Terms of service

This website is operated by Velae Home. Throughout the site, the terms “we”, “us”, and “our” refer to Velae Home. Velae Home offers this website, including all information, tools, and services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

By visiting our site and/or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink.

SECTION 1 - GLOBAL DISTRIBUTION & SELLER OF RECORD Velae Home operates through a highly optimized global logistics network, utilizing international logistics hubs and global distribution centers located in Asia and other strategic regions to ship products directly to customers worldwide.

By purchasing from Velae Home, you acknowledge and agree that your order will be fulfilled internationally. You, the customer, act as the sole "Importer of Record" into your destination country and are strictly responsible for ensuring the product can be lawfully imported, as well as complying with all local laws, regulations, and tax requirements of the destination jurisdiction.

SECTION 2 - STRICT ORDER CANCELLATION POLICY To maintain competitive shipping rates and rapid global fulfillment, our order processing is entirely automated and integrated directly with our global distribution centers.

  • The 60-Minute Window: Orders can only be modified or canceled within 60 minutes of purchase placement.

  • Irreversible Processing: Once 60 minutes have passed from the timestamp of order confirmation, the order is legally and physically classified as "In Processing" at our international facilities. At this point, shipping labels are generated, items are picked from secure hygiene vaults, and the order cannot be stopped, intercepted, or canceled under any circumstances.

If you wish to return an item after the 60-minute window has passed, you must wait until the order is physically delivered to you and then initiate a return in strict accordance with our Refund Policy, bearing all associated international return costs.

SECTION 3 - HYGIENE, PERSONAL USE, AND FINAL SALE GOODS Velae Home specializes in premium textiles, including towels, blankets, scarves, and sleepwear (pajamas). Due to strict international health, safety, and hygiene regulations regarding intimate apparel and personal contact textiles:

  • We reserve the right to refuse returns, exchanges, or refunds on any item that has been removed from its original, sealed protective packaging.

  • By accepting these Terms, you acknowledge that items intended for direct bodily contact (such as towels and sleepwear) are classified as "Sanitary/Hygiene Sensitive Goods." Once dispatched, these items cannot be resold if opened, and therefore are exempt from standard consumer right-of-withdrawal periods unless they arrive with a verified manufacturing defect.

SECTION 4 - CUSTOMS, DUTIES, AND TAXES All prices displayed on our store are exclusive of local import duties, value-added taxes (VAT), and customs clearance fees that may be levied by your destination country.

  • Velae Home is not responsible for any delays, blocks, holds, or additional fees imposed by customs or border protection authorities in your country.

  • If a package is rejected by the customer due to unexpected customs fees or import duties, or if the package is abandoned at customs, the order will be deemed "Delivered/Completed." No refunds, partial or full, will be issued for packages abandoned or rejected at customs.

SECTION 5 - LIMITATION OF LIABILITY & SHIPPING DELAYS Velae Home provides estimated delivery timeframes for guidance only. While we strive to meet all estimated delivery dates, we are not liable for any losses, costs, damages, charges, or expenses caused by any delay in the delivery of goods that are beyond our reasonable control (including, but not limited to: international transport strikes, customs holds, extreme weather events, or global logistics congestion).

SECTION 6 - GOVERNING LAW & DISPUTE RESOLUTION These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with international commercial standards, maximizing merchant protection under applicable e-commerce maritime and cross-border trade frameworks. Any claim or dispute arising out of or relating to these Terms must be resolved through binding digital arbitration before initiating any formal legal chargebacks or banking disputes.

SECTION 7 - CONTACT INFORMATION Questions about the Terms of Service should be sent to our dedicated support team at: info@velaehome.com.