Refund policy

At Velnora, customer satisfaction is important to us. If you're not completely satisfied with your purchase, we're here to help.

Returns

We accept returns within 30 days of delivery.

To be eligible for a return:

  • The item must be unused and in its original condition.
  • The item must be in its original packaging.
  • Proof of purchase or order number is required.

Items that show signs of use, damage caused by the customer, or are missing parts may not qualify for a refund.

Non-Returnable Items

The following items cannot be returned:

  • Items marked as Final Sale
  • Gift cards
  • Personalized or customized products
  • Products damaged due to misuse or improper handling

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Photos or videos showing the problem

Once reviewed, we will offer a replacement, store credit, or full refund where appropriate.

Refunds

After we receive and inspect your return, we will notify you regarding the approval status of your refund.

If approved:

  • Refunds will be issued to the original payment method.
  • Processing times vary by bank and payment provider.
  • Most refunds appear within 5–10 business days.

Shipping charges are non-refundable unless the return is due to our error or a defective product.

Return Shipping

Customers are responsible for return shipping costs unless:

  • The item arrived damaged
  • The item is defective
  • We shipped the wrong item

We recommend using a trackable shipping service for all returns.

Order Cancellations

Orders may be canceled within 12 hours of purchase. Once an order has entered processing or has been shipped, it cannot be canceled.

Lost or Stolen Packages

Velnora is not responsible for packages marked as delivered by the carrier. If your package is lost in transit, please contact us and we will work with the carrier to investigate the issue.

Contact Us

For return requests, refund inquiries, or assistance with an order, please contact our support team:

Email: support@velnora.com

Please include your order number in all correspondence for faster assistance.