Refund policy

Returns and Exchanges Policy

At Velift, we want you to love your order. But if something did not go as expected, don't worry: resolving it is very simple. Below, we explain how exchanges, returns, and our guarantee work.

Right to Cancel Your Purchase — 5 Business Days

Under Mexico's Federal Consumer Protection Law, you have up to 5 business days after receiving the product to cancel your purchase, without having to provide a reason.

In this case, you will receive a full refund, and Velift will arrange the return at no cost to you. Simply contact us within this period, and we will send you the instructions.

Velift 30-Day Guarantee

In addition to your statutory rights, we offer the Velift Guarantee: if the product develops a defect or you are simply not satisfied within 30 days of receiving it, you may request an exchange or refund. No fine print.

To qualify for the guarantee, the product must not have damage caused by misuse. Normal signs of handling or trying the product are expected and do not invalidate the guarantee.

Defective, Incorrect, or Damaged Products

If your order arrived with a manufacturing defect, you received the wrong product, or it was damaged during shipping, we will resolve the issue at no cost by sending a replacement or issuing a refund, whichever you prefer.

To speed up the process, send us a photo or video of the product along with your order number. This will help us resolve the issue more quickly.

Statutory Warranty

Regardless of the Velift Guarantee, you retain the rights and warranties established under Mexico's Federal Consumer Protection Law regarding product defects, faults, or non-compliance.

If you experience any problems, contact us, and we will find the best solution.

How to Request an Exchange or Return

Our team will confirm your request and send you the relevant instructions, including a return shipping label or code when applicable.

Once we receive and inspect the product, or approve a claim involving a defect, damage, or loss, we will proceed with the exchange or refund.

Refund Processing Time

After approval, your refund will be processed within a maximum of 7 business days:

Bank transfer: The refund will be sent to the account you provide within a maximum of 7 business days.

Credit or debit card: The refund will be processed by the financial institution and may appear on one of your next two statements, depending on your card's billing cycle closing date.

Order Not Received

If your order does not arrive within the maximum delivery period, it will be considered lost, and we will send a replacement at no cost to you.

You can find more details in our Shipping Policy.

We are here to help and resolve any issues quickly:

WhatsApp: +55 64 9922-4956
Email: support@velift.com
Customer service hours: Monday through Friday, 9:00 a.m. to 6:00 p.m.