Refund & Return Policy

UVelsi is a marketplace that connects buyers with independent sellers, designers, and models. Most items you purchase are fulfilled directly by these members, so returns and refunds are handled together by the seller and UVelsi under the standards described on this page.

This policy sets out when you can return an item, how refunds are processed, and how to raise a dispute if something goes wrong. It applies alongside our Terms of Service and any additional policy a seller states on their storefront (a seller may offer more generous terms, but never less protective ones).

You may request a return for an eligible item after it has been delivered and before you confirm receipt of the order. The item must be unused, in its original condition, and with any tags, packaging, and authenticity materials intact.

To start a return, open the order in your dashboard and select “Request a return”, or contact the seller directly through Messages. If you and the seller cannot agree, UVelsi support can step in to help resolve it.

Most physical goods are eligible for return within the window above when they arrive damaged, defective, materially different from the listing, or are the wrong item.

Some items are non-returnable for hygiene, safety, or bespoke reasons — including intimate apparel, pierced jewellery, personalised or made-to-order pieces, and final-sale items. These will be clearly marked as non-returnable on the listing before you buy.

Digital goods, services, model bookings, and design commissions are governed by the specific terms agreed at the time of purchase or booking rather than by the standard physical-goods return window.

Once a returned item is received and inspected, or a claim is approved, your refund is issued to your original payment method through our payment partner. Please allow a reasonable processing period for the funds to appear on your statement, as timing depends on your bank or card provider.

Refunds cover the item price and any applicable taxes. Original shipping charges may be non-refundable except where the return is due to a seller error or a damaged, defective, or incorrect item.

UVelsi never marks an order as refunded before the refund has actually been initiated with the payment provider — statuses in your dashboard reflect the real state of your money.

If a return is due to a seller error — a damaged, defective, incorrect, or misdescribed item — the seller covers return shipping.

For change-of-mind returns (where offered), you are typically responsible for the cost of returning the item. Always use a tracked method and keep your proof of postage until the refund is confirmed.

Returns may be declined if an item is returned outside the return window, shows signs of use or damage not present on delivery, is missing tags or original packaging, or was sold as final sale or made-to-order.

Marketplace and platform service fees may be non-refundable where permitted by law. Any such fees are disclosed at checkout.

If you and a seller cannot reach a resolution, you can escalate to UVelsi support. Where appropriate, we may hold funds during a dispute to protect both the buyer and the seller until the matter is resolved.

Please raise any issue promptly — describe the problem, share order details, and attach clear photos if the item arrived damaged or not as described. This helps us resolve your case quickly and fairly.

For help with a return, refund, or dispute, email us at support@uvelsi.com or reach out through the Contact page.

UVelsi · 146/17A, Ruppagoda Road, Kadawatha, Western Province, 11850, Sri Lanka.