At Velenski, we take great pride in offering high-quality, meticulously crafted timepieces. As each of our watches is made to order, we do not accept returns or offer exchanges.

This policy ensures that every Velenski piece is customized specifically for you, adhering to our commitment to luxury, craftsmanship, and precision.

Made-to-Order Nature

Each Velenski watch is created with the highest standards of craftsmanship and care. We tailor every timepiece to meet your individual preferences and specifications, ensuring that you receive a product that is as unique as you are. Due to the custom nature of our products, once an order has been confirmed and the production process has begun, we are unable to accept returns, exchanges, or cancellations.

Exceptions and Special Circumstances

We understand that, on rare occasions, issues may arise with your order. Should your Velenski watch arrive damaged, defective, or not in accordance with the details confirmed at the time of purchase, we will work with you to resolve the issue in the most efficient manner possible.

If the watch is defective or arrives with any manufacturing errors, please contact us immediately within 14 days of receiving your order. We require that you provide proof of the issue through clear photographic evidence, and we may request further details to assess the situation.

Once we have reviewed your claim, and it is determined that the issue lies with the product itself (rather than any damage caused after receipt), we will either offer you a replacement, a repair, or, if applicable, a full refund at our discretion. The decision will depend on the nature of the issue and the available solutions. We reserve the right to assess whether the issue is covered under warranty or falls within our made-to-order exception guidelines.

Warranty Coverage

Every Velenski timepiece is covered by a limited warranty that guarantees the functionality and quality of the watch for a specified period after purchase. This warranty is valid against material and manufacturing defects only. It does not cover damage resulting from improper use, accidents, or wear and tear.

Should your timepiece require repair under warranty, Velenski will cover the costs of repair and return shipping. If repairs are required outside of warranty coverage, the customer will be responsible for any associated costs, including shipping.

Delivery and Shipping Issues

While we make every effort to ensure your watch arrives in perfect condition, delivery and shipping issues are not covered under our return policy. Velenski uses reliable and trusted couriers to deliver our watches. However, once the product is in transit, we are not responsible for any delays, lost items, or damages that may occur during the shipping process.

We do provide fully tracked shipping on all orders, so you can monitor the progress of your package. In the unlikely event that your watch is lost or damaged during transit, please contact us immediately. We will work with the courier service to investigate the matter, but please note that any shipping issues must be addressed within 7 days of receiving the shipment.

Cancellation Policy

As each Velenski watch is made to order, cancellations are not accepted once an order is confirmed and production has started. If you change your mind before production has commenced, we will do our best to accommodate your request for cancellation, but this is not guaranteed.

In certain circumstances, we may be able to amend your order prior to manufacturing, such as changing the color of the dial or selecting a different model within the same price range. However, any changes to your order must be communicated within 48 hours of placing the order. Once the production process begins, no changes can be made.

Customer Responsibility

We urge customers to thoroughly review their order details before completing the purchase. This includes checking all specifications, such as the watch model, color choices, and engraving options. Once an order is confirmed, we begin the customization process immediately, and as such, we are unable to accept returns based on incorrect selections made by the customer.

International Orders

For international customers, please be aware that taxes, customs duties, and import fees may be applied to your order upon arrival in your country. These fees are not included in the cost of your purchase and are the responsibility of the customer. Refunds for international orders will not be issued for customs-related issues, such as failure to pay duties or refusal to accept delivery.

Exceptional Cases

While our policy is firm on made-to-order watches, we do recognize that there may be rare circumstances under which an exception may be made. These cases are handled at our sole discretion and will be evaluated on an individual basis. Please note that any exceptions to the return or refund policy are granted only when a clear and valid reason is provided, and we reserve the right to refuse requests that do not meet the criteria outlined in this policy.

Final Thoughts

At Velenski, we are committed to delivering exceptional products and outstanding customer service. We understand that purchasing a luxury timepiece is a significant decision, and we want to ensure that you are entirely satisfied with your Velenski watch. Our refund policy is designed to protect both you and us, ensuring that the process is as seamless and fair as possible.

By completing your order with Velenski, you acknowledge and agree to the terms outlined in this policy. Should you have any questions or require further clarification, please do not hesitate to reach out to us. We are here to ensure that your Velenski experience is both memorable and satisfying.