refund-return-policy
30-day return support
Refund and Return Policy
Last updated: May 22, 2026
Velora Home keeps its policies clear, direct and easy to understand so every customer can shop with confidence before placing an order.
Return requests are accepted within 30 days after delivery.
Damaged, defective or incorrect items must be reported within 7 days after delivery.
30-day return window
Velora Home accepts return requests within 30 days after the order is delivered. To be eligible for a return, the item must be unused, undamaged, uninstalled and in its original condition with protective packaging, accessories and documentation included.
How to start a return
To start a return, contact support@velorahome.com with your order number, the email used at checkout, the item you want to return and the reason for the request. Our support team will review the request and provide return instructions. Items sent back without return authorization may not be accepted.
Return address and return authorization
The correct return address is provided by our support team after the return is approved. This prevents customers from sending items to the wrong location and helps us match the package to the correct order. Please do not send products back without contacting us first.
Return shipping costs
Customers are responsible for return shipping costs unless the item arrived damaged, defective or incorrect. We recommend using a trackable shipping service and keeping the receipt until the return is completed. Original shipping fees, duties, taxes and carrier fees are not refundable unless required by law or caused by our error.
Damaged, defective or incorrect items
Please inspect your order as soon as it arrives. If your item is damaged, defective or incorrect, contact support@velorahome.com within 7 days after delivery. Include your order number, a clear description of the issue, photos of the item, photos of the packaging and a photo of the shipping label. We will review the case and provide the best resolution available, which may include a replacement, refund or additional instructions.
Refund approval and timing
After an approved return is received and inspected, we will notify you by email. If the return is approved, the refund will be issued to the original payment method. Payment providers and banks may take additional time to post the refund after it is issued.
| Situation | Resolution |
|---|---|
| Customer changes their mind | Return request accepted within 30 days after delivery if the item is unused, uninstalled and in original condition. Customer pays return shipping. |
| Item arrives damaged, defective or incorrect | Customer contacts support within 7 days after delivery with photos. We review and provide the appropriate resolution. |
| Return sent without authorization | May be refused, delayed or ineligible for refund because it cannot be matched correctly to an order. |
| Used, installed or damaged by customer | Not eligible for standard return or refund. |
Non-returnable items
Items are not eligible for return if they have been installed, altered, damaged after delivery, used in a way that affects resale condition or returned without original protective packaging. Gift cards, final sale items and custom or personalized products are also non-returnable when applicable.
Exchanges
The fastest way to exchange an item is to return the eligible original item and place a new order after the return is approved. Exchanges depend on product availability at the time of the new order.
Cancellations
If you need to cancel an order, contact us as soon as possible at support@velorahome.com. We can only cancel orders that have not entered processing, fulfillment or shipment.