RETURN & EXCHANGE

HOW DO I RETURN AN ITEM?

If you are not happy with your purchase and wish to return an item, please contact us within 30days from receiving your order.

Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

Returned items must be in original packaging, including any accessories, manuals, and documentation.

Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in the acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.

Returns made without a receipt may be refused. velacloset reserves the right to deny any return.

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Did you receive a faulty unit or the wrong product? Simply not satisfied with your order?

Please contact our Customer Support team to start the return process. Please include the following information:

Order number 

Proof of purchase

Video or photo of the faulty product (if applicable)

Complete delivery address

Contact telephone number  

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

HOW LONG IS THE RETURNS PROCESS?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For returned items, Full or partial refund depending on the situation for defective products. For non-defective items, refund excludes all shipping and handling fees.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do:

Contact the bank/credit card company. It may take some time before the refund is posted to your account.

OW DO I CHANGE OR CANCEL MY ORDER?

Any cancellation made after an order has been placed will be subject to a cancellation fee of 30% of the Total Price regardless of the time the order has been placed (even if it is just a second later) as the merchant processor/credit card charges us a fee for cancellations.

Please note that any orders that have already been packed or shipped cannot be canceled.

Please contact our Customer service at support@velacloset.com to get the return address.

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out. Processing time: 2-7 days.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.