Return & Refund Policy

Request within 30 calendar days

Email service@velnorvia.com with your order number, item, reason, and photos where relevant.

Receive written return instructions

Wait for eligibility confirmation and the approved return destination. Unauthorized returns may be delayed or refused.

Send and keep proof

Package the item securely and use a trackable service. Keep the receipt and tracking information until the case is complete.

Inspection and refund

After receipt and inspection, we will notify you of approval or the reason a return cannot be accepted. Approved refunds are processed in 5–10 business days.

Eligible condition

Return request made within 30 calendar days after delivery.
Item is unused, uninstalled, unaltered, and in resalable condition.
Original components, accessories, manuals, protective materials, and packaging are included.
Proof of purchase and required photos or information are provided.

Items generally not eligible

Installed, wired, modified, damaged after delivery, or visibly used items.
Items missing parts, packaging, or accessories.
Final-sale, clearance, gift card, personalized, or made-to-order items when identified before purchase.
Returns requested outside the return window, except where applicable law requires otherwise.

Damaged, defective, or incorrect items

Contact us promptly after delivery with the order number and clear photos of the product, issue, outer packaging, shipping label, and inner packaging. Do not discard packaging or install the item before we review the claim. If we confirm that the item arrived damaged, defective, or incorrect, we will provide an appropriate remedy and instructions, which may include replacement, return at our cost, partial refund, or full refund, subject to applicable law.

Return shipping, inspection & deductions

For approved change-of-mind returns, the customer is responsible for return shipping unless we state otherwise or law requires otherwise. Original shipping charges are not refundable except for our error or as required by law. We may reduce a refund to reflect loss in value caused by handling beyond what is reasonably necessary to inspect the item, missing parts, or damage, where permitted by law.

Do not send returns to the public business address unless support has confirmed that address in written return instructions.

Refund timing

Once a return or claim is approved, we usually complete refund processing within 5–10 business days to the original payment method. Your bank or payment provider may require additional time to make the funds visible. If 10 business days have passed since our refund confirmation, contact us and your payment provider.

Exchanges and cancellations

The fastest exchange method may be to return the eligible item and place a new order after approval. For cancellation or address-change requests, contact us immediately. We will try to help before processing or dispatch, but cannot guarantee changes once fulfillment has begun.