Refund policy

1. STRICT RETURN TIMEFRAME Our return policy lasts for 14 days from the date your package is marked as delivered by the carrier. If 14 days have gone by since your delivery, unfortunately, we cannot offer you a refund, exchange, or return under any circumstances.

2. STRICT HYGIENE AND CONDITION REQUIREMENTS Because Velae Home deals in intimate personal textiles (including pajamas, towels, and blankets), we adhere to strict health, safety, and hygiene regulations. To be eligible for a return, your item must be completely unused, unworn, unwashed, and in the exact same condition that you received it. It MUST be in its original, unopened packaging with all factory seals completely intact. If the packaging has been opened, tampered with, or if there is any indication that the item has been handled, the product is legally considered "used" for hygiene purposes and becomes strictly non-returnable and non-refundable.

3. RETURN SHIPPING COSTS & DESTINATION If your item meets the strict criteria above and your return is authorized, you (the customer) will be 100% responsible for paying all return shipping costs. All authorized returns must be shipped directly back to our primary global warehouse facilities located in Asia. We do not provide prepaid return shipping labels, nor do we reimburse return shipping fees. We highly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item, and refunds are only processed upon physical receipt and inspection at our Asian warehouse.

4. RETURN PROCESS (DO NOT RETURN TO SENDER) Do NOT send your purchase back to the address listed on the package, as that is only a local transit sorting facility and your package will be lost and ineligible for a refund. To initiate a return, you must first contact our support team at info@velaehome.com with your order number and photographic proof that the item remains unopened. If approved, our team will provide you with the specific international return address in Asia.

5. NON-REFUNDABLE SITUATIONS We do not issue refunds for the following scenarios:

  • Buyer's Remorse: Simply changing your mind or not liking the color/texture (please refer to our Terms of Service regarding display colors).

  • Shipping Delays: Orders that take longer than the estimated delivery window but are still in transit (unless the package has been in transit for over 60 business days).

  • Customs Issues: Packages delayed, held, or destroyed by your local customs office due to unpaid import duties.