-returnable items

The following items are not eligible for return.

  • Items that have been used, opened, or tampered with
  • Items damaged due to misuse, mishandling, or improper storage by the customer
  • Items returned without prior authorisation from our team
  • Orders where the return request is made after 48 hours of delivery
  • Change of mind returns — we do not accept returns simply because you have changed your mind after receiving the product

How to request a return

Follow these steps to initiate a return.

  • Contact us within 48 hours of receiving your order via WhatsApp on 077 798 1536 or email at velocityimporters@yahoo.com
  • Provide your order number, a description of the issue, and clear photographs of the damaged or incorrect item
  • Our team will review your request and respond within 1 to 2 working days
  • If your return is approved we will provide you with return instructions and the return address
  • Pack the item securely in its original packaging and send it to us via a reliable courier
  • Share the courier tracking number with us once the item has been dispatched

Return shipping costs

  • If the return is due to our error such as a damaged, defective, or incorrect item we will bear the return shipping cost
  • If the return is for any other approved reason the return shipping cost is the responsibility of the customer
  • We recommend using a trackable courier service for returns — we are not responsible for items lost or damaged during return shipping

Refunds

Once we receive and inspect your returned item the following process applies.

  • We will notify you via email or WhatsApp of the outcome of your return inspection
  • If approved your refund will be processed within 7 working days
  • Refunds will be issued via the original payment method where possible
  • PayHere and card payments will be refunded to the original card
  • Bank transfer payments will be refunded to the original bank account
  • Original shipping charges are non-refundable unless the return is due to our error

Exchanges

  • We offer exchanges for damaged, defective, or incorrect items subject to stock availability
  • If the requested exchange item is out of stock a full refund will be offered instead
  • To request an exchange follow the same process outlined in the how to request a return section above

Order cancellations

  • Orders can be cancelled before they are dispatched — contact us immediately via WhatsApp on 077 798 1536
  • Once an order has been dispatched it cannot be cancelled — you may request a return after delivery instead

Damaged in transit

  • If your package appears visibly damaged upon delivery please photograph it before opening
  • If the contents are damaged contact us within 48 hours with photos of both the packaging and the damaged item
  • We will arrange a replacement or refund for items confirmed as damaged in transit

Contact us

For any return or refund related queries please contact our team.

  • Website: velocityfamily.lk
  • Email: velocityimporters@yahoo.com
  • Phone / WhatsApp: 077 798 1536
  • Address: 259/15, Bandaranayakapura Road, Kalapaluwawa, Rajagiriya, Sri Lanka

Velocity Family reserves the right to update this Refund & Return Policy at any time. Any changes will be posted on this page with a revised effective date. We encourage you to review this policy before making a purchase.