Refund policy
Return & Refund Policy
Effective Date: July 29, 2026
At Velmoralux, we want you to shop with confidence. If you are not completely satisfied with your purchase, we're here to help.
Return Eligibility
We accept returns within 30 days of the delivery date.
To qualify for a return, the item must:
- Be unused and in its original condition.
- Be returned in its original packaging.
- Include proof of purchase, such as your order number or receipt.
Returns that do not meet these requirements may not be eligible for a refund.
Non-Returnable Items
The following items cannot be returned or refunded:
- Items marked as Final Sale
- Gift cards
- Products that show signs of misuse, abuse, alteration, or customer-caused damage
This policy applies to all products sold on Velmoralux, except items
explicitly marked as Final Sale at the time of purchase.
How to Request a Return
To request a return, please contact our support team before sending your item back.
Email: Support@velmoralux.com
Phone: (213) 371-3731
Please include:
- Your order number
- The reason for your return
- Photos of the item (required if the item arrived damaged, defective, or incorrect)
Our customer support team will review your request and respond with
return instructions within 2 business days.
Please do not return items without first contacting us, as unauthorized
returns may delay processing.
Return Shipping
Unless the return is due to our error (such as receiving a defective, damaged, or incorrect item), customers are responsible for return shipping costs.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
Refunds
After we receive and inspect your returned item, we will notify you whether your refund has been approved or declined.
If approved:
- Your refund will be issued to your original payment method.
- Refunds are typically processed within 5–10 business days, depending on your payment provider or financial institution.
Original shipping charges are non-refundable, except when the return is the result of our error or the product was received damaged or defective.
If a refund is denied because the returned item does not meet our return requirements, we will notify you accordingly.
Exchanges
We replace items only if they arrive damaged, defective, or incorrect.
To request an exchange, please email support@velmoralux.com with your order number and photos of the item.
Order Cancellations
Orders may be cancelled before they have been processed or shipped.
Once an order has been fulfilled or shipped, it can no longer be cancelled. If you no longer want the item after delivery, you may request a return in accordance with this policy.
To request an order cancellation, contact us as soon as possible at support@velmoralux.com and include your order number.
Late or Missing Refunds
If you have not yet received your refund:
- Check your bank account again.
- Contact your credit card provider, as processing times may vary.
- Contact your bank, as additional processing time may be required.
If you have completed these steps and still have not received your refund, please contact us at support@velmoralux.com.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.
Include your order number and clear photos of the item so we can resolve the issue as quickly as possible.
Order Never Arrived
If your order has not arrived within the estimated delivery window,
please contact us at support@velmoralux.com or (213) 371-3731 with
your order number. We will open an investigation with the carrier.
If the order is confirmed lost in transit, we will issue a full
refund or send a free replacement — your choice.
Contact Us
If you have any questions regarding this Return & Refund Policy, please contact us:
Store: Velmoralux
Email: support@velmoralux.com
Phone: (213) 371-3731
Business Address:
13955 Central Ave
Chino, California 91710
United States