Refund policy

Returns and Refunds

Returns

If you are not fully satisfied with your purchase, you may request a return within 30 days of receiving your order. To start the return process, please get in touch with us by email or phone within this 30-day window. To qualify for a full refund, all returned items must be in the same condition as received and in their original packaging.

Please note that the customer is responsible for return shipping costs unless the item arrived defective, damaged, or not as described. In those cases, we will provide a prepaid shipping label and cover all return postage at no cost to you.

Items purchased at a sale or discounted price are considered final sales and are not eligible for return, store credit, or refund to the original payment method. All returns must be in original, unused condition with packaging intact.

For all return inquiries, please email info@veldorastore.com. Our customer support team strives to respond to all inquiries within 12 hours during regular business hours (Monday to Friday, 9am-5pm EST).

Refunds (If Applicable)

Once your returned item has been received and inspected at our warehouse, your refund will be processed within 7 business days to the original payment method used at checkout. You will receive an email confirmation once your refund has been issued. Depending on your bank or card issuer, it may take an additional few business days for the refund to appear on your statement.

For refund status inquiries, please email info@veldorastore.com.

Return Shipping Costs — Who Pays?

For standard returns (change of mind, wrong size, etc.): the customer is responsible for return shipping costs. For defective, damaged, or incorrectly shipped items: we will cover all return shipping costs by providing a prepaid return label. If you paid for shipping on the original order and are returning due to our error, the original shipping cost will also be refunded.

Reserved Rights Regarding Refunds

Once a return has been initiated, your items must arrive at our warehouse within 14 days. We reserve the right to decline refunds for items that do not meet our return policy requirements, including items that have been used, altered, washed, damaged beyond the reported issue, or are missing components. Cases of suspected misuse or fraudulent returns will be addressed accordingly.

My order arrived damaged or something is missing

If you receive a broken, damaged, defective, or incorrect item, please report it to us within 30 days of delivery. Include a photograph of the item and we will arrange either a replacement or a complete refund — whichever you prefer. If you choose to return the damaged item, we will cover all return shipping costs in full. If your order appears to be missing but tracking shows it was delivered, we recommend first contacting your local carrier to confirm delivery, then reaching out to us at info@veldorastore.com. Our support team responds within 12 hours during business hours (Monday to Friday, 9am-5pm EST).

Sale Items

Only items purchased at regular price are eligible for a refund. Unfortunately, sale and discounted items cannot be refunded or cancelled.

Quick Policy Summary

30-day return window from date of delivery. Items must be in original condition and packaging. Refunds processed within 7 business days to your original payment method. Customer pays return shipping unless item is defective or incorrect — in which case we cover all return costs. Sale items are final sale. Contact us within 30 days for damaged, defective, or incorrect orders and we will arrange a replacement or full refund.

Contact Us

Customer support hours: 9:00 am to 5:00 pm EST, Monday to Friday

Email: info@veldorastore.com (response within 12 hours during business days)

Phone: (530) 362-5826 (available 24/7)

Company name: Velvas Time Inc

Address: 4840 Maidu, Reno, NV 89523, United States

You can also contact us via our contact page by clicking here https://veldorastore.com/pages/contact-us