Refund policy
Last updated: July 19, 2026
At Velanorae, we want customers to understand the conditions, procedures, and timelines that apply to returns, exchanges, refunds, and order cancellations.
This policy applies to eligible chandeliers, pendant lights, wall lights, and related lighting products purchased from Velanorae.
1. Return Window
You may request a return within 30 days from the date your order is delivered.
To begin a return, contact us at info@velanorae.com within the 30-day return period.
All returns must be reviewed and approved before an item is sent back.
Do not return an item before receiving approval, a prepaid return shipping label, and return instructions from Velanorae.
2. Return Eligibility
To qualify for a change-of-mind return, the product must:
- Be unused and uninstalled.
- Show no signs of wiring or connection to an electrical source.
- Be returned with its original packaging and protective materials.
- Include all original components, manuals, mounting hardware, accessories, shades, and remote controls supplied with the product, where applicable.
- Not have been modified, altered, rewired, repaired, or damaged after delivery.
- Be packaged appropriately for safe return transportation.
Opening the packaging to inspect a product does not automatically make it ineligible for return, provided the product has not been installed, used, altered, or damaged.
All returned products are subject to inspection after they are received.
3. Products That May Not Qualify for a Change-of-Mind Return
A product may not qualify for a change-of-mind return if it:
- Has been installed, wired, used, or connected to an electrical source.
- Has been modified, rewired, altered, or repaired.
- Has been damaged through improper handling, installation, misuse, or neglect.
- Is missing components, accessories, manuals, mounting hardware, or original packaging due to customer handling.
- Is returned outside the 30-day return window.
These conditions do not automatically exclude a product that arrived damaged, defective, incomplete, or incorrect. Those concerns will be reviewed separately.
4. Damaged, Defective, Incomplete, or Incorrect Items
Please contact info@velanorae.com as soon as reasonably possible if your order arrives:
- Damaged.
- Defective.
- Incomplete or missing components.
- Different from the product you ordered.
Do not install or continue using a product that appears damaged, defective, incomplete, or incorrect.
To help us review the issue, we may request reasonable supporting information, including:
- Clear photographs of the product and the reported issue.
- Photographs of the internal and external packaging.
- A photograph of the shipping label.
- A short video demonstrating the reported problem, when reasonably necessary.
- Details of any missing components.
- Details of the model, color, size, or variation received.
An unboxing video may be helpful, but it is not automatically required for every claim.
Any photographs, videos, or other supporting materials must accurately represent the product and the reported issue.
5. Before Installing a Lighting Product
Before installation, please:
- Inspect the product and packaging for visible damage.
- Confirm that all expected components and accessories are included.
- Review the product dimensions and installation requirements.
- Confirm that the product specifications are suitable for the intended installation location.
- Read and follow the instructions supplied with the product.
- Contact Velanorae before installation if the product appears damaged, defective, incomplete, or incorrect.
Lighting products contain electrical components and must be handled carefully.
Installation should follow the instructions supplied with the product and any electrical or building requirements applicable to the installation location.
Damage caused after delivery through improper handling, misuse, unauthorized alteration, or failure to follow the supplied instructions may not qualify as a product defect.
6. How to Request a Return
To request a return, email info@velanorae.com and include:
- Your full name.
- Your order number.
- The email address used to place the order.
- The product you wish to return.
- The reason for the return.
- Relevant photographs or videos when reporting damage, defects, missing components, or an incorrect item.
Our customer support team generally responds within 48 business hours.
Velanorae will review your request and provide further instructions. Approval of a return request does not mean that a refund has already been approved. The returned product must first be received and inspected.
7. Approved Return Process
Approved returns follow this process:
- The customer submits a return request to info@velanorae.com.
- Velanorae reviews the request and confirms whether the return is approved.
- After approval, Velanorae provides a prepaid downloadable return shipping label.
- The customer downloads and prints the return label.
- The customer securely packages the product and attaches the label to the return package.
- The customer ships the package according to the return instructions provided.
- Velanorae receives and inspects the returned product.
- Velanorae emails the customer with the outcome of the inspection.
- An approved refund is processed to the original payment method.
There is no charge to the customer for an approved return shipping label. Velanorae covers the cost of approved return shipping.
Do not send a product to our business address or any other address before receiving return approval and the correct return instructions.
Our business address is not automatically the return destination.
8. Return Shipping Costs and Restocking Fees
Return shipping is free for approved returns and exchanges.
Velanorae provides a prepaid downloadable return shipping label after the return or exchange request has been approved.
Restocking fee: None.
Returns sent without approval or without following the supplied return instructions may not be accepted.
9. Inspection
After an approved return reaches the designated return location, Velanorae will inspect it within 1–3 business days after receipt.
The inspection will determine whether the returned product meets the eligibility requirements described in this policy.
After the inspection, we will email you to confirm whether the return and refund have been approved.
10. Refunds
Approved refunds are issued to the original payment method used during checkout.
Velanorae will process an approved refund within 10 business days after the returned product has been inspected and the refund has been approved.
You will receive an email when the refund has been processed.
After Velanorae submits the refund, your bank, card issuer, or payment provider may require additional time to post the funds to your account. This additional posting time is controlled by the payment provider.
If you believe an approved refund is delayed, please contact your payment provider and email info@velanorae.com for assistance.
11. Exchanges
Exchanges are available for eligible products.
To request an exchange, email info@velanorae.com within 30 days of delivery.
Products returned because of customer preference must remain unused, uninstalled, unaltered, and otherwise eligible under this policy.
All exchanges require prior approval.
For an approved exchange, Velanorae will provide a prepaid downloadable return shipping label at no cost to the customer.
Replacement products are subject to availability. If an eligible replacement is unavailable, Velanorae will communicate the available resolution options after reviewing the request.
12. Order Cancellations
You may request an order cancellation before the order has shipped.
To request a cancellation, email info@velanorae.com as soon as possible and include:
- Your order number.
- Your full name.
- The email address used to place the order.
Cancellation requests cannot be completed after an order has shipped.
If the order has already shipped, you may request a return after delivery, subject to the eligibility requirements and 30-day return window stated in this policy.
13. Contact Us
For questions about a return, exchange, cancellation, or refund, contact us using the information below.
Store Name: Velanorae
Address: 1044 John St, Salinas, CA 93905, United States
Email: info@velanorae.com
Operating Hours: Monday–Friday, 8:00 AM–7:00 PM (GMT-8)
Expected Response Time: Within 48 business hours
When contacting us about an existing order, please include your order number and the email address used to place the order.