Refund policy

Return & Refund Policy

Last Updated: November 3, 2026

At VELENOR, your satisfaction matters to us. We want every purchase to help make your home more beautiful, functional, and organized.

If your order doesn't meet your expectations, we offer a straightforward return and refund process designed to make shopping with us worry-free.

1. Our 30-Day Return Policy

We offer a 30-day return window for eligible products.

You have 30 calendar days from the date your order is delivered to request a return.

To qualify for a standard return, your item must:

  • Be in its original condition, unused, and uninstalled.

  • Include all original components, accessories, mounting hardware, and instructions supplied with the product.

  • Be returned in its original packaging where reasonably possible.

  • Be accompanied by proof of purchase or an order confirmation.

We understand that you may need to open the packaging to inspect your purchase.

Opening the package does not automatically disqualify your item from being returned.

2. Free Returns

VELENOR offers free return shipping on eligible returns within the 30-day return period.

There are no return shipping fees for approved returns.

To arrange a return, please email:

support@velenor.site

Include your order number, the product you wish to return, and a brief explanation of your request.

Our customer support team will provide the necessary return instructions and, where applicable, a prepaid return shipping label.

Please do not send your item back without first contacting our support team.

3. How to Request a Return

To initiate a return:

  1. Contact support@velenor.site within 30 days of delivery.

  2. Provide your order number and the email address associated with your purchase.

  3. Explain whether you would like a refund or assistance with a product issue.

  4. Wait for our team to confirm your return request and provide return instructions.

  5. Securely package your item and include all original accessories.

  6. Ship the package using the approved return method.

For damaged, defective, or incorrect items, please include photographs if available to help us resolve the issue more quickly.

4. Refund Processing

Once your returned item is received and inspected, we will notify you of the approval or status of your refund.

Approved refunds will be issued to the original payment method used at checkout.

We aim to process approved refunds within 5–10 business days after the returned item has been received and inspected.

Your bank, credit card provider, or payment processor may require additional time to reflect the refund in your account.

If more than 15 business days have passed since your refund was approved, please contact us.

5. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact us as soon as possible.

Email support@velenor.site with:

  • Your order number.

  • A description of the problem.

  • Photographs of the product and packaging, if available.

We will review the issue and offer an appropriate resolution, which may include a replacement, return, or refund.

Where an item is confirmed to be defective, damaged on arrival, or incorrectly supplied, we will not require you to pay return shipping costs.

6. Exchanges

If you would like a different product, style, or size, please contact our support team.

Exchanges are subject to product availability.

Where a direct exchange cannot be arranged, we may recommend returning the eligible item for a refund and placing a new order.

7. Non-Returnable Items

Certain items may not qualify for a standard change-of-mind return, including:

  • Products that have been installed, modified, or damaged through misuse.

  • Products missing essential components due to customer handling.

  • Customized or personalized items, where clearly identified before purchase and where permitted by applicable law.

These limitations do not affect your statutory rights concerning defective, misdescribed, or otherwise nonconforming goods.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@velenor.site.

We will attempt to accommodate cancellation requests before the order has been processed or dispatched.

If your order has already shipped, you may request a return after delivery in accordance with this policy.

9. Lost or Missing Packages

If your tracking information indicates delivery but you have not received your package, please contact us.

We will help investigate the shipment with the relevant delivery provider.

If an order is confirmed lost in transit, we will work with you toward an appropriate replacement or refund.

10. International Returns

Our 30-day free return policy is available to eligible customers in the countries and regions we serve.

Please contact our support team before shipping any international return.

Return instructions and the approved shipping method may vary by destination.

11. Your Consumer Rights

Nothing in this policy limits or excludes any mandatory consumer rights or remedies available under applicable law.

Where local consumer protection laws provide additional rights, those rights continue to apply.

12. Contact Information

For questions about returns, refunds, replacements, or cancellations, contact:

VELENOR

1601 Winchester Ave
Ashland, KY 41101
United States

Email: support@velenor.site

Phone: +1 (914) 588-9377

Website: https://velenor.site