Return & Exchange Policy
Last Updated: September 15, 2026
At La VELO, we carefully inspect our products before dispatch to ensure that you receive your order in good condition.
Please read the following Return & Exchange Policy before placing an order.
1. Return Eligibility
Products purchased from La VELO are generally non-returnable.
For Cash on Delivery (COD) orders only, customers may request a return or exchange at the time of delivery if the product does not meet their personal preference or they decide that they do not want to keep the product. A ৳150 return/exchange delivery charge will apply and must be paid by the customer.
Once a COD order has been accepted and received by the customer, return or exchange requests based only on personal preference, change of mind, design preference, colour preference, or size preference may not be accepted later.
For products received torn, damaged, defective, or significantly different from the product ordered, an exchange or other resolution may be considered subject to the claim and return requirements below.
2. 5-Day Claim Policy
If you receive a product that is torn, damaged, defective, or significantly different from the product ordered, you must contact La VELO and report the issue within 5 calendar days of receiving the order.
Claims reported after the 5-calendar-day claim period may not be accepted.
The 5-calendar-day period begins on the date the order is delivered to the customer.
The 5-day claim period applies to product issues such as damage, defects, or incorrect products. It does not apply to COD change-of-mind or personal-preference returns requested at the time of delivery.
3. Conditions for Exchange
To be eligible for an exchange or other resolution for a covered product issue:
The issue must be reported within 5 calendar days of delivery.
The product must be unused and in its original condition, except where inspection of the reported issue reasonably requires otherwise.
The original packaging, tags, labels, and other included items should be retained where applicable.
The customer may be required to provide clear photographs or videos showing the issue.
La VELO must verify and approve the claim before the product is returned.
If a return of the product is required, the approved product must be returned within 7 working days of receiving La VELO’s return instructions or approval, as applicable.
4. Exchange for Torn, Damaged, or Defective Products
If a product arrives torn, damaged, defective, or significantly different from the product ordered, please report the issue to La VELO within 5 calendar days of delivery.
After reviewing and verifying the issue, La VELO may approve an exchange or another appropriate resolution.
If the same product is available, La VELO will arrange an exchange for the same product, subject to verification and the applicable exchange process.
If the same product is unavailable, La VELO may provide an alternative resolution where appropriate. Depending on the circumstances, a refund may also be offered.
5. Products Not Eligible for Exchange
An exchange will generally not be accepted for:
Wrong size selected by the customer
Wrong colour preference
Change of design preference
Personal preference or change of mind after a COD order has been accepted and received by the customer
Products that have been worn or used
Products that have been washed, altered, repaired, or modified
Damage caused by the customer
Damage caused after delivery through improper handling or storage
Products returned without prior approval, where prior approval is required
Claims reported after the 5-calendar-day claim period
Approved products not returned within the required 7-working-day return period, where applicable
The above restrictions do not prevent an eligible COD customer from requesting a return or exchange at the time of delivery under Section 1, subject to the applicable ৳150 return/exchange delivery charge.
6. Wrong Product Received
If you receive a product that is different from what you ordered, please contact La VELO and report the issue within 5 calendar days of delivery.
After verification, La VELO will assist with an appropriate exchange or other resolution.
If the same product is available, an exchange may be arranged.
If the same product is unavailable, La VELO may provide an alternative resolution, and a refund may be offered where appropriate.
7. Exchange Process
To request an exchange or report a product issue:
Step 1: For COD change-of-mind or personal-preference requests, inform the delivery person and contact La VELO at the time of delivery. The applicable ৳150 return/exchange delivery charge must be paid by the customer.
Step 2: For torn, damaged, defective, or incorrect products, contact La VELO and report the issue within 5 calendar days of receiving your order.
Step 3: Provide your order number and details of the issue.
Step 4: Send clear photographs or videos of the product and the reported issue when requested.
Step 5: For claims requiring product return, wait for verification and confirmation from our team before sending the product back.
Step 6: If the claim is approved and a product return is required, return the product within 7 working days according to the instructions provided by La VELO.
Step 7: If the same product is available, the exchange will be arranged. If it is unavailable, La VELO may provide an alternative resolution or offer a refund where appropriate.
Please do not send any product back without receiving confirmation and return instructions from La VELO, except where a COD return is accepted directly at the time of delivery.
8. Exchange Delivery Charges
For a COD return or exchange requested at the time of delivery due to personal preference or change of mind, a ৳150 return/exchange delivery charge will apply and must be paid by the customer.
If an exchange is approved because the product was received damaged, torn, defective, or incorrect, La VELO will determine the applicable exchange delivery arrangement based on the circumstances.
If an exchange request is made for a reason that is not covered by this policy, any applicable delivery or courier charges may be the customer’s responsibility.
9. Refunds
La VELO generally does not offer refunds for returned products.
If an approved issue cannot reasonably be resolved through an exchange because the same product is unavailable, La VELO may provide an alternative resolution or offer a refund where appropriate.
Where a refund is approved, it will generally be processed within 7–10 working days after refund approval, subject to applicable payment provider, bank, or financial institution processing times.
10. Final Decision
All claims, exchanges, and refund requests are subject to verification and approval by La VELO, except for a COD return or exchange accepted at the time of delivery under Section 1.
We reserve the right to reject a claim, exchange, or refund request if the product does not meet the conditions stated in this policy, the applicable time limits are not followed, or the reported issue cannot be verified.
11. Contact Us
For return, exchange, or product issue enquiries, please contact us with your order number and relevant details.
La VELO
Website: lavelobd.com
Email: contact@lavelobd.com
We are committed to providing a fair and reliable shopping experience for our customers.
