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DELIVERY & RETURNS
SHIPPING & RETURN
SHIPPING & RETURN
POLICY.
Learn more about our delivery timelines, shipping coverage across Kenya, and our return guidelines for adult consumers.
Shipping & Delivery
1. Delivery Coverage
We deliver VELO nicotine pouches across major towns and regions in Kenya in strict compliance with local regulatory and age-verification protocols.
2. Delivery Timelines
Orders within Nairobi typically arrive within 24 hours. Deliveries to other regions across Kenya generally take 2 to 3 business days depending on the exact location.
3. Age Verification Upon Delivery
In compliance with the Tobacco Control Act and our 18+ policy, our delivery couriers reserve the right to request valid government-issued identification to confirm age before handing over any order.
Returns & Refunds
1. Return Eligibility
Due to the consumable and regulated nature of nicotine products, we can only accept returns for items that are damaged upon delivery or incorrect due to our error.
2. Unopened & Sealed Items
Products must be unopened, completely sealed in their original packaging, and in the exact condition they were received to qualify for an inspection or replacement.
3. Reporting Issues
If you receive a damaged or incorrect package, please contact our support team within 48 hours of delivery with your order details and photos of the product so we can resolve it promptly.
VELO contains nicotine and is addictive. VELO is not suitable for use by: persons under the age of 18; persons who are allergic or sensitive to nicotine; pregnant or breast-feeding women; persons who should avoid nicotine for medical reasons; or persons with an unstable heart condition, severe hypertension, or diabetes. Stop use immediately and seek medical advice if you experience an irregular heartbeat, an allergic reaction such as rash, itching, or swelling of the tongue, mouth, or throat, or feel faint, nauseous, or unwell. Keep VELO products out of reach of children.